Remote Customer Success Specialist
at Mable

Summary

Join a thriving scale-up and deliver change to Australia's care and support sector as an experienced Customer Success Specialist.

Requirements

• Strong relationship-building and client management skills
• Excellent communication and interpersonal skills
• Proficiency in client relationship management (CRM) software
• Analytical mindset with the ability to interpret data and make data-driven decisions
• Problem-solving skills and the ability to handle high-pressure situations
• Strategic thinking and the ability to develop and implement client success plans
• Ability to adapt to a fast-paced environment and manage multiple priorities simultaneously

Responsibilities

• Develop and maintain strong relationships with key clients, serving as their primary point of contact
• Work with Senior Manager Customer Services to implement and oversee strategies to enhance client retention and satisfaction from high value clients, plus the relationship of win backs for offboarding clients
• Track and analyse client performance metrics, providing insights and recommendations to Senior Manager Customer Services to improve client outcomes
• Proactively address client concerns and issues, ensuring timely and effective resolution
• Oversee and evaluate the individual situations of escalated cases of NDIS and HCP client accounts, ensuring case management is handled with the utmost dignity and respect
• Work closely with clients and their families to communicate the reasons and processes behind funding-based decisions, account status and care options whilst fostering understanding and maintaining trust
• Collaborate with clients to understand their goals and develop customised success plans to achieve them
• Work closely with Senior Manager Customer Services to collaborate with internal teams, such as Growth, Sales, Matching and Retention, and Customer Support/Accounts Admin, to align strategies and enhance client experience
• Prepare and present regular reports on client performance, satisfaction levels, and other relevant metrics to senior management
• Provide training and support to clients on product usage and best practices
• Identify opportunities for process improvements and contribute to developing client success best practices
• Stay informed about changes in NDIS and HCP policies, incorporating new regulations and funding opportunities into client care strategies
• Advocate for the client's needs and rights, ensuring that all actions are in their best interests and uphold the organisation's ethical standards

Benefits

• Learn from industry experts, experienced leaders, and on-the-job opportunities
• Get a creative boost working overseas for 4 weeks in a rolling 12-month period
• Access parental leave
• Work with flexibility
• Take a floating public holiday
• Be rewarded
• Get paid to take a break