Customer Success Manager

quickclaim is a fast growing FinTech solution to create impact in the disability, aged and healthcare sectors. We make it easy for service providers to claim back and reconcile payments from the federal government, saving them millions of dollars each year that can be used for helping people with disability instead of doing administration.

We have a start-up mentality - we’re agile, lean, and all about getting things done with a “Yes!” mentality. We are driven by knowing that if we do our jobs well, millions of Australians will receive better support, and more support, because we help our customers recover up to 30% of what they earn each week.

We’re looking for a confident, experienced, motivated, passionate and purpose-driven professional with technology experience to join us as a Customer Success manager. You can work from home or from a coworking space with us in Sydney. 

You’re all about customer satisfaction, and you’re a product champion! You have at least 3 years of customer service experience in a similar role, with a proven track record in solving technological problems and maintaining customer relationships across the healthcare, disability, finance or technology sectors.

You genuinely love customer service and have strong experience and ideas on how a client journey should work. Experience in tech is a must as you’ll need to have a fundamental understanding of how B2B technology is supported and how social services businesses like to consume tech. 

• Develop an understanding of the clients' businesses and how they can be enhanced by quickclaim products, and build trusting relationships to become an advisor and natural first point of contact for customers
• Thoroughly understand both the product roadmap and customer needs and challenges, ensuring bugs and new feature requests are recorded, prioritised and delivered to the customer.
• Manage the onboarding and training of new customers and be the first point of escalation to resolve any queries or problems.

• Assist in refining information and processes ensuring that each customer gets the same level of experience from first contact and ongoing BAU within the services they are engaged for.
• Assist with trade shows locally and interstate.

• You strive for open and honest communication.
• You want to make a difference. 
• You like getting things done and care how they get done.
• A desire to learn.
• Adaptable, proactive and self-directed, identifying issues and opportunities ahead of time.  
• You have rational opinions and are willing to make compromises.

• At least 3 years practical expertise in Technical Sales, Customer Success or Account Management position
• An enthusiastic and capable self starter with a strong track record of supporting customers and technology products
• A real-world technical understanding of B2B tech. You don't need to be a hands-on ‘tech’ but you need to understand it. Experience in a software company, or help desk background is what we’re looking for.
• Be able to manage multiple clients needs and requests, 
• Evaluate client needs and requests against the product, identify gaps, engage the development team to fix the issues/gaps and project manage the delivery of these to the client.
• Onboarding new clients and making sure they can start using system effectively 
• Successfully run training and workshops for new features with clients. 
• Measure and monitor the client engagement with the app and identify and remove potential blockers
• Self-motivated, with a positive, can-do attitude
• Demonstrated ability to communicate exceptionally well, with the ability to engage stakeholders at all levels of IT proficiency and position

• Experience across the disability or aged care sectors is highly regarded
• Experience in finance and/or accounting systems is highly desirable

You must be legally entitled to work in Australia to apply for this position

1. Develop an understanding of the clients' businesses and how they can be enhanced by quickclaim products, and build trusting relationships to become an advisor and natural first point of contact for customers
2. Thoroughly understand both the product roadmap and customer needs and challenges, ensuring bugs and new feature requests are recorded, prioritised and delivered to the customer.
3. Manage the onboarding and training of new customers and be the first point of escalation to resolve any queries or problems.
4. Assist in refining information and processes ensuring that each customer gets the same level of experience from first contact and ongoing BAU within the services they are engaged for.
5. Assist with trade shows locally and interstate.

1. At least 3 years practical expertise in Customer Success and product ownership. 
2. An enthusiastic and capable self starter with a strong track record of supporting customers and technology products
3. A real-world technical understanding of B2B tech. You don't need to be a hands-on ‘tech’ but you need to understand it. Experience in a software company, or help desk background is what we’re looking for.
4. Be able to manage multiple client requests and schedules of work at any given time through effective time-management.
5. Self-motivated, with a positive, can-do attitude
6. Demonstrated ability to communicate exceptionally well, with the ability to engage stakeholders at all levels of IT proficiency and position
7. Experience across the disability or aged care sectors is highly regarded
8. Experience in finance and/or accounting systems is highly desirable

• Wake up each day knowing you’re contributing to better lives for people with disability and their families
• Dynamic, fast moving start-up
• Flexible work arrangement on hours to work and where to work from
• Opportunity to be a key part of our core team
• Fantastic work vibe at Wework where we are located
• Potential for share or bonus options
• Work with the latest technologies and learn to use the new ones

People with lived experience of disability are encouraged to apply. At quickclaim we value diversity and inclusion in all forms. Gender, religion, ethnicity, LBTGIQ+, neurodiversity and so much more. Research shows that while men apply to jobs when they meet an average of 60% of the criteria, women and other marginalised folks tend to only apply when they check every box. So if you've got the must-haves, dedication and enthusiasm to learn but don't necessarily meet every single point on the job description, please still get in touch. We'd love to have a chat and see if you could be a great fit.

This is an exciting opportunity for the right person to be at the forefront of the next phase of growth and continued expansion.