Onboarding / Customer Success Manager

Experience in HR tech or health tech SaaS companies greatly preferred.

The Role

We are looking for a smart and experienced Onboarding and/or Customer Success team member to help with bringing new corporate customers onto our occupational health technology platform. As a start-up, Customer Success is a much more multi-disciplinary role than at a larger, more established role, so you will need to be comfortable sitting across a range of activities and roles.  

Reporting directly to the Head of Customer Success, you will work within the team to define the existing processes at customers, configure the platform system to map against those existing processes, make recommendations to optimise our solutions, and onboard the customer and their team member onto the platform.  You will have the opportunity to influence our solution and your inputs will directly reflect in the success of the product.  

We are a very fast-moving, young start-up, and you’ll need to be ready to step into a fluid environment without many embedded structures and processes. We’re happy to evolve as we grow up, and we’ll encourage your insights.

About Us

My Occ Health Record is an exciting B2B SaaS start-up that is revolutionising the way employers handle the occupational health data of their employees.  

We’re growing incredibly quickly, and in addition to building out our core platform product, we are continuing to innovate and drive new product development.  

What you will do

You will be responsible for or involved heavily in:

• Define customer requirements and map those requirements to platform capabilities and configurations.
• Run client interactions and meetings in a way that demonstrates capability and confidence.
• Execute and evolve the Customer Success team processes and capabilities.
• Lead and mentor Customer Success team members.
• Create, execute, and refine client management process, including upsell paths and communications strategies and timing.
• Consolidate and report on customer data to improve customer experience and product definition.
• Refine, improve, and scale the customer onboarding process
• Evaluate and improve tutorials and other communication infrastructure.
• Mediate between clients and the organization.
• Contribute to product design and product development.

Your potential background

• Experience in HR tech or health tech as a SaaS solution is greatly preferred. At least we expect experience in a B2B SaaS organisation with a complex onboarding environment.
• Understanding of the health data flows and processes would be highly useful.
• High level of attention to detail, and the ability to execute that detail in documentation and design.
• Technically savvy.
• Highly organized and able to multi-task.
• Ability to create great relationships with internal stakeholders.

Your personal characteristics

• Self-motivated, driven and ability to work autonomously
• Results-driven mentality, with a bias for speed and action
• Outstanding level of accuracy and attention to detail
• Strong critical thinking, initiative and problem-solving skill
• Ability to multitask in a fast-paced environment
• Excellent organisation & time management skills
• Curious, a great listener and communicator
• A team player with a positive and friendly attitude

Your benefits and perks

• Competitive salary
• Being part of a fast-paced start up environment
• Reasonably flexible work arrangements

The role is a South Melbourne-based role, though, initially, it is likely to be a remote working role. Going forward, there may remain significant amounts of time where the role is delivered remotely. An effective home working space is essential.