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May

Customer Success Manager, Better Consult

HealthShare - Bondi, NSW

IT
Source: uWorkin

JOB DESCRIPTION

About the job:


Do you want to join a company where your work can positively improve the day-to-day lives of tens of thousands of doctors and the way they help their patients?


HealthShare’s award-winning innovative digital products were used by over 8 million Australians and 10,000 doctors in 2020, with record growth so far in 2021.


About the role:


BetterConsult is one of HealthShare's flagship products. It's a pre-consultation clinical questionnaire that patients fill out before seeing their doctor. Patients are asked their agenda, symptoms and other clinical information and this is then translated into a concise medical summary for the doctor to review before the consult begins.


BetterConsult dramatically improves the consultation process for both the patient and doctor. Over 1.2M questionnaires were completed in the last 12 months, with the volume growing rapidly month-on-month. 


As a BetterConsult Customer Success Manager, you will be responsible for ensuring a seamless experience for our users starting at onboarding and throughout the life usage of the tool. As the face of HealthShare to your GP practices, you will be instrumental in the success of BetterConsult.


The BetterConsult Customer Success Manager reports directly to the Head of GP Solutions.

Position Responsibilities:


Installation and onboarding:


  • Engage and coordinate IT service providers to install BetterConsult for new GP practices
  • Communicate necessary information, educate users and practices staff to ensure a smooth rollout of the BetterConsult tool


Education and support:


Monitor key practice metrics to ensure high utilisation by;

  • Providing support and training where user education is required
  • Promptly logging support tickets for resolution of technical issues preventing use of BetterConsult


BetterConsult tracking:


  • Record activity accurately within Salesforce in order to support ongoing Customer Success efforts
  • Capture and communicate user feedback to inform product improvement


Continuous Improvement:


  • Identify and implement improvements in relation to efficiency and/or consistency of BetterConsult Customer Success processes


Qualifications:


  • Business administration certificate or equivalent
  • Familiarity with healthcare technology
  • Experience with CRM (SalesForce.Com)



Skills & Experience:

  • At least 1-2 years’ experience working in a Customer Success, Account Management, Customer / Technical Support, or similar customer-centric role
  • Experience working with IT installers
  • A mind and a curiosity for technology so you can understand the customer experience
  • High levels of organisation and attention to detail: you understand what it means to run a customer portfolio and to prioritise and handle your time efficiently as you maintain accurate records and provide timely reporting
  • A passion for teamwork and collaboration: you’ll be working with teams on a regular basis and will help to build the Customer Success “brand” for our BetterConsult product
  • A flexible and adaptable approach to an often-changing environment, where you are constantly improving yourself, your team and processes
  • Outstanding verbal and written communication skills
  • Prior exposure to database, cloud and health technology is a plus


Employee Benefits and Perks:



  • Competitive base salary
  • Stock options
  • Professional development & coaching
  • Monthly & annual employee awards
  • Regular social events
  • Free food and Friday drinks
  • Rewards for referring like-minded, talented individuals
  • Access to our Employee Assistance Program for your mental health and wellbeing
  • Discounts on gym membership, Apple, JB HiFi, and many more

About the Company:


HealthShare is a fast-growing Australian health tech company.


Our mission is to connect and engage all health stakeholders to deliver optimal patient health outcomes. Our digital solutions help millions of health professionals and patients each year around Australia.


Founded in 2010, we have been recognised by Westpac (Top 20 Businesses of Tomorrow Award, 2017) and Deloitte (Fast 50 and Fast 500, 2014-2018) for our innovation and business growth.


More information about HealthShare can be found at www.healthsharedigital.com and www.healthshare.com.au.

Applications:


To apply in confidence, please send a brief cover letter and CV to careers@healthshare.com.au.


We are committed and passionate about creating an inclusive culture that fosters diversity in an environment where all people are respected, appreciated and able to contribute their ideas. We encourage applications from diverse backgrounds including Aboriginal and Torres Strait Islander people and are always on the lookout for talented, passionate and supportive individuals who align with our values.


Interested? Apply NOW.

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