Customer Experience Manager, Z Software
vor 3 Wochen
DescriptionAbout Us Z Software supports over 1,600 pharmacies across Australia with cutting-edge dispensing and point-of-sale software solutions, paired with exceptional customer service.
Our aim is to revolutionise pharmacy operations for the better.
As a Medem Group solution, we're driving meaningful changes in healthcare.
By joining us, you'll play a crucial role in supporting healthcare professionals to streamline operations and enhance care.
Why This Role Matters Reporting to the Group Chief Operating Officer, The Customer Experience Manager will lead Z Software's Customer Support Team with a focus on delivering exceptional customer experiences.
This pivotal role focuses on understanding and exceeding customer needs, optimising processes, and continuously enhancing the overall customer journey to ensure satisfaction and long-term success.
What You'll Do Lead your team: Lead and mentor your team, setting and tracking KPIs to drive results and deliver exceptional customer experiences.Operational excellence: Manage the day-to-day support, service delivery, team scheduling and issue resolution to enhance operational efficiency and productivity.Drive customer-focused improvements: Advocate for customers and feedback and data to refine workflows, streamline processes, and enhance the customer journey.Manage complex queries: Act as the primary escalation point for complex customer issues by working with internal teams to ensure timely and effective resolutions.Collaborate across teams: Work closely with Sales, Product, and other internal teams to align on customer-first strategies and maintain a unified approach.Optimise tools and processes: Manage CRM systems (Zendesk, Jira) to track performance, identify trends, and proactively implement improvements to enhance productivity.What You'll Bring Leadership experience: 5+ years of managing customer support teams in a SaaS or software environment (healthcare tech preferred).Customer focus: A collaborative, empathetic approach to enhancing customer experiences.Problem-solving skills: The ability to identify and address challenges effectively while driving meaningful improvements.Organisational skills: Proven experience managing in-office and remote teams.Project management skills: Experience managing customer onboarding projects is a bonus.Industry knowledge: Knowledge or experience with pharmacy operations is a huge plus.Ready to Make a Difference? If you're passionate about leading teams, improving customer experiences, and making an impact in healthcare, we'd love to hear from you.
Apply now and help us empower pharmacies to deliver better care.
Role Type#J-18808-Ljbffr
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