Customer Success Specialist

Role type : Full time, hybridLocation : South Melbourne About Us My Occ Health Record is an exciting B2B SaaS start‑up that is revolutionising the way employers manage the occupational health data of their employees. We’re excited by what we do, as it’s a unique space to contribute to the health sector in a variety of different industries. The Role We are looking for a Customer Success team member to support the day‑to‑day requirements of new and existing clients and users. As a start‑up, we see this role to be much more multi‑disciplinary than at a larger, more established company, so you will need to be comfortable rolling up your sleeves and utilising your skills and experience. Reporting directly to the Customer Success Team Lead, you will work within the team to support the onboarding of new clients, providing training to them and their team to ensure successful implementation, whilst supporting our existing clients with general enquiries. You will continue to own the relationship of the customer throughout their lifecycle delivering exceptional service, identifying opportunities, and supporting them where needed. We aspire to create a collaborative work environment where you’ll work cross‑functionally with members of product, development, and sales teams to ensure that the needs of the customer are met. For this role, you must be an Australian citizen and able to pass a National Security Check . What you will do You will be responsible for or involved heavily in: Provide support to users on all questions that may come from your clients including answering queries, troubleshooting issues, identifying and escalating bugs, as well as training on any knowledge gaps. Run client interactions and meetings in a way that demonstrates capability and confidence and meets the needs of the end user. Deliver exceptional customer experiences and build rapport and trust with your clients. Become a product subject matter expert to be able to translate product value to customers in their language, to meet their needs and achieve their goals. Use customer data to improve the customer experience and identify opportunities to cross sell additional products. Use your excellent communication skills to mediate internal and external relationships for the benefit of your clients. This includes working closely with the sales and product teams. Use your technical know‑how at a basic level to test, troubleshoot and identify any potential issues for your customers and troubleshoot where possible. Contribute by providing insights on product design and product development to help define process improvement opportunities. Your potential background and personal characteristics Track record in customer facing roles such as onboarding, support, account management, or customer success. We would love if you have some experience training users in a 1:1 or 1:many format (both digitally and in person). High level of attention to detail, and the ability to execute through documentation and design. Technically savvy, you will need to be able to troubleshoot issues that may be app or web based. Ability to create great relationships with both internal and external stakeholders. Self‑motivated, focused and ability to work autonomously. Strong critical thinking, initiative and problem‑solving skills. Outstanding level of accuracy and attention to detail. Ability to multitask in a fast‑paced environment. Curious, a great listener and communicator. A team player with a positive and friendly attitude. Your benefits and perks Dog friendly, open plan office Career growth and professional development opportunities Dynamic and inclusive work environment Monthly social events Unlock job insights Your application will include the following questions: Which of the following statements best describes your right to work in Australia? How many years' experience do you have as a Customer Success Specialist? Do you have customer service experience? How many years' experience do you have in a training & development role? #J-18808-Ljbffr