SaaS Customer Relationship Manager

• Full-time / Permanent role
• Hybrid (mix of WFH and in-office)
• Western Australia location preferred

Does a competitive salary package with bonus company stock, flexible hybrid work, 5 wellness days/year, up to 90 days/year working from anywhere in the world, Bonus flexible benefits package of $1250/year and a fantastic team culture spike your interest?

AlayaCare are seeking an individual experienced in Account Management within a SaaS environment to join our Customer Relationship Management team.

About AlayaCare

AlayaCare are a fast-growing scale-up with a presence in Australia, Canada and the United States, who are revolutionising the way aged and disability care is delivered. Our software offers a complete technology solution for residential and community care organisations.

We have an open and transparent culture, our teams are highly diverse, and we are committed to a workplace where we all feel that we can be ourselves.

About the role

Reporting to our Manager, Customer Relationships, our CRM’s play a pivotal role in nurturing and strengthening relationships with our valued customers. The overall objective of the CRM role is to build and maintain positive relationships with customers to ensure their satisfaction, loyalty, and long-term engagement with AlayaCare.

More specifically, you will be completing tasks such as: 

• Build and maintain positive relationships with customers, serving as their primary point of contact and trusted advisor for all concerns
• Develop customer success plans
• Maintain detailed and up-to-date records of company information, company contacts, and all customer interactions, updates, and progress in relevant tools
• Conduct regular touchpoints and health checks with customers
• Provide updates to customers about company developments and new product features, driving the adoption and utilisation of those new and existing features and upselling premium features
• Serve as an escalation point for customer concerns where necessary
• Develop and execute strategies to improve the health and satisfaction of customers
• Maintain up-to-date knowledge of AlayaCare’s products and services

What we're looking for in a Customer Relationship Manager:

• 2+ years’ leading a portfolio of customers (including Enterprise level) in a SaaS environment
• Knowledge of the aged & disability care industries in ANZ
• Excellent interpersonal skills – you build relationships easily and are comfortable negotiating as well as diffusing heightened situations
• Great communication skills – you’re comfortable presenting and communicating complex information in an understandable way
• You manage your workload proactively and work independently, though are just as comfortable contributing effectively as part of a team
• Strong problem-solving and analytical skills – you analyse information to create solutions for customers based on their specific situations

It would be a bonus if you also have:

• Experience working in aged care, community care, or the wider health industries
• Familiarity with the Software Development Life Cycle
• Familiarity with AlayaCare, Procura or similar software products.
• Experience with HubSpot, Looker, Confluence, ZenDesk & SharePoint.

If this sounds like you, apply today! As well as joining a great culture and a market leading company, you will be well placed to make a positive difference in the aged care sector in Australia and New Zealand.

What we offer

Competitive salary package including generous company stock for all employees and a commission component for this role.

• Flexible hybrid work (from our offices, from home).
• 5 wellness days off per year to relax and promote mental health.
• Up to 90 days per year working from anywhere in the world.
• Flexible benefits bonus package of $1250 per year.
• Company paid parental leave and volunteer leave.
• Team lunches and events, and health and wellness activities.
• An open and transparent culture.
• A chance to make a meaningful difference for clinicians providing care on the front line.
• A foot in the door to the rapidly expanding home care technology industry.

Better outcomes, better belonging  

Having a pulse on our employee feedback is important to us as we aim to continuously evolve Diversity, Equity, Inclusion, Belonging, and Accessibility within AlayaCare's policies, total rewards offerings, discussions, learning & development programs, and community partnerships. All qualified applicants will receive equal consideration.    

If you require accommodation as part of the recruitment and selection process, please reach out to hr-anz@alayacare.com. Please note, we do not accept unsolicited headhunter or agency resumes.  

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Last updated on Aug 8, 2024