Customer Success Specialist

We’re powered by purpose

Mable is an online platform connecting Australians looking for disability and aged care support to independent support workers. Since 2014, we’ve been helping our community live their kind of independence, and today we’re one of Australia's largest and fastest growing healthtech platforms. 

We  have been recognised in AFR’s Fast 100 list, Deloitte’s Tech Fast 50, and won the Australian Growth & Australian Technology Growth Company of the Year Award in 2020! So don’t miss  your  opportunity to join a thriving scale-up and deliver change to  Australia’s care and support sector.

We are seeking an experienced and dedicated Customer Success Specialist to join our dynamic team. This role is essential in ensuring client satisfaction, loyalty, and success by providing exceptional support, building strong relationships, and developing strategic initiatives tailored to client needs.

Also working with the accounts admin team to manage and oversee the account statuses of vulnerable clients and liaising with NDIS and HCP providers to ensure vulnerable participants have continuity of care when faced with funding exhaustion and to ensure each case is handled with sensitivity, accuracy, and compliance with regulatory guidelines.

The ideal candidate will possess excellent communication skills, a client-centric mindset, and a proven track record in client success and account management.

Key Accountabilities:

• Develop and maintain strong relationships with key clients, serving as their primary point of contact.

• Work with Senior Manager Customer Services to implement and oversee strategies to enhance client retention and satisfaction from high value clients, plus the relationship of win backs for offboarding clients.

• Track and analyse client performance metrics, providing insights and recommendations to Senior Manager Customer Services to  improve client outcomes.

• Proactively address client concerns and issues, ensuring timely and effective resolution.
• Oversee and evaluate the individual situations of escalated cases of NDIS and HCP client accounts, ensuring case management is handled with the utmost dignity and respect.
• Work closely with clients and their families to communicate the reasons and processes behind funding-based decisions, account status and care options whilst fostering understanding and maintaining trust.

• Collaborate with clients to understand their goals and develop customised success plans to achieve them.

• Work closely with Senior Manager Customer Services to collaborate with internal teams, such as Growth, Sales, Matching and Retention, and Customer Support/Accounts Admin, to align strategies and enhance client experience.

• Prepare and present regular reports on client performance, satisfaction levels, and other relevant metrics to senior management.

• Provide training and support to clients on product usage and best practices.

• Identify opportunities for process improvements and contribute to developing client success best practices.
• Stay informed about changes in NDIS and HCP policies, incorporating new regulations and funding opportunities into client care strategies.
• Advocate for the client's needs and rights, ensuring that all actions are in their best interests and uphold the organisation's ethical standards.

• Strong relationship-building and client management skills.
• Excellent communication and interpersonal skills.
• Proficiency in client relationship management (CRM) software.
• Analytical mindset with the ability to interpret data and make data-driven decisions.
• Problem-solving skills and the ability to handle high-pressure situations.
• Strategic thinking and the ability to develop and implement client success plans.
• Ability to adapt to a fast-paced environment and manage multiple priorities simultaneously.

Our Values

We’re Switched On 💡

We know our customers because we listen and want to learn. We engage within the community and the sector and always act on insights. 

We’re Bold 📣

We’re ambitious and embrace creativity to solve challenges. We’re here to reshape the industry and back big ideas. 

We’re One 🤝

We channel our passion into a positive environment. We welcome diversity and collaborate to make the most of our different skills and ways of thinking.

We’re Impactful 🌟

We work hard to deliver change. We innovate and move fast to make a difference in the sector and people’s lives.

Our Benefits

Power your career ⚡️

Learn from industry experts, experienced leaders, and on-the-job opportunities. 

Work away 🌎

Get a creative boost working overseas for 4 weeks in a rolling 12-month period. 

Access parental leave 👶

Get 14 weeks of paid leave for primary carers and 6 weeks of paid leave for secondary carers plus superannuation. 

Work with flexibility 🏠

We’re a hybrid workplace. Collaborate at home or in the office - whatever works for you and your team. 

Take a floating public holiday 🫶🏾

Acknowledge a significant day your way with family and friends. 

Be rewarded 🏆

Celebrate wins and recognise great performance with an easy and accessible Reward and Recognition program. 

Get paid to take a break 🏝️

Get one extra paid leave day per quarter for what makes you happy.

Inclusion at Mable 

Mable is an equal opportunity employer. We find excellence in diversity and are committed to creating an inclusive environment for all employees and candidates. 

People with lived experience of disability or personal experience with the aged care system are strongly encouraged to apply.

We take pride in highlighting our dedication to our policies, fostering flexible work arrangements and championing inclusive practices for women in tech.

If this role has stood out to you but you don’t feel like you ‘tick all the boxes’, we strongly encourage you to apply nonetheless. We value diversity across experience and you might well bring something to the Mablehood we are looking for! 

We are a 2023 Circle Back Initiative Employer – we commit to respond to every applicant.

Where to find us online

Careers Page - https://bit.ly/3Mz8Ym1

Glassdoor - https://bit.ly/3z0K328 

YouTube - https://bit.ly/34L7DlP 

Instagram - https://bit.ly/3pgAOXk 

Facebook - https://bit.ly/3ic6LhQ 

LinkedIn - https://bit.ly/3ie6Q4U