Customer Success Manager (Intermediate) at Lumary

Client Outcomes Manager, Full-time, Sydney sydney support full-time
Posted 3 months ago

About us 

Lumary is a healthtech company developing a global healthcare platform for the disability and aged care industries. With our tech solution, Lumary aims to empower and help service providers and care-givers to deliver value-based care for their communities.

A world where healthcare organisations are empowered to provide better well being through technology is our mission! It is our aim to continue building digital solutions that support healthcare service providers with more time to focus on delivering quality care to our communities across Australia.

About the role 

The Client Outcomes Manager (Enterprise) / Customer Success Manager plays a pivotal role in the business by managing and maintaining Client relationships. You will be an advocate of the Client and Lumary to ensure best outcomes for both. In this role you will oversee a specified group of accounts focused on retaining their tenure with Lumary and developing new business by identifying and prioritising their needs being an expert in facilitation and coordination, achieving the outcomes for them. 

The Client Outcomes Manager is the face of Lumary for our customer base and is responsible for maintaining Lumary’s execution against the goals agreed upon during customer contracting while simultaneously sustaining a dialogue to update those goals as customer needs evolve.

A day in the life

  • Continuously set and manage client expectations.
  • Constant strategic conversations with our customer base in efforts of becoming an ally to their business; trusted advisor status is the goal
  • Develop new business by analyzing account potential; initiating, developing, and closing sales; recommending new applications and sales strategies
  • Create and maintain long term, trusting relationships with our customers
  • Understand and document all customer contacts, their responsibilities and temperature
  • Participate in a predetermined cadence of business reviews with each customer
  • Maintain customer health with a focus on zero churn by resolving issues and proactive engagement
  • Respond to complaints and facilitate issue resolution to improve customer engagement and the preserve/enhance company reputation
  • Clearly communicate the progress of monthly/quarterly initiatives to internal and external stakeholders
  • Achieve KPIs as set forth by the Leadership team
  • Assist with escalations and client support issues
  • Maintain customer lifecycle documentation
  • Contribute to a positive team culture
  • About you

  • Presentation and engagement skills
  • Experience in a client focused position with a commitment to the delivery of quality service
  • Excellent negotiation skills
  • Have demonstrated a strong Sales acumen
  • Ability to work in a team environment
  • Present demonstrations of software products
  • The following are desirable skills and experience but not mandatory:

  • Prior Account Management / Project Management experience in the establishment or maintenance of Enterprise scale Technology Solutions/architectures either as an employee in Enterprise Software or  Enterprise System Integrators/IT services businesses.
  • Experience or knowledge of the community care sector; disability, aged care, mental health etc
  • Technical knowledge - Salesforce configuration and or development
  • Experience using company products
  • High ability to manage a sales discovery process
  • Our culture 

    At Lumary, we want our employees to feel part of a collaborative family.

    We want you to feel that you have opportunities to exercise creativity and express your innovative mind in everything you do for the greater good of the community we’re supporting. We work hard to care for our community and build tech for a better tomorrow.

    We offer our team flexible working options and the freedom and autonomy to do their best work in a way that works for us. Whether that’s working from home or hanging out in the Lumary office. We love to laugh, we encourage health, fitness and mindfulness during our working days, and we’re always up for a fun night with the team to balance out those effort filled days of work.

    We’re looking for people that bring great energy, that have a long-game focus and are always curious to find new angles and approaches to the way we work. We’re a team with a relentless focus on ‘what’s next’ but at the same time, reviewing ‘what’s been done’ so we can learn, grow and adapt. 

    We foster an inclusive workplace culture where people are respectful and care about their impact on others -- it is critical for us to cultivate a respectful culture internally as it reflects the way in which we engage, collaborate and support the community we partner with. 

    Lumary is fast-paced and as we continue to grow, we need agile and diligent, vibrant and high energy skilled individuals to join our team and take-part in our global mission to develop software that provides better wellbeing through technology! 

    Next steps

    If you are interested in applying for this position and think you meet most of the role requirements, please Apply Now and attach a copy of your CV.

    The successful applicant needs to hold or pass a national police check, working with children and disability services employment check to be provided with ongoing employment at Lumary. 

    We look forward to hearing from you soon!