Customer Success Manager (Remote)

Customer Success Manager | T-Pro APAC Pty Ltd | Australia

About us:

T-Pro is a global leader in Speech Technology and Administrative Workflow Management for Healthcare organisations. Our stated goal is to reduce the burden of documentation and administration, whilst improving the richness of data captured for the patient record.  Our technology is first and foremost user-friendly and assistive, allowing healthcare professionals to focus on patient care. On a daily basis, T-Pro’s solutions save hours of overtime for thousands of carers, across the world. 

Role Overview: We’re seeking an experienced Help Desk Manager to guide our small but passionate IT support and customer success team through a phase of consolidation and stabilisation following a period of significant change. You will be responsible for communicating business objectives, reinforcing team morale, developing procedures and policies, and ensuring our customers continue to receive exceptional service.  Your leadership will be key in fostering a supportive environment, streamlining team operations, and ensuring continued success in delivering our SaaS solutions to Australia’s healthcare sector.

Key Responsibilities:

• Lead and Stabilise the Team: Manage and guide the team through a period of consolidation, fostering stability after recent changes. You will play a key role in reinforcing team dynamics, supporting team morale, and ensuring the team remains close-knit, focused, and productive.
• Mentor and Develop: Provide mentorship and support to help team members adapt to changes, overcome challenges, and grow in their roles. Empower the team with the skills and resources they need to succeed.
• Refine Processes and Policies: Develop, implement, and refine IT support procedures and policies to enhance operational efficiency and customer satisfaction, ensuring consistency across all interactions.
• Manage Daily Operations: Oversee the day-to-day operations of the help desk, ensuring timely resolution of customer issues and maintaining high-quality service standards.
• Drive Continuous Improvement: Identify areas for process improvement and develop solutions to streamline workflows, reduce inefficiencies, and improve response times, all while maintaining a positive and collaborative team atmosphere.
• Escalation Management: Handle escalated issues, working closely with both technical and non-technical teams to resolve complex challenges and ensure swift, effective solutions.
• Cross-functional Collaboration: Work closely with other departments, including production, sales and development teams, to ensure customer issues are addressed comprehensively and efficiently.
• Foster a Collaborative Culture: Promote a close-knit, collaborative team environment, where each member feels valued and supported, ensuring a high level of engagement and job satisfaction.

Key Qualifications:

• Proven experience (5+ years) in IT support, customer success, or help desk management, with a demonstrated ability to lead dynamic teams.
• Strong leadership and people management skills, with the ability to stabilise and guide a team that has experienced recent changes.
• Experience in creating and implementing IT support procedures, policies, and best practices that drive operational efficiency and customer satisfaction.
• Exceptional communication and interpersonal skills with a focus on team development and morale.
• A problem-solving mindset, with a focus on continuous improvement and the ability to handle both technical and non-technical challenges.
• Experience with help desk software and ticketing systems (e.g., Jira, Hubspot, Intercom).
• Ability to manage competing priorities in a fast-paced environment.
• Experience in SaaS or healthcare technology industries is a plus.
• A passion for customer success, technology, and team building.

Why Join Us:

• Stability and Growth: Lead a team through an exciting period of consolidation, making a tangible impact on our operations and service delivery.
• Make a Difference: Be part of a company at the cutting edge of healthcare technology, positively influencing hospitals and healthcare providers across Australia.
• Supportive Environment: Work in a collaborative and inclusive culture that values innovation, customer focus and operational excellence.
• Career Development: Opportunities for growth and professional development in an evolving, high-impact industry.
• Competitive Compensation: Attractive salary and benefits package.

If you are a skilled leader with a passion for customer success and a talent for guiding teams through change, we would love to hear from you. Apply now to be part of a company that’s shaping the future of healthcare.

Tagged as: remote, remote job, virtual, Virtual Job, virtual position, Work at Home, work from home