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Client Services Associate - Procura Powered By Alayacare

AlayaCare - Sydney, NSW

Source: uWorkin


About AlayaCare

AlayaCare are a fast-growing mature start-up with a presence in Australia, Canada and the United States who are revolutionizing the way aged and disability care is delivered. Our software offers a complete technology solution for community and residential care organizations by offering a mix of face-to-face visit solutions and real-time telehealth, whilst streamlining field staff operations, increasing efficiency, improving communications, and ultimately improving client experiences. Focused on driving better outcomes for the aged care sector, we are driven by our purpose of enabling the care we want our loved ones to receive in the place they call home. 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.

Procura is part of AlayaCare’s product portfolio, providing clinical, operational, and financial solutions for aged care services, home care and disability, and community and residential aged care organisations.

About The Team

Our Client Service Associates (CSAs) work as part of the Client Services team to implement our software for clients post the sales process, and provide advanced consulting and training activities post implementation. CSAs support Client Services Managers (CSMs) to understand customer needs in detail, build and find solutions to meet these needs, and then ensure the solution is working as expected before our Customer Experience team take over.

Every single member of our wider team located in Australia, Canada and the United States is committed to building the best product possible to change the home and health care industries. To achieve this ambitious goal we work hard to provide our customers the best possible services and solutions, however, we also have a focus on our people and culture, and we make sure we have fun along the way.

What We Offer

  • Open and transparent culture.
  • Competitive salary package.
  • Health and wellness activities.
  • Happy hours and team outings.
  • A chance to make a difference in aged and community care in Australia.
  • A foot in the door to the rapidly expanding aged and community care tech industry.
  • Flexible work with a mixture of working from home, working in the office and working on customer sites.
  • Career progression – the CSA role is a junior CSM role with a fast-track progression to CSM after 6-12 months.

What You Will Be Working On

As a CSA for Procura by AlayaCare you will be supporting CSMs working on multiple, concurrent pieces of work as directed. More specifically, you will be completing tasks such as:
  • Working with customers to elicit, understand and analyse processes and requirements.
  • Configuring customer database and back-end software parameters to meet customer requirements.
  • Supporting CSMs in managing customer communications.
  • Providing phone based and occasionally on-site strategic and tactical consulting.
  • Preparing project documents, such as requirements documents and providing training to customers.
  • Learning and mastering our implementation best practices, methodologies, and other intellectual capital aimed at delivering value to our customers.
  • Addressing and resolving customer issues with the help of team members across AlayaCare.
  • Various other project and customer tasks as assigned.
  • Learning and progressing in your product knowledge and consulting skills in preparation for stepping into a CSM role, including owning smaller projects.

What We're Looking For In a Client Services Associate
  • You have relevant tertiary qualifications in IT or health, or;
  • You have experience in a customer facing role working on SaaS implementation.
  • You have experience in software consulting and training.
  • You are customer-focused and willing to go above and beyond to ensure your customers have a positive experience.
  • You are a proactive self-starter with strong analytical skills that enjoys thinking outside of the box to solve complex problems.
  • You have a proven ability to collaborate and build strong relationships with customers, colleagues and subject matter experts with empathy, warmth, candour, and professionalism.
  • You have the ability to communicate clearly and concisely in plain English, verbally and in writing – you don’t shy away from challenging situations or difficult conversations.
  • You have the ability to work both in a team and autonomously and with diverse groups of people.

It Would Be a Bonus If You Also Have
  • Experience working the Procura or other AlayaCare products.
  • SQL skills and experience.
  • Aged/healthcare industry knowledge

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 community and aged care sectors in Australia.