Customer Success Associate
HealthMetrics · Melbourne VIC · onsite
About the role
Working within the Customer Success MOA team and reporting to the Customer Success Team Leader, you are responsible for providing real-time technical support to clients using our SaaS quality improvement platform. As part of the team, you will be instrumental in ensuring client queries—both internal and external—are addressed promptly, accurately, and effectively. This role works collaboratively with the wider team; you will help foster strong client relationships, support onboarding and training initiatives, and contribute to continuous improvement in service delivery.
Key responsibilities
- Providing direct technical support via phone, email, and real-time communication channels
- Troubleshooting client technical issues and escalating complex cases where required
- Maintaining accurate and detailed records of all client interactions and resolutions
- Reinforcing client understanding through follow-up support and guidance
- Monitoring unresolved IT tickets and escalate concerns as needed
- Seek timely resolution of client queries and strive for consistent high levels of client satisfaction
- Build capability to resolve issues as a first point of contact
- Hold a proactive approach to learning and share knowledge of sector updates and platform changes with team and business as appropriate
About you
- Demonstrated experience in customer support or client-facing roles, particularly experience in SaaS or technology-enabled environments
- Strong problem-solving and troubleshooting capabilities
- Excellent communication skills, with a clear and confident client-facing approach
- Highly organised, detail-oriented, and capable of maintaining accurate documentation
- Ability to manage multiple priorities and respond effectively in a fast-paced environment
- Collaborative mindset with strong interpersonal skills
- Experience in healthcare, aged care, NDIS, or quality improvement sectors
About us
Evaran is a technology Company, purpose built to support the future of care through connected software, data and insight. Formed through the recent coming together of Health Metrics, MOA Benchmarking and CareLineLive. Evaran supports more than 1,100 providers and 170,000 care recipients across 2,100 locations in seven countries, including Australia, New Zealand, the United Kingdom and Europe. At the core of its offering is the Evaran platform, which brings together clinical, operational and governance capabilities across the care journey. With more than 20 years of experience across the group, Evaran is focused on building a more connected and integrated approach to care technology.