Job Description

\xe2\x80\x9cDo you want to help build the best patient engagement platform that significantly improves healthcare for millions of patients?\xe2\x80\x9d

ROLE MISSION: Join an exciting and growing company to make an impact in the world of healthcare! You will be working with the WeGuide team to implement key projects and give our clients an amazing experience. If you are an up-and-coming Technical Project Manager/Owner, BA, Technical Customer Success manager or technology professional, this role could be for you!

As a Technical Customer Success Manager you will be responsible for helping our customers get the most out of our amazing software. You will be an expert in the WeGuide software, working with our customers throughout the implementation lifecycle (from onboarding through to support). You will act as the voice of the customer internally, bridging the gap between sales, marketing, and product.

What is WeGuide?

WeGuide is a digital health startup that started in Melbourne, Australia in 2019. We currently have 20+ customers in the EU/USA/Australia and are growing. WeGuide is a platform that is making the patient experience better, on a mission to improve 20,000,000 lives globally by 2025.

We currently have clients including the Royal Children\xe2\x80\x99s Hospital, World Health Organization, and Murdoch Children\xe2\x80\x99s Institute.

WeGuide started 5 years ago and has already grown to a team of 25 people across the world. We are a remote friendly company, with people working across 5 countries. We have an inclusive and open company culture and encourage applicants from the LGBTQI+ community.

Want to make a difference in the world? Join WeGuide today!

KEY RESPONSIBILITIES

• Becoming an expert of the WeGuide system and app, being able to explain and train the product to anyone (internal or external).
• Helping our customers setup, configure and troubleshoot the WeGuide system. Solid knowledge of how to use digital SaaS platforms and softwares is a massive plus.
• Work closely with our clients to implement projects end to end, providing a great customer experience to drive high NPS scores
• Ability to gather customer requirements (technical and functional) and translate them into user stories for our product team and/or WeGuide workflows.
• Managing our support portal and process including assisting the technical support teams with debugging our client issues within a timeline manner. You will work closely with the product team, software engineers (BE/FE) and external customers to drive prompt resolution of issues raised.
• Managing implementation projects end to end, including resources, budget, client expectations delivering an incredible customer experience
• Helping our customer realise value whatever stage they\xe2\x80\x99re at, whether they\xe2\x80\x99re completely new users or experienced customers discovering a new feature
• Collecting customer feedback and closing feedback loops around product functionality and features. You will act as the voice of the customer, bridging the gap between our customers and product, sales and marketing teams.
• Prepare and generate ad hoc reporting, data extraction and analysis

ESSENTIAL EXPERIENCE

• At least 3+ years as a BA, technical project manager/owner, technical customer success manager or similar delivering amazing customer experiences, helping your company retain key clients and achieve a high NPS
• You are a technical wizard - you will have a high level of technical capability and comfort, including a high level of experience using complex digital platforms and systems. Please note - knowledge of coding is not required for this role, but is considered a plus.
• Experience in a startup or lean/Agile environment. You are comfortable with being uncomfortable
• Business Analyst skills such as requirement management, change requests, acceptance criteria, user stories, etc
• Preparing detailed project plans to schedule key project milestones, workstreams & activities. And managing the delivery of the project according to this plan.
• Knowledge and understanding of digital project management and support tools (e.g., Jira, Miro, Slack, Confluence, Freshdesk, Google sheets)
• You must be an external stakeholder hero - managing the relationship and also setting firm expectations with the client and all stakeholders. Ensuring the project is delivered to their satisfaction, but importantly it is within our scope and budget.
• You must be flexible in how you work - Working with local and remote (international) teams
• You must have an eye for system and process improvement - Optimising and improving processes and the overall approach where necessary
• Experience working with Agile principles
• Internal stakeholder alignment - Working with the product team to match your client\xe2\x80\x99s timelines with our product roadmap

ESSENTIAL QUALITIES

• Strong personal alignment with WeGuide\xe2\x80\x99s mission of making a positive impact on people\xe2\x80\x99s lives
• High level of emotional intelligence - we look for people who understand others, and work hard to build strong relationships with their team and customers.
• Strong initiative and learning ability. If you are someone who loves a challenge, and solving complex problems - this role is for you
• Leadership - we look for people who can self-direct and drive change. Everyone is a leader in the WeGuide team
• Comfortable being uncomfortable
• Organised and detail-oriented, able to prioritise tasks and self organise
• Negotiation / Influencing Skills
• Not afraid to have hard conversations internally and externally
• Process and documentation driven
• Independence and autonomy
• Proactive all-rounder
• Excellent communication skills - written and verbal
• High Emotional Intelligence
• Eagerness to learn and grow with the company, can-do attitude, and willingness to help out anyone within the team

Why work at WeGuide?

Working at WeGuide isn\xe2\x80\x99t your typical workplace experience. Our team is super connected, passionate, and hard-working, and keeping our culture amazing is our #1 priority.

Our recruitment process is long because we want to get it as right as we can. Once you\xe2\x80\x99re in, we know you\xe2\x80\x99ll love it.

Here are some of the things we offer:

• A strong mission to improve 25 million lives through digital healthcare. Use your skills as a force for good and join a team that believes in making the world a better place.
• A company that lives by its values.
• Improve myself and each other
• Solve problems that improve people\xe2\x80\x99s lives
• Everyone leads
• Become comfortable with being uncomfortable
• Only create products that people love
• An amazingly genuine, engaging, and friendly culture.
• Flexible working hours and location, a mix of office and work from home
• Working in an international team
• A focus on your growth and development

Benefits that designed for you

• A diverse and inclusive place to work
• Health and Well-being rewards
• Extra Rewards
• Competitive remuneration
• Flexible work practices, including hybrid working arrangements.

Powered by JazzHR

Curve Tomorrow