ShiftCare

Account Manager

• The primary focus of this role is to drive customer revenue growth by generating expansion opportunities.
• Be accountable for customer retention and proactively mitigate churn risks.
• Take ownership of key accounts that require high-touch engagement.
• Identify and explore opportunities to upsell and expand the usage of new features.
• Monitor customer health and proactively address risks with mitigation plans.
• Collaborate with internal ShiftCare teams to support product adoption and successful renewals.
• Effectively resolve customer questions which may include product training sessions.
• Share best practices with colleagues to continuously improve processes and outcomes.

Customer Success Account Manager

Software Engineer

• Reporting to the Lead Development Engineer and working within an experienced and collaborative development team, you will be responsible for building performant, scalable, and sustainable mobile application architecture and software.
• Working with the technology team in the adoption and maintenance of modern (agile) software engineering practices
• Building and integrating dynamic, responsive, and high-quality mobile interfaces using React Native and related technologies.
• Supporting critical technology incidents as needed, including debugging and resolving mobile issues using tools like Sentry, Flipper, or React Native Debugger
• Contributing to initiatives in technology architecture, scalability, security, and performance
• Leading and executing React Native upgrades, ensuring smooth version migrations, stability, and dependency compatibility
• Delivering high-quality hands-on engineering work aligned with the company’s commercial objectives
• Mentoring other mobile engineers and team members
• Working within defined project management guidelines and security best practices
• Contributing technical inputs to the product team and roadmap discussions
• Be the champion in delivering scalable, robust, commercially viable technology outcomes for the company, and become a cultural change agent within the technology group to focus on engineering best-in-breed, commercially viable technology outcomes for the business.

React Native Developer

Full-stack Engineer

• Working with the technology team in the adoption and maintenance of modern (agile) software engineering practices
• Building technical integrations with third-party vendors
• Supporting critical technology incidents as needed
• Working in technology architecture, scalability, security, and performance initiatives
• Delivering high-quality hands-on engineering work in line with the companies commercial objectives
• Mentoring other platform engineers and team members
• Tracking and driving to completion all of the platform focus group's deliverables
• Working within defined project management guidelines and security best practice
• Contributing technology inputs to the product team and roadmap discussions

Customer Success Manager

• Lead end-to-end onboarding for new enterprise customers, ensuring a smooth and timely implementation.
• Act as the main point of contact throughout the onboarding process, coordinating with internal teams to deliver an exceptional customer experience.
• Manage multiple onboarding projects simultaneously, tracking milestones, timelines, and deliverables.
• Partner with Sales and Product teams to ensure alignment on customer goals and expectations.
• Analyse usage data and feedback to identify opportunities for improved efficiency and customer satisfaction.
• Build and maintain strong relationships with enterprise clients, ensuring a seamless transition from onboarding to steady-state success management.

Senior Customer Success Manager – Onboarding

• Manage relationships with key enterprise customers, ensuring satisfaction, retention, and growth.
• Develop a deep understanding of customer goals and workflows to help them achieve measurable outcomes.
• Partner with the Product team to share customer feedback, identify product improvement opportunities, and stay ahead of upcoming releases.
• Troubleshoot technical issues in collaboration with Support and Product teams, helping customers find efficient solutions.
• Proactively identify risks or opportunities within accounts and take action to mitigate or capitalise on them.
• Serve as a trusted advisor, providing best practices and strategic guidance on platform usage.

Senior Customer Success Account Manager

• Lead and coach a remote Customer Success team, ensuring effective execution of daily workflows and account management.
• Monitor KPIs, provide performance feedback, and run regular stand-ups, check-ins, and reviews.
• Ensure timely, high-quality customer interactions aligned with service standards.
• Collaborate with AU-based teams to manage escalations, align processes, and support new feature rollouts.
• Oversee onboarding delivery and provide QA feedback to improve training and scripting.
• Identify and resolve workflow bottlenecks and contribute to continuous process improvements.
• Support the setup and operations of a new hybrid office in the Philippines, fostering team cohesion.
• Act as the escalation point for complex customer issues and coach the team on objection handling and upselling.
• Report on team performance and customer sentiment to support broader success initiatives.

Manager, Customer Success – Operations

Site Reliability Engineer

• Own and improve our CI/CD pipelines (CircleCI), reducing deploy times and failure rates.
• Design and implement observability tooling - from synthetic checks and smoke tests to meaningful alerts and dashboards.
• Build reliable retry and back-off mechanisms for critical user workflows.
• Help architect and implement failover and fallback mechanisms for critical vendors and workflows.
• Work with Support to build debug tooling and dashboards that empower non-engineers.
• Collaborate with engineering to define and template runbooks, kill switches, and disaster mitigation patterns.
• Champion performance tuning and scalability improvements.
• ... and many other things, driven by you!