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Customer Success Analyst


Allocate Software | Customer Service | Melbourne, Victoria

Context and purpose of role:

The Customer Success Analyst is accountable for developing a positive and productive relationship with the customer as part of the Allocate account team. This role will proactively support, guide, facilitate and enable the customer to realise benefits from the implementation of Allocate products into their organisation.

The aims of this role within the Customer Success team are to:

• Assist the customer with the adoption of Allocate products in a way that helps the customer on their journey to achieve their desired business outcomes.
• Deliver the highest levels of customer satisfaction with both the Allocate products and the brand, whereby the customer will potentially be a reference site for Allocate.
• Ensure the retention of each customer, enabling customers to realise the intended value from their investment in Allocate solutions.
• Identify opportunities and new customer needs that will lead to new business.

Each Customer Success Analyst is assigned a number of customers mainly based on geography, sometimes at the point of sale, and will provide frequent valuable touchpoints throughout the customer journey.

Principal Job Elements & Responsibilities:

• Build and maintain strong customer relationships.
• Own any business impacting support/product issues through to resolution, be the voice of the customer.
• Identify and understand customer outcomes required for both current and future needs.
• Proactively monitor the adoption of Allocate solutions within the customer organisation to ensure that they are utilising Allocate products to their full potential and identify areas for improved utilisation and effectiveness.
• Provide a level of coaching, advice or process feedback to the customer to establish more efficient practices.
• Developing strong customer relationships through direct communication with customers or third parties to achieve highest levels of customer satisfaction. Delivered by proactive & preventative customer support activities.
• Assist Services and Sales team in the generation and where necessary closure of software and services sales.
• Liaising with the product team regarding product features and changes, helping to keep the company’s products at the forefront of the industry.
• Undertaking internal training to ensure the cross pollination of skills across departments.

Core Competencies:

• Problem Solving and Decision Making – Gathers, verifies and assesses all appropriate and available information to gain an accurate understanding of situations and provide recommendations for action.
• Communication – Be personable and demonstrate effective communication, both orally and in writing, with colleagues and customers including producing reports.
• Building Relationships – Able to develop effective relationships with Allocate colleagues and customers. Able to respond appropriately to feedback
• Influencing skills – Ability to influence both within the customer success team and the wider Allocate team.
• Understanding Allocate – Aware of Allocate strategies, policies and procedures. Aware of how the organisation operates.
• Innovation, Flexibility and Adaptability – Prioritise and undertake tasks with a positive attitude and respond well to management and customer requests. Must be prepared to meet business goals and respond well to change.

Skills, Knowledge & Qualifications:

• Education – degree in computer science, computing, IT or business systems desirable. Direct experience in a role related to the use of Allocate solutions an advantage.
• Experience – Experience of healthcare workforce management in an appropriate role with associated professional development and/or accreditation.
• Training – Experience/knowledge of Allocate RosterOn products desirable.
• Industry Trends & Developments – Must take initiative to ensure technical skills and specialisations are kept up to date in line with industry developments.
• Desirable Technical Capabilities:
    -Microsoft SQL Server 2008 R2, 2012 R2 and 2014
    -Microsoft Windows Server 2012 and greater
    -IIS Administration & Diagnosis
    -Knowledge of remote access technologies (e.g Citrix)