Senior Customer Care Manager

Early Start Australia Pty; Brisbane; Ibrido; AUD 120.000 - 170.000; Tempo pieno

Descrizione del lavoro

Assure in Brisbane is seeking a Senior Customer Care Manager to partner with priority enterprise customers, turning context and data into clear insights and practical action plans rather than just reports. You will help customers adopt Wellbeing Gateway, engage with senior leaders across People & Culture, WHS, Risk and Finance, and lead strategic reviews and renewal planning.

The role blends relationships, data, strategy and execution to deliver measurable value and grow Assure's capabilities

Competenze

• Extensive experience managing senior enterprise customer relationships in workplace wellbeing, EAP, health and HR environments.
• Ability to interpret data, identify patterns and translate insights into practical recommendations.
• Strong commercial acumen and understanding of contracts, scope, utilization and value realization.

Mansioni

• Turn data and customer context into clear insights, recommendations and practical action plans.
• Help customers adopt and maximise our Wellbeing Gateway platform.
• Build trusted relationships with senior stakeholders across People & Culture, WHS, Risk, Finance and executive leadership.
• Use workforce wellbeing data to identify patterns, emerging themes and opportunities.
• Lead strategic customer reviews, renewal planning and continuous improvement activity.
• Identify growth opportunities based on genuine customer needs and connect customers with Assure capabilities.

Conoscenze

Senior enterprise relations

CRM platforms

Data interpretation

Executive engagement

Workplace wellbeing knowledge

Commercial acumen

Cross-functional coordination

Strumenti

Reporting dashboards

Microsoft 365

AI-enabled tools

Descrizione del lavoro

Help shape the future of workplace wellbeing

At Assure, we’re evolving the way we partner with organisations.

We’re moving beyond traditional EAP and retrospective service reporting towards a more connected approach to workplace wellbeing, bringing together workforce intelligence, digital engagement, human clinical expertise and consulting capability to help organisations understand what is happening across their workforce and take meaningful action.

We’re looking for an experienced Senior Customer Care Manager to play an important role in that evolution.

This is not a traditional account management role.

You’ll partner with some of Assure’s priority and complex customers, combining strong commercial and relationship capability with curiosity, analytical thinking and an understanding of workplace wellbeing. You’ll help customers interpret workforce wellbeing signals, understand emerging priorities, improve engagement and translate insight into practical actions that create measurable value.

What you’ll do

In this role, you will:

• Turn data and customer context into clear insights, recommendations and practical action plans, rather than simply reporting activity.
• Help customers adopt and maximise our digital platform Wellbeing Gateway, connecting digital engagement with Assure’s broader clinical, consulting and wellbeing capability.
• Build trusted relationships with senior stakeholders across People & Culture, WHS, Risk, Finance and executive leadership.
• Use workforce wellbeing, service utilisation and engagement data to identify meaningful patterns, emerging themes and opportunities.
• Lead strategic customer reviews, executive conversations, renewal planning and continuous improvement activity.
• Identify responsible growth opportunities based on genuine customer needs and connect customers with relevant Assure and broader APM capability.

What you’ll bring

We’re looking for someone who is comfortable moving between relationships, data, strategy and execution.

You’ll ideally bring:

• Significant experience managing senior enterprise customer relationships within workplace wellbeing, EAP, health, human services, consulting, HR, WHS, risk or another complex B2B environment.
• Confidence working with CRM platforms, reporting dashboards, Microsoft 365 and emerging AI-enabled tools.
• Confidence engaging senior leaders and executives and providing clear, credible and commercially relevant advice.
• Strong analytical judgement, with the ability to interpret data, recognise patterns, challenge assumptions and turn information into practical recommendations.
• An understanding of workplace mental health and wellbeing, psychosocial risk, employee engagement or related areas.
• Strong commercial acumen and an understanding of contracts, scope, utilisation, revenue, margin and value realisation.
• The ability to coordinate multiple internal specialists and turn diverse expertise into a joined-up customer experience.

You don’t need to be a data scientist. What matters is your ability to ask good questions, critically interpret information, understand the customer’s context and turn insight into a clear point of view and meaningful action.

Why Assure?

This is an opportunity to join Assure at an exciting point in our evolution.

Our ambition is to help customers move from reacting to workforce wellbeing issues to understanding emerging needs earlier, making better-informed decisions and connecting insight with the right human support and interventions.

For the right person, this means the opportunity to help shape not only important customer partnerships, but also how the next generation of workplace wellbeing and workforce intelligence is delivered.