Customer Relationship Manager - Positivum

MedHealth are a purpose-built collection of industry leading health, medical and employment brands. Our unique and diverse capabilities come together to get the best possible health and employment outcomes for you and the people you support. We support whole populations to better outcomes, yet never lose sight of the individual we are working with to build a better life through work and health.

Positivum is a digital health platform, trademarked to MedHealth. It houses clinical assessment tools, including the Positivum Assessment, as well as health coaching modules.

About the Role

As the Customer Relationship Manager, you will oversee customer onboarding, engagement, support and retention to maximise effective use of Positivum. You will contribute to client return to work outcomes, customer engagement, and driving best practice service delivery.

Key Responsibilities

Customer

• Manage customer onboarding, implementation, training and ongoing support.
• Resolve customer enquiries and issues, escalating technical matters as required.
• Act as the primary customer contact, providing proactive support and resolving issues efficiently.
• Monitor customer satisfaction and platform adoption, identifying opportunities for improvement.
• Conduct customer reviews to demonstrate platform value and support retention.

Technology & Reporting

• Analyse platform usage data and prepare customer performance reports.
• Coordinate product priorities, testing and releases with the developer.
• Consolidate customer feedback to inform platform enhancements.
• Work with our developer to progress the established product roadmap and manage backlog priorities.
• Prepare and present usage reports and business reviews, translating platform data into practical insights.

Stakeholder Engagement

• Engage with customers to understand business needs and identify growth opportunities.
• Identify and manage operational and customer risks, escalating significant matters as required.
• Support business development activities, including demonstrations and proposals.
• Collaborate with marketing on customer case studies and promotional materials.
• Share customer and market insights to inform business decisions.

Quality

• Maintain service quality and manage operational and customer risks.
• Support product quality assurance and change management processes.
• Ensure compliance with privacy, confidentiality and information security requirements.
• Maintain essential operational records and procedures.

About You

You are a collaborative and adaptable professional who enjoys solving complex problems and delivering meaningful digital health outcomes.

You will bring:

• An allied health qualification (desirable)
• Experience working within digital health, NDIS, rehabilitation or employment services.
• Familiarity with Agile delivery methodologies and/or software testing processes
• Relevant qualifications or equivalent experience in customer success, account management, or SaaS implementation.
• Experience delivering customer training, providing technical support and preparing reports.
• Demonstrated ability to collaborate effectively with developers and technical teams.
• Experience managing multiple concurrent projects
• Strong time management, organisational, and prioritisation skills, with excellent attention to detail.
• Resilience and the ability to work effectively in a complex and evolving environment.
• A flexible and adaptable approach, with the ability to respond positively to changing priorities and business needs.

You are welcome here.

Our fast-growing team of more than 4,000 people around Australia represent a huge array of life experiences, skills and ways of thinking. We value all these differences.

We are an Equal Opportunity Employer, proudly welcoming people with disability including mental health conditions, people from diverse cultural and linguistic backgrounds, people from the LGBTQIA+ community, veterans, carers and Indigenous Australians to our team.

We are happy to adjust our recruitment process to support accessibility needs.