PainChek® Customer Excellence Consultant – Account Manager

Your primary responsibilities will include but not be limited to the following:

    • Be the first point of contact with potential and existing customers via Microsoft teams meeting, phone call and email to assist with any specific request.
    • Have end-to-end responsibility for account managing and retaining a portfolio of customers. Engage multiple levels of the client organisation, from leaders, champions and clinicians.
    • Analyse PainChek’s business analytics to monitor and prioritise your customer engagement.
    • Support the Customer Excellence Manager and Head of Operations with strategic and key account management. with ongoing account support. This includes scheduled follow-ups with projects Sponsors/Leads, monitor usage, prepare monthly utilisation reports, facilitate technical/clinical queries to the right team and organise refresh training where required.
    • Work closely with a range of resources who each play a part in the onboarding process these include our IT support, Implementation, Clinical and teams.
    • Maintain and update account and customer data for internal reporting.
    • Participate in regular meetings with the PainChek team to lead updates on training pipeline and client handovers.
    • Support the Customer Excellence team to collect product and service feedback through online surveys and client interviews.

The ideal candidate will have:

    • Experience managing small and midsize businesses, ability to manage complex accounts; relationship management is your strength.
    • Excellent written, verbal and presentation skills with the ability and confidence to communicate with stakeholders at all levels of an organisation.
    • Strong organisational skills and attention to detail.
    • The ability to work autonomously and be self-driven, you will at times be required to apply your own judgement and discretion to provide the best level of customer experience whilst balancing the needs of both the business and the client.
    • A self-motivated and proactive attitude to work efficiently to get the job done. All communications with customers will be done remotely so a significant amount of your time will be on the phone/video calls.
    • A high level of patience and perseverance. You will often be dealing with clients who are extremely time poor and will require multiple follow-ups and interactions to drive outcomes.
    • The ability to negotiate and handle objections in a positive and professional manner.
    • 2+ years experience in a similar role.

About the business

PainChek® is an award-winning fast growth business using the latest in technology to give a voice to people who cannot verbalise their pain. Utilising a smart phone based medical device and artificial intelligence, PainChek® technology enables the assessment and scoring of pain levels in real-time.

We are a young business focused on building an inclusive culture together that supports and encourages everyone both personally and professionally. The PainChek® team work hard and celebrate wins together, whether based in our head office in Sydney or regionally in our satellite cities. We value integrity, honesty and mutual respect and are firmly focused on striving to make a positive impact on people living with pain.

About the role

The PainChek® Customer Excellence Consultant is a full-time role reporting to the Customer Excellence Manager. The role is integral to our customers successfully embedding PainChek into their clinical practice, and ultimately transforming the lives of those living with pain. The successful candidate is someone who enjoys working in an autonomous and fast growth environment that rewards achieving outcomes.

PainChek is rapidly entering new markets, so you will have exposure to a breadth of customers across Residential Aged Care, Home Care, Disability and Hospitals. Being a fast growth and innovative company, the role also has numerous growth opportunities whether it be into strategic account management, product management or supporting entry into new markets.


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