Client Engagement Specialist

About Resparke

Resparke is a mission-focused enterprise developing innovative technology solutions for aged care. Their platform enhances personalised and meaningful engagement for residents, including those with dementia, used by aged care providers across Australia. Success is measured by active and comprehensive daily use within client facilities.

Role Overview

Located in Sydney, NSW with a hybrid working model requiring two days onsite and travel to customer sites, this full-time position centers on managing the full client lifecycle. As the Client Engagement Specialist, you will be the key liaison between Resparke and the aged care facilities, spanning roles from responsive problem resolution to proactive customer success, ensuring optimal platform utilization. The role demands a hands-on, relationship-oriented approach, motivated by impactful outcomes, comfort in resolving escalated issues, and an analytical mindset to prioritize interventions.

Primary Responsibilities

• Manage Tier 2 escalated support inquiries via email and phone, resolving complex technical and service issues.
• Provide on-site support and setup services at customer locations as required.
• Conduct daily customer account management including compliance monitoring and debtor follow-ups.
• Maintain and update both customer-facing and internal knowledgebases to facilitate self-service and efficient issue handling.
• Identify recurring issues and relay insights to the product team for continuous improvement.
• Lead onboarding processes for new customers, ensuring smooth adoption and readiness for effective platform use.
• Communicate strategically throughout the customer journey to encourage progressive engagement.
• Coach facilities to advance from initial use to deeply embedded personalized engagement.
• Monitor customer engagement metrics regularly across the network; identify and act upon early signs of reduced engagement or potential churn.
• Conduct proactive outreach to revitalise usage by engaging facility managers and staff.
• Analyze churn risks and execute targeted interventions to retain clients.
• Support contract renewal and resell procedures, handling cancellations professionally and documenting feedback.
• Collect customer testimonials, referrals, and user-generated content to support marketing efforts.
• Gather qualitative feedback to inform product and content strategies.
• Identify growth opportunities such as additional units or service expansions and coordinate with business development.

Success Indicators

• Increasing active days and engagement metrics within managed facilities.
• Early detection and intervention for at-risk customers resulting in lower churn rates.
• Efficient onboarding achieving high completion rates and swift time-to-value.
• Consistent accumulation of customer advocacy materials to support marketing.
• Rapid resolution of support escalations with continuously improving knowledgebase resources.

Skills & Experience

• Minimum three years' experience in aged care, especially in customer success, account management, or advanced customer support roles.
• Strong relationship management and networking capabilities.
• Excellent verbal communication skills, confident interacting with diverse stakeholders from floor staff to executives.
• Technical proficiency, including handling and troubleshooting hardware such as Android devices and performing on-site setups.
• Data literacy to interpret engagement dashboards, detect trends, and prioritize interventions.
• Excellent organizational skills to manage a large portfolio effectively.
• Preferred experience with CRM and support tools, as well as exposure to renewal, upsell, and advocacy programs.
• Attributes such as genuine warmth, patience, proactive problem identification, flexibility across the support-to-success spectrum, and willingness to travel to customer sites are highly valued.

Join Us

Become part of Resparke's mission-driven team committed to transforming aged care through meaningful digital engagement. Enjoy a collaborative environment and make a real difference in this important sector.