Customer Relationship Manager

AlayaCare ANZ has an immediate opening for a Customer Relationship Manager to meet our customers’ needs.

Software Solutions Overview

For more information about Procura by AlayaCare and AlayaCare Residential, please go to and

Key Purpose

The Customer Relationship Manager (CRM) will be responsible for a portfolio of Procura by AlayaCare and AlayaCare Residential customer accounts and partner with customers to ensure they are optimising the use of their AlayaCare solutions and recognising a return on their investment.

The CRM will be successful in developing and maintaining customer relationships and providing valuable guidance around operations and optimisation of enterprise product solutions. The CRM is required to have a proven ability to analyse, diagnose, and ensure resolution of a complex scope of technical issues. In this role, the CRM is their customer’s champion within AlayaCare and a point of escalation for their customers.

Duties and Responsibilities

The CRM is responsible for the following and may be assigned additional duties not listed below.

  • Be responsible for the overall health, success and retention of your assigned
    portfolio of Procura by AlayaCare and AlayaCare Residential customers
  • Proactively managing your portfolio of customers through regular
    touchpoints/customer health checks
  • Keeping a record of customer interaction and details of actions taken
  • Managing customer escalations and escalating further as required
  • Upselling and cross selling additional licences, new modules and services to
    customers for optimisation of the Procura by AlayaCare and AlayaCare Residential
  • Keeping up to date with release notes and drive adoption and utilisation of new
    features in AlayaCare solutions
  • Taking handover of newly stabilised accounts
  • Maintaining relationships with Client Services, Sales, Development and Support
  • Providing feedback to Product Management, Sales and Client Services
  • Keeping internal tools up to date relevant to CRM tasks

Required Competencies


Nice to have

  • Relevant tertiary qualifications (business, health and/or technology).

Knowledge and Experience


  • Demonstrated experience in software consulting and training

Nice to have

  • Prior experience (2+ years) managing or leading a portfolio of customers, preferably
    in the SaaS space
  • Procura Community, Procura Resident Management / Retirement Villages (formerly
    People Point), Procura Care Exchange, AlayaCare software knowledge
  • Aged/Healthcare/Disability Care industry knowledge
  • Knowledge and familiarity with Software Development Life Cycle
  • Knowledge and familiarity with HubSpot, SharePoint, JIRA, Confluence and Zendesk

Skills and Abilities


  • You are customer-focused and willing to go above and beyond to ensure your
    customers have a positive experience
  • You are a proactive self-starter that enjoys thinking outside of the box to solve
    complex problems
  • You are an excellent communicator and have experience navigating difficult
  • You have a proven ability to collaborate and build strong relationships with C-suite
    stakeholders, as well as subject matter experts with empathy, warmth, candour and
  • You have a passion for helping and a community focus
  • You have strong analytical skills with careful attention to detail
  • You have the ability to learn quickly and implement process change
  • You have the ability to communicate clearly and concisely in plain English, verbally
    and in writing
  • You are highly organised, self-motivated with the ability to set priorities and make
    key decisions
  • You have proven capacity to be an active team player and to proactively contribute
    to team initiatives
  • You have the ability to work autonomously and with diverse groups of people
  • You have the ability to think laterally in determining effective solutions for business

Nice to have

  • You have a working knowledge of Procura Community, Procura and or Procura
    Resident Management / Retirement Villages (formerly PeoplePoint).

All candidates must have full permits to work in Australia. 

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