Account Executive

At ShiftCare, our Customer Onboarding Managers help new customers successfully implement ShiftCare, adopt best-practice workflows, and get value from the platform as quickly as possible. This is not a passive support role. We are looking for someone confident, proactive, highly organised, and comfortable managing a high-volume onboarding workload across calls, meetings, follow-ups, HubSpot tasks, training sessions, and customer problem-solving. You will work with customers ranging from small providers with 5 seats through to larger teams with 100+ seats , helping each customer set up ShiftCare in a way that supports their business, improves their workflows, and gives them confidence from day one. Grow With Us We are looking for a PH-based, full-time, dedicated, and passionate Customer Onboarding Manager to join our growing Customer Success team. You will be a core member of our onboarding function, working closely with Sales, Customer Success, Support, Product, and Operations to deliver a high-quality onboarding experience for every new customer. This role is remote, but you must be able to work Australian Eastern Standard Time hours, 9am–6pm AEST . What You’ll Do 1. Customer Onboarding & Implementation - Lead onboarding for new ShiftCare customers, from smaller teams of around 5 seats through to larger customers with 100+ seats . - Guide customers through setup, training, workflow design, and best-practice implementation. - Run onboarding calls, training sessions, check-ins, and follow-up meetings with confidence and structure. - Help customers understand how to use ShiftCare effectively based on their business needs and operating model. - Identify potential blockers early and take ownership of getting customers back on track. 2. Workflow Problem-Solving - Work through complex customer scenarios and translate them into practical ShiftCare workflows. - Ask strong discovery questions to understand each customer’s operational needs. - Help customers make good decisions about setup, roles, permissions, processes, scheduling, billing, and care operations. - Distinguish between training gaps, workflow issues, user error, bugs, and feature requests. - Escalate issues clearly and appropriately when support from other teams is needed. 3. High-Volume Customer Communication - Manage a busy onboarding workload across calls, meetings, follow-ups, and admin tasks. - Stay organised while handling multiple customers at different stages of onboarding. - Communicate proactively with customers so they know what is happening, what is expected of them, and what comes next. - Keep momentum high during onboarding and avoid letting customers drift or stall. - Be comfortable making calls, following up directly, and driving customers toward completion. 4. HubSpot Ownership & CRM Hygiene - Maintain accurate and detailed onboarding records in HubSpot . - Keep notes, next steps, customer status, meeting outcomes, risks, and follow-up tasks up to date. - Use HubSpot consistently to manage your pipeline, prioritise work, and provide visibility to the wider team. - Treat CRM hygiene as a core part of the role, not an admin afterthought. - Ensure leadership can clearly understand the status, risks, and progress of your onboarding customers. 5. Training, Enablement & Content - Deliver clear, confident product training to customers in live sessions. - Create or contribute to customer-facing enablement content such as short videos, walkthroughs, webinars, templates, and help resources. - Be comfortable explaining product concepts simply and clearly to different customer types. - Support customers in adopting underused or newly released features. - Look for opportunities to improve the onboarding experience through better resources, repeatable processes, and scalable training. 6. Continuous Improvement - customer feedback, onboarding patterns, common blockers, and product insights with the wider team. - Help i