{"id":3513128,"url":"https://alion.io/job/apm-senior-customer-care-manager","title":"Senior Customer Care Manager","company":{"id":2011574,"name":"APM","domain":"apm.net.au","url":"https://alion.io/company/apm-net-au","size_band":null,"is_staffing_agency":true,"employer_type":"agency","is_intermediary":false,"listed_via":null,"ats_vendor":"Schema","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Brisbane, Australia"],"countries":["AU"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":67000,"max_usd":143000,"period":"year","method":"role_seniority_country_cell","sample_n":8},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-30T06:40:25Z","employer_posted_date":"2026-10-30","last_verified_at":"2026-10-30T21:11:47Z","board_verified":true,"closed_at":null,"days_open":2,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":2},"description":"Help shape the future of workplace wellbeing\nAt Assure, we’re evolving the way we partner with organisations.\nWe’re moving beyond traditional EAP and retrospective service reporting towards a more connected approach to workplace wellbeing, bringing together workforce intelligence, digital engagement, human clinical expertise and consulting capability to help organisations understand what is happening across their workforce and take meaningful action.\nWe’re looking for an experienced Senior Customer Care Manager to play an important role in that evolution.\nThis is not a traditional account management role.\nYou’ll partner with some of Assure’s priority and complex customers, combining strong commercial and relationship capability with curiosity, analytical thinking and an understanding of workplace wellbeing. You’ll help customers interpret workforce wellbeing signals, understand emerging priorities, improve engagement and translate insight into practical actions that create measurable value.\nWhat you’ll do\nIn this role, you will:\nTurn data and customer context into clear insights, recommendations and practical action plans, rather than simply reporting activity.\nHelp customers adopt and maximise our digital platform Wellbeing Gateway, connecting digital engagement with Assure’s broader clinical, consulting and wellbeing capability.\nBuild trusted relationships with senior stakeholders across People & Culture, WHS, Risk, Finance and executive leadership.\nUse workforce wellbeing, service utilisation and engagement data to identify meaningful patterns, emerging themes and opportunities.\nLead strategic customer reviews, executive conversations, renewal planning and continuous improvement activity.\nIdentify responsible growth opportunities based on genuine customer needs and connect customers with relevant Assure and broader APM capability.\nWhat you’ll bring\nWe’re looking for someone who is comfortable moving between relationships, data, strategy and execution.\nYou’ll ideally bring:\nSignificant experience managing senior enterprise customer relationships within workplace wellbeing, EAP, health, human services, consulting, HR, WHS, risk or another complex B2B environment.\nConfidence working with CRM platforms, reporting dashboards, Microsoft 365 and emerging AI-enabled tools.\nConfidence engaging senior leaders and executives and providing clear, credible and commercially relevant advice.\nStrong analytical judgement, with the ability to interpret data, recognise patterns, challenge assumptions and turn information into practical recommendations.\nAn understanding of workplace mental health and wellbeing, psychosocial risk, employee engagement or related areas.\nStrong commercial acumen and an understanding of contracts, scope, utilisation, revenue, margin and value realisation.\nThe ability to coordinate multiple internal specialists and turn diverse expertise into a joined-up customer experience.\nYou don’t need to be a data scientist. What matters is your ability to ask good questions, critically interpret information, understand the customer’s context and turn insight into a clear point of view and meaningful action.\nWhy Assure?\nThis is an opportunity to join Assure at an exciting point in our evolution.\nOur ambition is to help customers move from reacting to workforce wellbeing issues to understanding emerging needs earlier, making better-informed decisions and connecting insight with the right human support and interventions.\nFor the right person, this means the opportunity to help shape not only important customer partnerships, but also how the next generation of workplace wellbeing and workforce intelligence is delivered.\nIf you’re excited by the intersection of customer strategy, workplace wellbeing, technology, data and human care, we’d love to hear from you.","description_format":"text","description_chars":3825,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Growth opportunities"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-10-30T09:03:46Z"}],"visa":[],"liveness":{"score":48,"band":"ok","label":"Likely open","p_open":1,"p_active":0.506,"p_room":0.945,"age_days":1,"expected_fill_days":4,"reasons":["conf:32","agency","win:mid"],"computed_at":"2026-11-01T06:10:25Z"},"pay":null,"html_url":"https://alion.io/job/apm-senior-customer-care-manager","json_url":"https://alion.io/job/apm-senior-customer-care-manager.json","meta":{"generated_at":"2026-11-01T16:41:51Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":25677,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-02T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":2011574},"rest":"https://alion.io/mcp/rest/get_company?id=2011574"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fapm-senior-customer-care-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fapm-senior-customer-care-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fapm-senior-customer-care-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/apm-senior-customer-care-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fapm-senior-customer-care-manager"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3513128}},{"tool":"search_jobs","arguments":{"company":"apm.net.au","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3513128},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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