Client Engagement Specialist
Resparke Technology | Sydney, NSW (Hybrid, with travel to customer facilities) | Full-Time
About Resparke
This is an opportunity to join a mission-driven business, building category-defining technology in aged care.
Resparke provides an engagement platform for aged care, helping facilities deliver meaningful, personalised engagement for residents - including those living with dementia. Our customers are aged care providers across Australia, and our success is measured by the daily, comprehensive use of our platform in the facilities we serve.
About the Role
Purpose
The Client Engagement Specialist sits at the heart of our customer lifecycle, spanning the full continuum from reactive support (solving problems quickly when they arise) through to proactive customer success (ensuring every facility realises the full value of Resparke). You will be the primary human connection between Resparke and the facilities we serve - onboarding new customers, keeping engagement high, catching risk early, and turning happy customers into advocates.
This role suits someone who is;
Hands-on, relationship-driven
Motivated by delivering meaningful impact
Comfortable resolving an escalated support call or walking the floor of an aged care facility
Driven to analyse engagement data to decide where to focus next.
Key Responsibilities
Customer Support & Service Delivery
Handle Tier 2 escalated support emails and calls, resolving complex issues that go beyond first-line support
Provide on-site support and on-site setup at customer facilities as required
Manage day-to-day customer administration, including customer compliance tasks and debtor follow-up
Maintain the customer-facing knowledgebase and the internal support agents' knowledgebase so common issues are documented and self-serviceable
Capture and feed back issue trends and feature insights to the product team
Onboarding & Adoption
Own new customer onboarding, ensuring facilities are set up for success from day one
Deliver customer journey communications at the right moments across the lifecycle
Coach facilities on best practice to progress up the value ladder - from initial use through to deeply embedded, personalised engagement
Engagement Monitoring & Retention
Monitor engagement metrics across the customer network, including growth, fragility, and embedding indicators, escalating where necessary
Review facility engagement regularly and run low engagement checks, proactively calling Facility Managers and floor staff to re-energise usage
Conduct churn analysis and execute targeted escalations where facilities show signs of risk.
Deliver the structured check-in framework across the customer base
Assist with renewal preparation and support the renewal/resell process; process cancellations professionally, capturing learnings
Advocacy, Growth & Voice of the Customer
Collect testimonials, referrals, user-generated content, and marketing collateral from facilities
Gather qualitative content feedback to inform content and product direction
Identify and escalate growth opportunities (additional units, sites, or services) to the business development team
What Success Looks Like
Active days and engagement metrics trending up across your portfolio of facilities
Early identification of at-risk facilities, with documented interventions and reduced churn
Consistently high onboarding completion and reduced time-to-value for new customers
A steady pipeline of testimonials, referrals, and UGC feeding marketing
Support escalations resolved quickly, with knowledgebase coverage improving over time
Skills & Experience
Essential
3+ years in aged care, and more specifically customer success, account management, or senior customer support
Relationship building skills, networking abilities
Outstanding phone and in-person communication; comfortable engaging everyone from floor staff to facility managers and executives
Confident and capable when handling technology; comfortable managing on-site setups and troubleshooting hardware like Android devices
Confidence working with data - reading engagement dashboards, spotting trends, and prioritising action accordingly
Strong organisation and follow-through across a large portfolio of accounts
Desirable
Familiarity with support tooling, CRMs, and knowledgebase platforms
Experience contributing to renewal, upsell, or advocacy programs
Attributes
Genuine warmth and patience - our end users include aged care staff under real time pressure, and residents who deserve dignity and care
A proactive mindset: you don't wait for problems to surface; you look for them
Willingness to travel to customer facilities
Comfort operating across the full support-to-success spectrum - no task is too small, no relationship too strategic
Join Resparke, a mission-led company changing lives in aged care, where you can have fun along the way!
Apply now to help us bring meaningful engagement to aged care facilities across Australia.