Customer Success & Implementation Specialist

Position:                     Customer Success and Implementation Specialist

Employment type:     Full-time, fixed-term contract (12 months) with potential for extension

Location:                    Melbourne CBD (office-based)

Company Overview 

The Centre of Perinatal Excellence (COPE) is Australia's peak body in perinatal mental health and a leading not-for-profit organisation dedicated to reducing the impacts of emotional and mental health problems in hopeful, expectant and new parents across Australia. COPE's philosophy is that all parents should have access to evidence-based information and timely, effective screening, management and treatment.

As the developer of the Australian Clinical Practice Guideline for Perinatal Mental Health Care, COPE works nationally to improve the identification, management and prevention of perinatal mental health conditions. Through education, training, digital health solutions, referral pathways, advocacy and service improvement initiatives, COPE supports healthcare professionals and services to deliver best-practice perinatal mental health care.

COPE is a small, passionate and purpose-driven organisation where every team member has the opportunity to make a meaningful contribution to improving outcomes for parents, infants and families across Australia.

Role Overview 

We are seeking a Customer Success and Implementation Specialist to support healthcare services to successfully implement, embed and optimise the use of the iCOPE screening platform within clinical practice. This role combines customer success, implementation support, training, stakeholder engagement and quality improvement to ensure healthcare services achieve the best possible outcomes for clinicians and patients.

Working as part of our Customer Success team, you will build trusted relationships with healthcare professionals, administrators and organisational leaders, supporting them to adopt and maximise the value of the iCOPE platform. You will deliver onboarding and training, facilitate service improvements, support clinical workflow integration and contribute to the ongoing evolution of the platform through customer feedback and insights.

This role will suit someone who enjoys working collaboratively with healthcare services, managing change, solving problems and improving service delivery. While the role includes supporting users of a digital health platform, its primary focus is on implementation, customer success, stakeholder engagement, quality improvement and long-term relationship management rather than traditional IT helpdesk support.

Key Responsibilities  

• Implementation & Onboarding: Lead the implementation and onboarding of new healthcare services, including project coordination, stakeholder engagement, workflow mapping, training and adoption support to ensure successful integration of the iCOPE platform into clinical practice.
• Customer Success & Relationship Management: Build and maintain strong relationships with healthcare service teams through regular review meetings, user groups and feedback sessions, supporting customers to maximise the value and impact of iCOPE.
• Training & Education: Deliver training and ongoing education to clinical, administrative and leadership teams, ensuring users have the knowledge and confidence to effectively utilise the platform.
• Clinical Workflow Integration: Work closely with healthcare services to understand their operational and clinical requirements, supporting the integration of iCOPE into existing workflows and identifying opportunities to improve efficiency and user experience.
• Service Improvement & Customer Insights: Gather, analyse and communicate customer feedback, usage trends and service improvement opportunities to inform enhancements to the platform, implementation approach and customer experience.
• Quality Improvement & Accreditation: Contribute to quality improvement initiatives, policy and procedure development, accreditation activities and ongoing alignment with relevant healthcare quality and safety standards, including the National Safety and Quality Digital Mental Health Standards.
• Customer Support & Issue Resolution: Provide timely support to healthcare service users, coordinating the resolution of issues with internal and external stakeholders where required, and ensuring customers receive a responsive and positive experience.
• Documentation & Knowledge Sharing: Develop and maintain implementation resources, training materials, user guides, FAQs and knowledge base content to support consistent service delivery and continuous improvement.

Skills & Qualifications

Essential:  

• Minimum 5 years' experience in customer success, healthcare implementation, account management, service delivery or stakeholder engagement roles within healthcare, digital health or maternity care.
• Understanding of maternity, perinatal or broader healthcare service delivery systems.
• Strong communication, stakeholder engagement, problem-solving and customer relationship management skills.
• Proven ability to build trusted relationships and engage effectively with clinicians, health service executives, administrators, project teams, operational stakeholders and Information Technology teams.
• Ability to confidently support users of digital health platforms and coordinate resolution of issues with technical teams where required.
• Demonstrated experience leading or supporting healthcare service implementations and change management activities.
• Strong understanding of quality improvement principles and healthcare governance.
• Experience analysing customer feedback and identifying opportunities for service, process or product improvement.
• Experience developing and delivering training, user guides, customer communications and other educational resources.
• Excellent organisational and time management skills, with high attention to detail.
• Demonstrated ability to work independently, take initiative and contribute effectively within a collaborative team environment.
• Proficiency with Microsoft Office Suite and experience working with CRM, ticketing and knowledge management systems.
• Experience with clinical software systems.

Preferred: 

• Registered Midwife, Child and Family Health Nurse, or Registered Nurse with antenatal, postnatal or perinatal experience.
• Experience in software implementation, clinical integration or digital health projects.
• Experience supporting accreditation, quality assurance, compliance or continuous improvement activities within healthcare or digital health settings.
• Familiarity with the National Safety and Quality Health Service (NSQHS) Standards and/or the National Safety and Quality Digital Mental Health Standards.
• Experience working within a regulated healthcare environment.
• Experience participating in accreditation processes, audits or healthcare quality improvement initiatives.

How to Apply

To be considered for this position, applicants must submit:

1. A cover letter that addresses each of the Essential Skills and Qualifications outlined in the Position Description and provides specific examples demonstrating your experience and capability in each area.
2. A current resume outlining your employment history, qualifications and relevant experience.

Please note: Applications that do not specifically address the Essential Skills and Qualifications in the cover letter will not be considered.

We encourage applicants to provide clear, evidence-based examples that demonstrate their experience in healthcare implementation, stakeholder engagement, customer success, training, quality improvement and related activities.