[Hiring] Client Experience Specialist, Onboarding @Carefeed

Role Description

The Client Experience Specialist (CXS), Onboarding plays a critical role in welcoming new clients to Carefeed and setting them up for long-term success. You’ll guide clients through implementation and onboarding, ensuring they feel confident and supported as they begin using our platform. You’ll serve as a trusted partner throughout their transition to active adoption, playing a key role in client satisfaction, long-term retention, and overall product engagement.

Key Responsibilities:

• Client Onboarding & Training:
  • Lead new clients through the full implementation and onboarding process—including platform setup, configuration, and hands-on training—to ensure a smooth and successful transition onto Carefeed’s platform.
  • Facilitate virtual training sessions and confirm users are confident navigating the system.
• Ongoing Client Support & Relationship Management:
  • Serve as the primary point of contact for assigned client communities, providing high-level support and resolving questions during onboarding.
• Client Communication & Documentation:
  • Develop and customize initial platform solutions to align with each client’s specific needs and workflows.
  • Digitize and manage client documentation using Adobe and DocuSign, supporting e-signature workflows within Carefeed.
• Client Experience Optimization:
  • Track client trends, pain points, and product usage to identify opportunities to improve adoption.
  • Collaborate with the broader Client Experience team to refine processes and build best practices for onboarding, training, and ongoing client engagement.

Qualifications

• Bachelor’s Degree in a relevant field
• 3+ years of experience in a similar client success, customer service, or technical support role

Requirements

• Customer-Centric and Self-Motivated: A proactive, solution-oriented individual with strong interpersonal skills, including patience, empathy, and creativity in addressing client needs.
• Tech-Savvy and Detail-Oriented: Comfortable with technical software and capable of understanding and explaining Carefeed’s current solutions and future platform enhancements.
• Strong Facilitator and Communicator: Able to lead training sessions and client-facing interactions effectively, particularly through virtual platforms like Zoom.
• Proficient in Key Tools: Skilled in Microsoft Word, Excel, Google Docs, and Adobe. Experience with DocuSign and Canva is a plus.
• Adaptable and Collaborative: Thrives in a fast-paced, start-up environment and works well within a team to foster growth and change.
• Healthcare and SaaS Experience: Familiarity with the healthcare industry and experience working with SaaS solutions, CRM systems, and client onboarding/training are highly desirable.

Benefits

• Join a fast-growing startup making a real impact in the lives of senior care providers and their communities
• Comprehensive medical, dental, and vision insurance to support your health and well-being
• 401(k) plan to help you plan for the future
• Paid vacation, sick time, and company-paid holidays to support work-life balance
• A culture that values growth and development, with opportunities to grow your career as we scale

Work Location

Full Remote based in the USA

Equal Employment Opportunity

Carefeed provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.