[Hiring] Enrichment Edge Client Support Specialist @Procare HR

Role Description

Join ProCareHR/Go Icon as an Enrichment Edge Client Support Specialist. The Customer Success Specialist is the Enrichment Edge team's dedicated Go Icon platform expert. This person knows the platform's features, configuration, and reporting inside and out, and owns the technical side support of new client implementation and onboarding.

What You'll Actually Do:

• Be the team’s Go Icon expert:
  • Master the platform’s resident, staff, and family portals, scheduling, engagement tracking, and reporting.
  • Stay current on releases and serve as the team’s main liaison with Go Icon product and support.
• Lead technical implementation for new clients:
  • Partner with the Go Icon Onboarding Manager and Enrichment Program Manager to turn client requirements into platform configuration.
  • Validate data before go-live and flag risks early.
• Drive onboarding and training:
  • Deliver end-user training, help build training materials and quick-reference guides.
  • Roll out family and resident portals so each community is fully set up and engaged from day one.
• Champion client adoption:
  • Act as a responsive point of contact for platform questions.
  • Monitor usage, coach communities that need extra support, and troubleshoot issues while building a shared knowledge base.
• Improve how we work:
  • Refine the implementation playbook.
  • Recommend configurations that strengthen data and reporting.
  • Share client feedback with Enrichment Edge leadership to shape our services.

Qualifications

• Associate’s degree in IT, hospitality, healthcare, therapeutic recreation, or adjacent field.
• Minimum of two years of experience in tech onboarding, software training, implementation, or customer success/service.
• Hands-on experience administering, configuring, or supporting a SaaS platform (preferably Go Icon).
• Proven ability to train non-technical users and explain technology in plain language.
• Experience managing multiple client implementations at once with clear timelines.
• Deep technical curiosity and the drive to master a platform end to end.
• Strong project management and attention to detail, especially with data setup.
• Strong relationship-management skills as a partner, coach, advisor.

Benefits

• Health insurance with company paid premium for employee only coverage.
• FSA and HSA options available.
• Company paid dental insurance for employee only coverage.
• Company paid life insurance.
• Company paid short- and long-term disability insurance.
• A 401K plan with company match and safe harbor contribution.
• Paid Time Off.
• Additional ancillary benefits including Vision, Critical Illness, Voluntary Life/AD&D, and Accident.