Client Experience Specialist

About Us: Carefeed is the all-in-one technology platform that helps senior living and long-term care providers simplify daily operations across every community. It automates and organizes the work teams handle each day so they are not relying on paper, spreadsheets, calls, emails, or disconnected tools. 

Communities use Carefeed for communication, e-signatures, payments, surveys, training, and reporting in a single connected system. It integrates with EHR and HR systems and uses AI to reduce manual work, giving teams hours back each week to spend more time with residents, while also giving families the information they need. 

Trusted by thousands of communities across the US and Canada, Carefeed is simple to learn, powerful to use, and built for the pace and pressure of multi-community care. 

About the Opportunity: The Client Experience Specialist (CES) plays a key role in onboarding and ensuring the long-term success of Carefeed’s solutions for clients. As clients transition from onboarding to active users, the CES is responsible for maintaining their satisfaction, fostering client retention, and driving continued product adoption. This role is vital to delivering exceptional client experiences and helping clients realize the full value of Carefeed’s platform. 

Key Responsibilities:  

• Onboard and Train New Clients: Guide new clients through the implementation and setup of Carefeed’s solutions, ensuring a smooth transition and effective use of the platform. 
• Provide Ongoing Client Support: Serve as the primary point of contact for assigned client communities, offering high-level assistance and resolving issues as they arise. 
• Create and Customize Client Communications: Assist in developing communication templates, questionnaires, and calendars tailored to client needs. 
• Digitize and Manage Client Documentation: Use Adobe and DocuSign to digitize admission agreements and consents, facilitating e-signature workflows within the Carefeed platform. 
• Monitor Client Experience and Retention: Track client engagement through monthly usage reports, conduct regular “Carefeed Check-ins” via email or phone, and perform success reviews to assess activity and satisfaction. 
• Contribute to Client Experience Best Practices: Collaborate with the Client Experience team to share insights, refine processes, and establish best practices for client onboarding, training, and ongoing support. 

Required Skills:   

• 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. 

Qualifications: 

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

What You’ll Love: 

• Be part of a high-growth start-up that’s making a difference in the lives of senior care providers and their communities  
• Comprehensive medical, dental, and vision plans  
• Company-paid holidays and a 401k plan  
• Opportunities to grow your career as the company scales 

Work Location: U.S. Remote 

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.