Client Implementation & Product Support Responsible for identifying, recruiting and onboarding new clients
Support successful client implementations, ensuring clients have an excellent customer experience, adopt our tools and perform at the highest levels
Document client business requirements and help validate that the final product solution meets business needs
Build meaningful relationships with clients (e.g. providers, pharmacies, client data management vendors); serve as a primary point of contact for client inquiries, issues, and escalations
Provide timely, accurate, and solutions-oriented product support; troubleshoot technical and functional issues, escalating complex matters as needed, act as a liaison between product, implementation and technical teams
Maintain knowledge of company products and services to effectively support clients
Identify recurring issues and recommend process or product improvements; work closely with all levels of end users to document business processes and workflows and begin identifying possible approaches to gaps, issues or risks
Training Development & Delivery Design, develop, and maintain client-facing and internal training materials (guides, presentations, job aids, FAQs)
Deliver live and virtual training sessions to clients and internal stakeholders
Assess training effectiveness and continuously improve learning materials and programs
Support onboarding efforts for new clients through structured implementation and training programs
Meeting Management & Client Engagement Assist in the planning, scheduling, and facilitation of client meetings, including onboarding sessions, status updates, and training workshops
Prepare clear agendas, presentations, and supporting documentation
Document meeting outcomes, action items, and follow-ups
Manage project expectations through regular client meetings, project status reports and maintaining a great relationship throughout the implementation life cycles
Documentation & Knowledge Management Create and maintain comprehensive documentation, including SOPs, knowledge base articles, release notes, and troubleshooting guides
Ensure documentation is clear, accurate, and accessible
Maintain internal administrative and knowledge-based repositories to support team efficiency
Contribute to continuous improvement of support workflows and processes
Core Competencies Client-focused mindset
Strong presentation and facilitation skills
Attention to detail
Collaboration and cross-functional teamwork
Initiative and ownership
Adaptability in a fast-paced environment
What Success Looks Like High client satisfaction, engagement and retention
Clear, well-maintained documentation that reduces support escalations
Effective training programs that improve client adoption and internal efficiency
Organized and productive client meetings with actionable outcomes
Requirements
Associates degree from an accredited institution or equivalent work experience; 2-5 years of experience in client support, customer success, or a related role, preferably in Healthcare IT, Social Care IT or pharmacy operations.
Demonstrated experience in training development and delivery
Experience with CRM systems, ticketing platforms, and knowledge management tools (e.g. Service Now, Jira, Sharepoint)
Demonstrated ability to remain organized, self-motivated and able to meet project deadlines with minimal supervision
Rigorous attention to detail, demonstrated ability to write clear, concise communications and documentation
Ability to travel to and support clients on site, as needed
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Bachelor's degree from an accredited institution
Proficient in Microsoft Office suite; working knowledge of Visio or other diagramming/design software
Experience with EHR or clinical practice management processes, Social Care management and/or Pharmacy Management Software
Ability to work in a matrix-management environment
Ability to balance multiple priorities undefined
Compliance & Regulatory Responsibilities: N/A
License/Certification: N/A that may be required or assigned
WE ARE AN EQUAL OPPORTUNITY EMPLOYER. HF Management Services, LLC complies with all applicable laws and regulations. Applicants and employees are considered for positions and are ev
Benefits
Health insuranceVision insurance
Additional Information
We are seeking a proactive and detail-oriented Client Success Specialist to join our growing team. This role is ideal for someone who thrives in a client-facing environment, enjoys problem-solving, and is passionate about delivering exceptional service. The successful candidate will play a key role in client support operations, recruiting and onboarding new clients, training development and delivery, product support, and internal coordination.
The ideal candidate brings experience supporting healthcare technology platforms, implementing technical solutions, developing and delivering training, managing client meetings, and producing high-quality documentation in a regulated environment.
Healthfirst · CT