Customer Experience Specialist

TigerConnect S DE RL DE CV; Ciudad de México; Hybride; MXN 420 000 - 600 000; Plein temps

Avantages offerts par ce poste

Private medical, dental, vision, and生命

Life insurance

Wellness reimbursement

Teleworking allowance

Grocery vouchers

Travel insurance

Flexible Time Off

Hybrid work model in Mexico City

Résumé du poste

TigerConnect seeks a Digital Customer Experience Specialist to support customers post-implementation within our Customer Success portfolio. You will drive adoption, monitor health, and guide customers toward value realization using digital channels.

As a proactive, strategic thinker, you will balance customer needs with business goals, leveraging data to identify risks and opportunities while collaborating with cross-functional teams to ensure successful outcomes.

Qualifications

• Clear and concise written communication for multiple management levels, including doctorates.
• Ability to analyze customer data to inform strategies and recommendations.
• Strategic thinker with problem-solving skills and adaptability to changing priorities.
• Experience managing multiple tasks/projects with effective prioritization.
• Experience with email campaigns, webinars, chat support tools, and customer engagement platforms.

Responsabilités

• Nurture relationships with customers via digital channels and proactive communication.
• Personalize customer guidance to drive adoption and successful outcomes.
• Monitor customer health, engagement, satisfaction, and renewal context to identify risks and opportunities.
• Execute digital campaigns and scalable engagement motions (email sequences, surveys, webinars, in-app messaging).
• Provide post-implementation support through digital channels (email, chat, webinars, self-service content).
• Identify opportunities to improve team workflows and document SOPs for scalable processes.
• Identify at-risk customers using data, prioritize interventions, ensure proper handoffs and follow-through.
• Suggest additional TigerConnect services and workflows aligned with customer goals.
• Collaborate with cross-functional teams to progress customer needs and maintain ownership.

Connaissances

Written communication

Analytical thinking

Strategic thinking

Multi-tasking

SaaS experience

Formation

Bachelor's degree in Business/Communications/Marketing/Clinical

Outils

Salesforce

Chat support tools

Description du poste

TigerConnect transforms healthcare with the industry’s most widely adopted clinical collaboration platform – uniquely modernizing the way doctors, nurses, care teams, patients, and data connect. With solutions spanning care team communication, scheduling automation, alarm management and event notifications, nurse call, patient engagement and more, we accelerate productivity, reduce costs, and improve patient outcomes, safely and securely. More than 8,000 healthcare organizations trust us to deliver enterprise-ready solutions, making this possible with the right group of dedicated, thoughtful trailblazers. Today, private practice doctor’s offices, small and large hospice centers, and some of the largest healthcare organizations in the United States rely on TigerConnect. We’re a fun, hungry, smart, innovative group of eclectic people who are passionate about transforming the way clinical care teams work and communicate. We are seeking a highly motivated Customer Experience Specialist to support customers within TigerConnect’s digitally managed Customer Success portfolio post-implementation. This role is designed for a proactive, accountable, and strategic thinker who excels at managing customer relationships, balancing multiple priorities, and independently driving customer needs toward successful outcomes. As a Digital Customer Experience Specialist, you will focus on leveraging digital-first strategies to maximize customer value and success with TigerConnect’s platform, products, and tools. You will balance customer needs with business goals by using customer data and insights to improve clinical communication, drive adoption and retention, identify risk, and guide customers toward value realization. You will operate primarily through scalable digital engagement while recognizing when personalized intervention, escalation, or cross-functional collaboration is necessary to achieve the right customer outcome.

What You’ll Be Doing:

• Nurture Relationships: Serve as a trusted advisor, establishing and nurturing strong customer relationships through clear, timely, and proactive communication while taking ownership of customer needs through resolution or confirmed handoff.
• Personalize Customer Experience: Use sound judgment to understand individual customer needs and provide personalized support and guidance that strengthens relationships and helps customers achieve successful outcomes.
• Drive Customer Health: Monitor customer adoption, engagement, satisfaction, utilization, and renewal context to identify risks and opportunities. Use customer data and insights to prioritize outreach and proactively guide customers toward value realization, best practices, workflow improvements, and additional TigerConnect solutions.
• Manage Digital Campaigns: Execute digital campaigns and scalable customer engagement motions (e.g., email sequences, surveys, targeted outreach, webinars, in-app messaging), maintaining strong follow-through and operational discipline across assigned initiatives.
• Reinforce Onboarding Success: Provide timely, effective post-implementation support primarily through digital channels (e.g., email, chat, webinars, self-service content), helping customers build on their implementation and achieve continued value from TigerConnect.
• Improve Processes: Take initiative in identifying opportunities to improve team workflows and customer-facing processes. Develop and document SOPs for new or evolving processes based on frontline experience, helping create clear, consistent, and scalable ways of working.
• Manage Risk: Proactively identify at‑risk customers using available customer data and engagement signals, prioritize appropriate interventions, and maintain clear ownership, communication, and follow-through until the risk is addressed or appropriately transitioned.
• Expand the Business: Identify and recommend additional TigerConnect services, products, features, and workflows when they align with customer goals and opportunities to improve clinical communication and teamwork.
• Own Cross‑Functional Handoffs: Maintain clear accountability through internal handoffs and collaborate effectively with partner teams to progress customer needs. Adapt to evolving tools, processes, and digital strategies while maintaining ownership and follow-through through the appropriate next step or resolution.

What You Bring:

• Bachelor's degree in Business, Communications, Marketing, Clinical, or a related field; or equivalent experience.
• Background in healthcare or healthcare technology strongly preferred.
• 2+ years of experience in customer success, support, or similar roles, preferably in SaaS, healthcare technology, or high-growth environments.
• Exceptional written communication skills demonstrated through clear and concise messaging intended for various management levels, including doctorate-level positions.
• Proficiency in analyzing customer data to inform strategies and recommendations.
• Strategic thinker with excellent problem‑solving skills and adaptability to changing priorities.
• Experienced in managing multiple tasks or projects with effective prioritization.
• Experience with email campaigns, webinars, chat support tools, and customer engagement platforms.
• Business‑level proficiency in spoken and written English required.
• Familiarity with CRM tools such as Salesforce or similar platforms preferred.
• Background in healthcare workflows or clinical collaboration tools is a plus.

Perks & Benefits We Offer:

Join us in our prime office space in the heart of Mexico City's Reforma area; Our hybrid teams unite top talent from Mexico, the US, and beyond, offering flexibility and collaboration Enjoy our comprehensive benefits with excellent private medical, dental, vision, and life insurance coverage for you and your family Focus on your well‑being through our wellness reimbursement program and company‑wide wellness days (extra days off to rest and recharge) Take advantage of extra perks and benefits, including a savings fund, monthly teleworking allowance, grocery vouchers, and travel insurance In addition to the minimum days off required by law, our Flexible Time Off program gives you extra time to enjoy the things you love Join a mission‑driven team committed to making a real impact in the world of healthcare

Our mission is to provide a healthcare communication solution that radically improves the way care is delivered.

We’ve been recognized as one of the Best Places to Work in Los Angeles (2022, 2023, 2024, 2025), as well as on the list of Best Paying Companies (2022) with the Best Perks & Benefits (2022). Our team in Mexico was recognized as a Great Place to Work and Best Place to Code in 2026. We were also honored to be named to Inc. 5000’s list of Fastest Growing Companies.

TigerConnect is an equal opportunity employer and values diversity at our company!

We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.

Please contact us to request accommodation.

TigerConnect uses BrightHire to record our interviews, allowing your interviewer to focus more on the conversation and less on taking perfect notes. It also helps ensure a more fair and consistent hiring process for the best possible interview experience. Learn more about BrightHire, and how it promotes equitable hiring here. Our interviews are confidential and privacy is very important to us. You can ask the interviewer to stop the recording at any time. If you do not want BrightHire to record any of your interviews, click here.

TigerConnect is on a mission to transform and improve communication and workflows in hospitals and the healthcare industry overall. This is without a doubt a tall task, but one that we’ve been solving since 2010 and will continue to tackle with the right group of dedicated, thoughtful trailblazers. Headquartered in El Segundo, California, and with team members across seven countries, TigerConnect believes that the people building and supporting our products are the core to our success. From our outstanding benefits package to our focus on mental health & wellbeing to our life-saving products — working at TigerConnect allows you to build partnerships and truly make an impact on how healthcare communication is delivered.