Customer Experience Specialist

TigerConnect; Ciudad de México; Hybride; MXN 420 000 - 620 000; Plein temps

Avantages offerts par ce poste

Private medical insurance

Dental and vision coverage

Wellness reimbursement

Monthly teleworking allowance

Grocery vouchers

Travel insurance

Flexible Time Off

Résumé du poste

TigerConnect seeks a Customer Experience Specialist to support customers post-implementation within a digitally managed Customer Success portfolio. You will focus on maximizing value and guiding customers toward successful outcomes using data-driven insights.

Ideal candidates will manage multiple priorities, own customer needs, and collaborate with cross-functional teams to ensure adoption and retention through scalable digital engagement.

Qualifications

• Bachelor’s degree in Business, Communications, or related field.
• 2+ years in customer success, SaaS, or healthcare tech.
• Proven written communication for multiple management levels.

Responsabilités

• Nurture relationships with customers through proactive communication and ownership of needs.
• Personalize customer experience with tailored support and guidance.
• Drive customer health by monitoring adoption, engagement, and renewal context.
• Manage digital campaigns: email sequences, surveys, webinars, in-app messaging.
• Reinforce onboarding success via digital channels and self-serve content.

Connaissances

Clear communication

Relationship building

Analytical thinking

English proficiency

Formation

Bachelor’s degree in Business, Communications, or related field

Outils

Salesforce CRM

Email campaign 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.

If you’re eager to contribute to transforming healthcare communications in a role that blends digital engagement with personalized touchpoints to enhance customer success, TigerConnect is looking for someone like you.

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.

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