Customer Experience Specialist

Tiger Text; Xico; Hybride; MXN 360 000 - 540 000; Plein temps

Avantages offerts par ce poste

Office in Reforma/Mexico City area

Private medical, dental, vision, and L

Wellness program and wellness days

Savings fund, teleworking allowance, V

Flexible Time Off

Résumé du poste

TigerConnect in Mexico City/Veracruz area is seeking a proactive Customer Experience Specialist to support customers post-implementation within our digital Success portfolio.

You will nurture relationships, drive adoption, manage digital campaigns, and collaborate with cross-functional teams to ensure value realization and renewal.

Qualifications

• Bachelor's degree or equivalent experience in Business, Communications, Marketing, Clinical, or related field.
• 2+ years in customer success, support, or similar roles, preferably in SaaS/healthcare tech.
• Exceptional written communication for varied management levels, including doctorate-level positions.
• Proficiency in analyzing customer data to inform strategies and recommendations.
• Strategic thinker with problem-solving skills and adaptability to changing priorities.

Responsabilités

• Nurture Relationships: Establish and nurture strong customer relationships with proactive communication and ownership of customer needs.
• Personalize Customer Experience: Understand customer needs and provide personalized guidance to strengthen relationships.
• Drive Customer Health: Monitor adoption, engagement, satisfaction, utilization, and renewal context to guide customers toward value realization.
• Manage Digital Campaigns: Execute digital campaigns and scalable engagement (emails, surveys, webinars, in-app messaging).
• Reinforce Onboarding Success: Provide post-implementation support via digital channels to sustain value from TigerConnect.
• Improve Processes: Identify workflow improvements, document SOPs for new processes, and ensure scalable ways of working.
• Manage Risk: Identify at-risk customers, prioritize interventions, maintain ownership and follow-through.
• Expand the Business: Recommend additional TigerConnect services aligned with goals and opportunities.
• Own Cross‑Functional Handoffs: Ensure clear accountability and effective collaboration with partner teams.

Connaissances

Customer success

SaaS

Healthcare tech

Data analysis

Written communication

Multi-tasking

Formation

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

Outils

Salesforce

CRM tools

Email campaign tools

Webinar platforms

Chat support tools

Description du poste

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, monthlyteleworking allowance, grocery vouchers, and travel insurance
• In addition to the minimum days off required by law, our Flexible Time Off programgives 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