Partner Support Specialist

Jobtailor; Irvine (CA); On-site; USD 70,000 - 90,000; Full time

Benefits offered by this job

Unlimited PTO

Parental Leave

L&D Budget

Employee stock options

Job summary

Acorn Biolabs in Irvine is seeking a Partner Support Specialist to act as the trusted operational partner for partner clinics, ensuring seamless, proactive, and memorable interactions. You will connect clinics with laboratory, operations, logistics, and commercial teams to maintain timely information and outstanding support.

The role emphasizes client obsession, problem solving, and creating long-term relationships while enabling smooth onboarding and ongoing operations across the patient

Qualifications

• 2–5 years of experience in Customer Success, Customer Experience, Client Services, Account Coordination, Healthcare Operations, or related field.
• Outstanding written and verbal communication skills.
• Strong organizational skills with exceptional attention to detail.
• Ability to manage multiple priorities in a fast-paced, high-growth environment.
• Highly proactive with a strong sense of ownership and accountability.
• Passion for delivering exceptional customer experiences.

Responsibilities

• Serve as the primary day-to-day point of contact for assigned partner clinics.
• Build trusted relationships through responsive, proactive, and professional communication.
• Ensure every clinic interaction reflects Acorn's commitment to quality and service excellence.
• Resolve customer issues quickly while maintaining a positive customer experience.
• Support new clinic onboarding and ensure smooth onboarding to ongoing operations.
• Coordinate with internal teams to ensure timely sample processing, product fulfillment, shipping, and follow-up.
• Keep clinics informed throughout the lifecycle of their patients' orders.
• Identify opportunities to improve clinic engagement and utilization.
• Partner closely with Laboratory Operations, Clinical Affairs, Logistics, Marketing, Finance, and Sales.
• Coordinate internal resources to meet customer needs efficiently.
• Escalate issues appropriately while driving timely resolution.
• Maintain CRM records and customer communications.
• Assist with patient education and interactions via phone, email, and virtual channels.
• Welcome patients visiting the Irvine laboratory and provide a professional experience.
• Become trained in Acorn's collection procedures and assist patient collections as required.
• Represent Acorn at patient events and initiatives.
• Help develop scalable customer experience processes as Acorn grows.

Skills

Customer Success

Healthcare Operations

Account Coordination

Communication

Tools

HubSpot

Salesforce

Job description

Company Overview

At Acorn Biolabs, we are pioneering the future of health through cutting‑edge cellular preservation and regenerative medicine. By empowering individuals to bank their healthy, younger cells today, we provide access to tomorrow’s advancements in personalized healthcare and age‑related treatments. Our dynamic team is composed of leading experts passionate about driving innovation and transforming the way we approach long‑term health and longevity. Join us in making an impact on the future of…

The Opportunity

At Acorn, we believe our partner clinics deserve an experience that is every bit as exceptional as the science behind our products.

As our Partner Support Specialist, you will become the trusted operational partner for our clinics, ensuring every interaction with Acorn is seamless, responsive, and memorable. You will serve as the primary link between our partner practices and our internal teams—including the laboratory, operations, logistics, clinical affairs, and commercial organization—to ensure clinics receive timely information, proactive communication, and outstanding support.

This role is ideal for someone who is genuinely client obsessed. You anticipate needs before they arise, thrive on solving problems, and take pride in creating experiences that build long‑term relationships.

What You’ll Do

Deliver an Exceptional Customer Experience

• Serve as the primary day‑to‑day point of contact for assigned partner clinics.
• Build trusted relationships through responsive, proactive, and professional communication.
• Ensure every clinic interaction reflects Acorn's commitment to quality and service excellence.
• Resolve customer issues quickly while maintaining a positive customer experience.

Own the Clinic Journey

• Support new clinic onboarding and ensure a smooth transition from commercial onboarding to ongoing operations.
• Coordinate with internal teams to ensure timely sample processing, product fulfillment, shipping, and follow‑up.
• Keep clinics informed throughout the lifecycle of their patients' orders.
• Identify opportunities to improve clinic engagement and utilization.

Be the Bridge Across the Organization

• Partner closely with Laboratory Operations, Clinical Affairs, Logistics, Marketing, Finance, and Sales.
• Coordinate internal resources to ensure customer needs are met efficiently.
• Escalate issues appropriately while driving timely resolution.
• Help ensure information flows seamlessly between our internal teams and partner clinics.

Patient Experience

• Able to support prospective and existing patients through phone, email, and virtual interactions.
• Help educate patients on Acorn's products, services, and processes while ensuring a premium customer experience.
• Welcome customers visiting Acorn's Irvine laboratory and provide a professional, personalized experience.
• Become trained and certified in Acorn's proprietary collection procedures and perform patient collections at the Irvine laboratory as required.
• Partner closely with Laboratory Operations to ensure patients receive a seamless experience from collection through processing.
• Represent Acorn professionally during patient events, educational programs, and customer‑facing initiatives.

Drive Continuous Improvement

• Capture customer feedback and identify opportunities to improve processes and the overall customer journey.
• Maintain accurate CRM records and customer communications.
• Assist with new product launches, educational initiatives, and customer communications.
• Help develop scalable customer experience processes as Acorn continues to grow.

What We’re Looking For

Required Qualifications

• 2–5 years of experience in Customer Success, Customer Experience, Client Services, Account Coordination, Healthcare Operations, or a related field.
• Outstanding written and verbal communication skills.
• Strong organizational skills with exceptional attention to detail.
• Ability to manage multiple priorities in a fast‑paced, high‑growth environment.
• Highly proactive with a strong sense of ownership and accountability.
• Passion for delivering exceptional customer experiences.

Preferred Qualifications

• Experience working with physician practices, healthcare providers, medical devices, biotechnology, or life sciences.
• Experience with CRM platforms such as HubSpot, Salesforce, or similar systems.
• Experience coordinating across multiple internal stakeholders.

What Success Looks Like

In your first year, you will:

• Become a trusted partner to Acorn's growing network of clinics.
• Deliver an exceptional customer experience that strengthens long‑term clinic relationships.
• Improve onboarding, communication, and operational consistency across partner practices.
• Help increase clinic engagement, activation, and retention.
• Identify opportunities to improve customer‑facing processes as Acorn scales.
• Become a key cross‑functional resource that helps connect our commercial, laboratory, and operations teams.

What’s in it for You

• We offer a competitive salary, benefits package, and additional perks that reward your hard work and dedication.
• You will get to be part of a forward‑thinking team at the forefront of regenerative medicine and cellular preservation.
• You will play a key role in shaping the future of healthcare, making a tangible difference in the lives of our clients and society.
• You will have opportunities for professional development and advancement as we continue to expand and innovate.
• You will be joining a passionate, diverse team that values creativity, collaboration, and knowledge‑sharing.
• You will work with the latest advancements in biotech and gain exposure to groundbreaking research and applications.
• Unlimited PTO, paid Parental Leave, L&D Budget, Employee stock options, etc.

Why Join Acorn

This is more than just a job—it’s an opportunity to be part of a company revolutionizing healthcare. At Acorn, we value teamwork, adaptability, and a passion for growth. Our sales team thrives on collaboration, sharing wins and challenges, and pushing forward together to shape the future of regenerative medicine.

Our Values

• Integrity First. In our science, with our clients and with each other. Always.
• Collaborate. Be kind, supportive, respectful, and inclusive. Be humble and grateful.
• Show up. Take pride in your work. Be dependable, accountable, and disciplined. Strive for excellence – and be agile. Add value.
• Be curious. Ask why. Constantly learn. Create. Innovate.
• Be YOU. Be your unique and authentic self. Bring your whole self to work.