Strategic Healthcare CS Partner for Growth

PracticeTek; California; Presencial; USD 65.000 - 90.000; Jornada completa

Descripción de la vacante

The Customer Success Specialist at PracticeTek is a customer-facing role within the Patients organization, blending proactive success with escalated support coordination. You’ll manage a defined book of business and work with the Enterprise Relationship Manager and cross-functional partners to prioritize risks, issues, and commitments.

You’ll help customers realize value from PracticeTek solutions by supporting adoption, reducing friction, and coordinating resolution and growth opportunities.

Formación

• Minimum of four (4) years of experience in customer success, account support, client services, support, implementation, partner support, operations, project coordination, or a similar customer-facing role.
• Demonstrated ability to manage multiple customers, cases, stakeholders, priorities, and deadlines while maintaining strong documentation, organization, and follow-through.
• Experience coordinating complex or escalated customer issues across multiple teams, with sound judgment around urgency, customer impact, communication, and when to expand.
• Outstanding written and verbal communication skills, including the ability to translate complex customer or technical issues into concise, accurate, and actionable updates.
• Practical understanding of customer adoption, retention, renewal readiness, and growth signals, with experience using CRM, ticketing, customer success, project management, or collaboration tools. Healthcare technology/SaaS familiarity is preferred.

Responsabilidades

• Own Proactive Customer Engagement: Manage proactive outreach and follow-through for an assigned book of business, building a strong understanding of customer goals, stakeholders, workflows, adoption, open concerns, and upcoming milestones to keep accounts moving forward.
• Drive Escalated Issues Toward Resolution: Partner with the Manager, Support and Support Team to coordinate high-priority customer issues from intake through resolution, ensuring customer impact, internal ownership, next steps, and communication.
• Strengthen Customer and Partner Relationships: Serve as a reliable point of coordination for assigned customers and partners by preparing meetings, tracking commitments, coordinating internal follow-up, and providing timely updates.
• Identify Retention Risks and Growth Signals: Recognize adoption gaps, unresolved issues, customer sentiment, workflow friction, and broader-use-case opportunities, then connect those insights to the appropriate owner.
• Improve Cross-Functional Execution: Maintain accurate account and case documentation, identify recurring themes, and partner across teams to improve handoffs and customer experience.

Conocimientos

Customer success

Account coordination

Stakeholder management

Communication

Herramientas

CRM

Ticketing tools

Collaboration tools

Descripción del empleo

The Customer Success Specialist at PracticeTek is a customer-facing role within the Patients organization, blending proactive success with escalated support coordination. You’ll manage a defined book of business and work with the Enterprise Relationship Manager and cross-functional partners to prioritize risks, issues, and commitments.

You’ll help customers realize value from PracticeTek solutions by supporting adoption, reducing friction, and coordinating resolution and growth opportunities.