Client Experience Specialist

About Us: Carefeed is an all-in-one operations platform to help senior living and long-term care communities simplify their daily operations. By replacing paperwork, spreadsheets, and disconnected tools with an easy-to-use solution, Carefeed saves time, reduces stress, and ensures residents, families, and staff stay informed and connected. Seamlessly integrating with EHRs and HR systems, Carefeed works alongside the tools providers already use—so they can keep everything running smoothly without extra hassle. With transparent pricing, personalized support, and scalable features, Carefeed serves over 1,600 communities, helping staff spend less time on tedious tasks and more time providing great care, keeping families in the loop, and running their communities with confidence. At Carefeed, we help senior living and long-term care teams lighten their workload, stay organized, and focus on what matters—caring for residents and supporting families. For more information, visit www.carefeed.com.     

About the Opportunity: The Client Experience Specialist (CES) plays a key role in onboarding and ensuring the long-term success of Carefeed’s solutions for clients. As clients transition from onboarding to active users, the CES is responsible for maintaining their satisfaction, fostering client retention, and driving continued product adoption. This role is vital to delivering exceptional client experiences and helping clients realize the full value of Carefeed’s platform. 

Key Responsibilities:  

• Onboard and Train New Clients: Guide new clients through the implementation and setup of Carefeed’s solutions, ensuring a smooth transition and effective use of the platform. 
• Provide Ongoing Client Support: Serve as the primary point of contact for assigned client communities, offering high-level assistance and resolving issues as they arise. 
• Create and Customize Client Communications: Assist in developing communication templates, questionnaires, and calendars tailored to client needs. 
• Digitize and Manage Client Documentation: Use Adobe and DocuSign to digitize admission agreements and consents, facilitating e-signature workflows within the Carefeed platform. 
• Monitor Client Experience and Retention: Track client engagement through monthly usage reports, conduct regular “Carefeed Check-ins” via email or phone, and perform success reviews to assess activity and satisfaction. 
• Contribute to Client Experience Best Practices: Collaborate with the Client Experience team to share insights, refine processes, and establish best practices for client onboarding, training, and ongoing support. 

Required Skills:   

• Customer-Centric and Self-Motivated: A proactive, solution-oriented individual with strong interpersonal skills, including patience, empathy, and creativity in addressing client needs. 
• Tech-Savvy and Detail-Oriented: Comfortable with technical software and capable of understanding and explaining Carefeed’s current solutions and future platform enhancements. 
• Strong Facilitator and Communicator: Able to lead training sessions and client-facing interactions effectively, particularly through virtual platforms like Zoom. 
• Proficient in Key Tools: Skilled in Microsoft Word, Excel, Google Docs, and Adobe. Experience with DocuSign and Canva is a plus. 
• Adaptable and Collaborative: Thrives in a fast-paced, start-up environment and works well within a team to foster growth and change. 
• Healthcare and SaaS Experience: Familiarity with the healthcare industry and experience working with SaaS solutions, CRM systems, and client onboarding/training are highly desirable. 

Qualifications: 

• Bachelor’s Degree in a relevant field 
• 3+ years of experience in a similar client success, customer service, or technical support role 

What You’ll Love: 

• Be part of a high-growth start-up that’s making a difference in the lives of senior care providers and their communities  
• Work from our Cincinnati office with an amazing team 
• Comprehensive medical, dental, and vision plans  
• Company-paid holidays and a 401k plan  
• Opportunities to grow your career as the company scales 

Work Location: Onsite in Cincinnati, OH 

Carefeed provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.