Customer Experience Specialist

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 our Small and Medium Business (SMB) customers post-implementation. This role is designed for a proactive, strategic thinker who excels in building strong customer relationships and guiding them through post-sales engagement strategies.

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 delivering insights that enhance clinical communication, fostering adoption and retention through a mix of digital and personalized outreach methods, and ensuring SMB customers achieve their desired outcomes.

What You’ll Be Doing:

· Customer Support & Engagement: Provide timely, effective support for post-implementation SMB customers primarily through digital channels (e.g., email, chat, webinars, self-service content).

Serve as a trusted advisor, establishing and nurturing strong relationships with customers to guide them to successful outcomes.

· Proactive Customer Guidance: Monitor customer adoption, engagement, and satisfaction KPIs, identifying opportunities to proactively guide customers toward value realization, best practices, workflow improvements, and additional TigerConnect solutions.

· Digital Campaigns: Execute digital campaigns (e.g., email sequences, in-app messaging) to educate, onboard, and engage customers.

· Personalized Support: Address situations where digital processes and motions fall short, offering personalized support to ensure customer success.

· Customer Advocacy: Collect and relay customer feedback to internal teams, advocating for SMB customers’ needs to drive product and process improvements.

· Work closely with project managers and clinical subject matter experts (SMEs) to document and share customer success stories and ROI

· Identify at-risk customers early and strategize interventions to address challenges

· Recommend additional TigerConnect services and products to support customers’ goals in clinical communication and teamwork

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.

Apply today to become a part of our mission-driven team, making a real difference in clinical outcomes and operational efficiency

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), as well as on the list of Best Paying Companies (2022) with the Best Perks & Benefits (2022). 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.