What are the responsibilities and job description for the Client Experience Specialist position at Carefeed?
About Us: Carefeed is your all-day, everyday advantage in senior living and long-term care. Our platform helps communities replace paperwork, spreadsheets, and multiple point solutions with one easy-to-use platform, so every role has the information and resources they need, every day.
Built for senior care, Carefeed works seamlessly with EHRs and HRIS platforms to reduce manual work, improve communication, and give staff more time for residents. From admissions to daily care, we connect teams, families, and residents through role-specific tools that make work easier and care more personal.
Trusted by thousands of communities, Carefeed delivers measurable time savings, easy onboarding, and a platform that grows with your needs. We help senior care teams stay organized, lighten workloads, and focus on what matters most, caring for residents and supporting families.
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:
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.
Built for senior care, Carefeed works seamlessly with EHRs and HRIS platforms to reduce manual work, improve communication, and give staff more time for residents. From admissions to daily care, we connect teams, families, and residents through role-specific tools that make work easier and care more personal.
Trusted by thousands of communities, Carefeed delivers measurable time savings, easy onboarding, and a platform that grows with your needs. We help senior care teams stay organized, lighten workloads, and focus on what matters most, caring for residents and supporting families.
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.
- 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.
- Bachelor’s Degree in a relevant field
- 3 years of experience in a similar client success, customer service, or technical support role
- Be part of a high-growth start-up that’s making a difference in the lives of senior care providers and their communities
- Comprehensive medical, dental, and vision plans
- Company-paid holidays and a 401k plan
- Opportunities to grow your career as the company scales
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.