Customer Care Partner - West Coast

The Customer Care Partner serves as the primary support point of contact for targeted customers, ensuring a seamless and proactive support experience across product lines. This role is dedicated to coordinating all support-related activities, monitoring key support metrics, and driving timely resolution of customer cases. As a Customer Care Partner, you will play a critical role in customer support transition, escalation management, and continuous improvement of customer satisfaction.

• Act as the primary support point of contact for assigned customers, building trusted relationships and ensuring their needs are met.
• Coordinate all support-related activities across product lines, collaborating with internal teams to deliver a unified customer experience.
• Monitor support metrics and Solution Pulse KPIs, proactively engaging with internal teams to address trends and take corrective action.
• Serve as an internal escalation point, stepping in to resolve complex issues and ensuring all cases are resolved in a timely manner.
• Partner with Customer Success Managers (CSMs), keeping them informed of escalations and resolution progress.
• Participate in customer onboarding kick-off meetings, ensuring a smooth transition and clear expectations for support.
• Serve as stakeholder for Support and work with other departments to ensure timely updates, progress, and resolution.
• Document all customer interactions and support activities in accordance with internal policies and procedures.
• Adhere to established procedures for case documentation and escalation management.
• Support application functionality and remain current on product updates and best practices.
• Travel up to 20%.

• 4+ years of experience in a customer support or client-facing role, preferably in healthcare or SaaS environments.
• Demonstrated ability to coordinate cross-functional activities and resolve customer issues to resolution.
• Experience monitoring support metrics and driving process improvements.
• Strong verbal and written communication skills, with the ability to simplify complex information for customers.
• Ability to multi-task, prioritize, and meet deadlines with attention to detail.
• Knowledge and understanding of Revenue Cycle Management (US Healthcare).
• Experience working collaboratively with internal teams and external customers.

What we would like to see

• Bachelor's degree in a related field.
• Comprehensive understanding of healthcare operations or SaaS product support.
• Experience providing high service level, supporting large customers.
• Familiarity with support KPIs and escalation management processes.
• Project management experience.
• Experience leveraging AI technology.
• Proficiency in Microsoft Office and CRM systems (Salesforce experience preferred).