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: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.- 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.- 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 teamworkWhat 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.-- 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.Perks & Benefits We Offer:- Join us in our prime office space in the heart of Mexico City's Reforma area; Our hybrid teams unite top talent from Mexico, the US, and beyond, offering flexibility and collaboration- Enjoy our comprehensive benefits with excellent private medical, dental, vision, and life insurance coverage for you and your family- Focus on your well-being through our wellness reimbursement program and company-wide wellness days (extra days off to rest and recharge)- Take advantage of extra perks and benefits, including a savings fund, monthly teleworking allowance, grocery vouchers, and travel insurance- In addition to the minimum days off required by law, our Flexible Time Off program gives you extra time to enjoy the things you love- Join a mission-driven team committed to making a real impact in the world of healthcareOur mission is to provide a healthcare communication solution that radically improves the way care is delivered. We’ve been recognized as one of theBest Places to Workin Los Angeles (2022), as well as on the list ofBest Paying Companies(2022) with theBest Perks & Benefits(2022). We were als