Digital Experience Specialist

About the role

EnlivenHealth is transforming how independent pharmacies engage with their patients and communities. As a Digital Experience Specialist, you’ll be part of a high-impact Customer Success team supporting over 8,000 pharmacy customers. You’ll help drive digital transformation, customer retention, and satisfaction in a rapidly evolving healthcare landscape.

Responsibilities

• Drive Customer Engagement: Lead digital outreach strategies to improve customer utilization, satisfaction, and retention across a portfolio of ~2,000 pharmacy clients.
• Analyze and Optimize Journeys: Evaluate customer behavior, feedback, and usage data to identify critical touchpoints and implement improvements that enhance the digital experience.
• Collaborate Cross-Functionally: Partner with Marketing, Sales, Support, and Onboarding teams to align messaging, resolve escalations, support platform migrations, and solve product issues.
• Create Scalable Strategies: Develop and execute personalized digital engagement campaigns that can be deployed at scale, including ecommerce and digital sales initiatives.
• Support Change Management: Educate customers on new clinical service opportunities, platform upgrades, and automation tools, helping them navigate industry shifts and billing complexities.
• Monitor and Report Impact: Track KPIs such as Net Promoter Score (NPS), customer adoption rates, and retention outcomes to inform strategy and compensation tiers.

Requirements

• Bachelor’s degree in Communications, Public Relations, Journalism, Business, Marketing, or related field.
• Minimum 1 year of experience in customer engagement, account management, or customer success.

Qualifications

• Proven track record of performance in a customer-facing role.
• Strong relationship management and communication skills across diverse stakeholders.
• Proficiency in Microsoft Office Suite, Google Docs, and spreadsheets.
• Metrics-driven mindset with experience implementing and tracking KPIs.
• Prior experience in marketing, customer success, or account management.
• Familiarity with tools such as Salesforce, Outlook, Slack, Huddle, PowerPoint, Excel, and Word.
• Experience in healthcare or pharmacy environments is a plus.
• Conflict resolution and de-escalation skills in high-pressure or ambiguous situations.
• Ability to prioritize multiple customer tasks and adapt quickly to change.

Benefits

This position offers a base salary of $75,000-$80,000 with a compensation variable plan of $20,000. Actual compensation will be determined based on a variety of factors, including but not limited to: State you reside in, relevant job-related skills and experience, education and certifications, market data and competitiveness, internal equity considerations, and alignment with organizational compensation guidelines.

Schedule

Remote-based role with travel up to 25%. Regional assignment currently focused on the Southern U.S. (Oklahoma to Florida and Puerto Rico).

Work Conditions

Flexible scheduling and autonomy in managing customer relationships and digital campaigns.