Healthcare Customer Success Specialist

About the role

The EngageIQ Success Specialist is responsible for supporting the successful implementation, adoption, and ongoing performance of the EngageIQ client portfolio. This individual will serve as a trusted partner to clients, helping ensure product capabilities align with best practices and deliver measurable value. The ideal candidate will bring a strong background in CRM platforms, client and project management, and customer service. They will collaborate closely with internal teams and client stakeholders to establish performance baselines, monitor yield improvements, and identify opportunities to improve outcomes across the client base.

Responsibilities

• Participate in client implementation meetings to ensure product features and configurations align with established best practices.
• Partner with new clients to establish performance baselines and identify opportunities for yield improvement.
• Monitor yield and performance trends across the existing EngageIQ client portfolio.
• Identify underperforming clients and conduct research to understand potential causes and areas for improvement.
• Collaborate with Insights Analysts, Key Account Managers, and Account Managers to develop and coordinate effective client strategies.
• Track client progress and communicate performance insights, risks, and recommended next steps to internal and external stakeholders.
• Build strong client relationships by providing responsive, proactive, and solutions-oriented support.
• Coordinate client initiatives and projects to ensure milestones, expectations, and desired outcomes are clearly defined and achieved.
• Serve as a voice of the client by sharing feedback and insights that can improve the EngageIQ product and overall client experience.

Requirements

• Strong working knowledge of CRM platforms and customer relationship management practices.
• Experience in client success, account management, project management, or a related customer-facing role.
• Excellent customer service, communication, and relationship-building skills.
• Ability to manage multiple client projects, priorities, and deadlines effectively.
• Strong