Hyphen Client Success Specialist

Description and Requirements

Hyphen is seeking a Client Success Specialist to join our dynamic team. This role is responsible for client implementation, product support, training development, meeting management, and documentation.

Key Responsibilities

• Client Implementation & Product Support
• Identify, recruit, and onboard new clients
• Support successful client implementations, ensuring high customer satisfaction and tool adoption
• Document client business requirements and validate product solutions
• Build and maintain strong client relationships, serving as a primary point of contact
• Provide timely, accurate, and solutions-oriented product support, troubleshooting as necessary
• Maintain product knowledge to effectively support clients
• Identify and recommend process or product improvements
• Training Development & Delivery
• Design, develop, and maintain client-facing and internal training materials
• Deliver live and virtual training sessions to clients and internal stakeholders
• Assess training effectiveness and continuously improve learning materials
• Support onboarding efforts for new clients through structured implementation and training programs
• Meeting Management & Client Engagement
• Aid in planning, scheduling, and facilitating client meetings, including onboarding sessions, status updates, and training workshops
• Prepare clear agendas, presentations, and supporting documentation
• Document meeting outcomes, action items, and follow-ups
• Manage project expectations through regular client meetings and project status reports
• Documentation & Knowledge Management
• Create and maintain comprehensive documentation, including SOPs, knowledge base articles, release notes, and troubleshooting guides
• Maintain clear, accurate, and accessible documentation
• Support team efficiency by maintaining internal administrative and knowledge-based repositories
• Contribute to continuous improvement of support workflows and processes
• Core Competencies
• Client-focused mindset
• Strong presentation and facilitation skills
• Rigorous attention to detail
• Collaboration and cross-functional teamwork
• Initiative and ownership
• Adaptability in a fast-paced environment

What Success Looks Like

• High client satisfaction, engagement, and retention
• Clear, well-maintained documentation reducing support escalations
• Effective training programs improving client adoption and internal efficiency
• Organized and productive client meetings with actionable outcomes

Minimum Qualifications

• Associates degree from an accredited institution or equivalent work experience; 2-5 years of experience in client support, customer success, or a related role, preferably in Healthcare IT, Social Care IT or pharmacy operations
• Demonstrated experience in training development and delivery
• Experience with CRM systems, ticketing platforms, and knowledge management tools (e.g. Service Now, Jira, Sharepoint)
• Demonstrated ability to remain organized, self-motivated, and meet project deadlines with minimal supervision
• Rigorous attention to detail, ability to write clear, concise communications and documentation
• Ability to travel to and support clients on site, as needed

Preferred Qualifications

• Bachelor’s degree from an accredited institution
• Proficient in Microsoft Office suite; working knowledge of Visio or other diagramming/design software
• Experience with EHR or clinical practice management processes, Social Care management and/or Pharmacy Management Software
• Ability to work in a matrix-management environment
• Ability to balance multiple priorities

Compliance & Regulatory Responsibilities

N/A

Licenses/Certifications

N/A that may be required or assigned

Hiring Range

Greater New York City Area (NY, NJ, CT residents): $77,900 - $112,540 All Other Locations (within approved locations): $68,900 - $102,510

Benefits

In addition to your salary, Healthfirst offers employees a full range of benefits such as, medical, dental and vision coverage, incentive and recognition programs, life insurance, and 401k contributions (all benefits are subject to eligibility requirements).