Partner Support Specialist

About the Role

At Acorn, we believe our partner clinics deserve an experience that is every bit as exceptional as the science behind our products. As our Partner Support Specialist, you will become the trusted operational partner for our clinics, ensuring every interaction with Acorn is seamless, responsive, and memorable. You will serve as the primary link between our partner practices and our internal teams—including the laboratory, operations, logistics, clinical affairs, and commercial organization—to ensure clinics receive timely information, proactive communication, and outstanding support. This role is ideal for someone who is genuinely client obsessed. You anticipate needs before they arise, thrive on solving problems, and take pride in creating experiences that build long-term relationships.

What You'll Do

• Serve as the primary day-to-day point of contact for assigned partner clinics.
• Build trusted relationships through responsive, proactive, and professional communication.
• Ensure every clinic interaction reflects Acorn's commitment to quality and service excellence.
• Resolve customer issues quickly while maintaining a positive customer experience.
• Support new clinic onboarding and ensure a smooth transition from commercial onboarding to ongoing operations.
• Coordinate with internal teams to ensure timely sample processing, product fulfillment, shipping, and follow-up.
• Keep clinics informed throughout the lifecycle of their patients' orders.
• Identify opportunities to improve clinic engagement and utilization.
• Partner closely with Laboratory Operations, Clinical Affairs, Logistics, Marketing, Finance, and Sales.
• Coordinate internal resources to ensure customer needs are met efficiently.
• Escalate issues appropriately while driving timely resolution.
• Help ensure information flows seamlessly between our internal teams and partner clinics.
• Support prospective and existing patients through phone, email, and virtual interactions.
• Help educate patients on Acorn's products, services, and processes while ensuring a premium customer experience.
• Welcome customers visiting Acorn's Irvine laboratory and provide a professional, personalized experience.
• Become trained and certified in Acorn's proprietary collection procedures and perform patient collections at the Irvine laboratory as required.
• Partner closely with Laboratory Operations to ensure patients receive a seamless experience from collection through processing.
• Represent Acorn professionally during patient events, educational programs, and customer-facing initiatives.
• Capture customer feedback and identify opportunities to improve processes and the overall customer journey.
• Maintain accurate CRM records and customer communications.
• Assist with new product launches, educational initiatives, and customer communications.
• Help develop scalable customer experience processes as Acorn continues to grow.

Required Qualifications

• 2–5 years of experience in Customer Success, Customer Experience, Client Services, Account Coordination, Healthcare Operations, or a related field.
• Outstanding written and verbal communication skills.
• Strong organizational skills with exceptional attention to detail.
• Ability to manage multiple priorities in a fast-paced, high-growth environment.
• Highly proactive with a strong sense of ownership and accountability.
• Passion for delivering exceptional customer experiences.

Preferred Qualifications

• Experience working with physician practices, healthcare providers, medical devices, biotechnology, or life sciences.
• Experience with CRM platforms such as HubSpot, Salesforce, or similar systems.
• Experience coordinating across multiple internal stakeholders.

What Success Looks Like

In your first year, you will:

• Become a trusted partner to Acorn's growing network of clinics.
• Deliver an exceptional customer experience that strengthens long-term clinic relationships.
• Improve onboarding, communication, and operational consistency across partner practices.
• Help increase clinic engagement, activation, and retention.
• Identify opportunities to improve customer-facing processes as Acorn scales.
• Become a key cross-functional resource that helps connect our commercial, laboratory, and operations teams.

Benefits

• Unlimited PTO
• Paid Parental Leave
• L&D Budget
• Employee stock options