MatrixCare

Customer Support

• Provide first-tier support to MatrixCare customers, resolving application and technical issues
• Use internal tools, training, and resources to identify root causes and deliver effective solutions
• Log customer interactions and issues in Salesforce with accuracy and urgency
• Perform basic and advanced troubleshooting to replicate and verify reported problems
• Escalate issues to Tier 2 analysts as needed, following defined support processes
• Contribute to the knowledge base and support documentation
• Participate in QA testing, webinars, and mentoring opportunities
• Communicate proactively with clients regarding common issues and resolutions
• Collaborate with team members to meet goals and celebrate shared success

Customer Support Associate – Residential Care Software

Product Manager

• Define and evolve the I&G product vision aligned with RCS’s innovation goals and platform strategy.
• Own the product roadmap for modular, API-first, AI-powered solutions across care settings.
• Prioritize high-impact opportunities based on business vertical customer needs, technical feasibility, and commercial viability.
• Partner with business vertical PMs to ensure alignment and commitment to integrate capabilities into high-value features.
• Lead roadmap planning for AI/ML initiatives, prioritizing based on value, complexity, and model maturity.
• Champion lean experimentation—drive rapid MVP development, testing, and iteration.
• Ensure platform-oriented design by promoting reusable components and modular architecture.
• Translate customer/BV insights into scalable product capabilities and platform features.
• Establish product success metrics and use data and outcomes to inform strategy and guide future AI/ML investments.
• Communicate product strategy and progress to executive stakeholders and cross-functional teams.
• Foster a culture of innovation by modeling fast, iterative, customer-first product development.
• Mentor TPMs and contribute to team rituals that reinforce agility, creativity, and impact.
• Partner with Legal, Compliance, and Security teams to ensure product readiness and risk mitigation.
• Collaborate with Marketing and Sales to support go-to-market planning and product positioning.
• Manage product lifecycle from ideation through sunset, ensuring continuous value delivery.

Senior Product Manager, Incubation & Growth

Support Engineer

• Provide effective software support to clients and customers reporting problems with MatrixCare and supporting products
• Incoming and outbound calls as well as working out of Salesforce helpdesk Queue
• Interact with customers to troubleshoot and resolve customer issues that may not have standard documented solutions
• Perform basic and advanced troubleshooting and problem replication to identify/verify underlying cause of customer reported problems
• Utilize experience, knowledge base, user guides, and other internal resources to resolve application and technical issues
• Contribute to the maintenance and improvement of knowledge base as a tier one resource
• Escalate calls to second tier analyst according to defined support processes
• Perform assigned tasks such as testing reported issues, webinars, and mentoring
• Demonstrate proactive communication to clients after identifying common issues reported to support
• Contribute to the monthly team goals
• Participate in paid after hour on-call rotation

Software Support Analyst I

Sales Development Rep

• Work as a partner with our Sales team comprised of industry experts to establish selling strategies and tactics that result in account business generation
• Schedule and complete weekly prospecting activities, to include cold calling and follow-up activities
• Generate interest in MatrixCare Solutions through outbound calls and relationship management activities
• Develop and sustain knowledge of MatrixCare’s offerings and associated technologies
• Build and maintain ongoing rapport with key individuals at customer locations
• Achieve monthly, quarterly and annual sales targets on a consistent basis
• Track and enter daily sales activities and leads into Salesforce

Sales Development Representative

Project Manager

• leads customer implementation projects to ensure that they meet scope, time, budget and quality expectations
• developing, prioritizing and submitting project plans, budgets and methodologies across a range of key projects
• Define project resources, performance reviews and post implementation evaluations
• Taking ownership of the successful implementation of the projects and managing project financials and business impact
• coordinate cross-functional teams through meetings and progress measurement activity to complete projects both on time and within budget
• managing specific projects that have a distinct beginning and end
• performing work in a specialized area of expertise that requires knowledge of fundamental themes, principles, and concepts

Implementation Specialist

• The Implementation Consultant will become a financial focused Subject Matter Expert for the Home Health and Hospice customers
• Lead clients through software implementation, providing training and best practice workflow recommendations
• Deliver high value consulting services that drive financial transformation via successful adoption of MatrixCare products and services
• Deliver best practice training support to customer C-level team though deep understanding of the Brightree financial performance and reporting tools
• Manage customer feedback loop to account management, product management and engineering teams to improve customer experience
• Drive efforts to create a productive, effective internal delivery process for consulting services through pre-sales discovery, scoping and solution design sessions
• Provide high quality employee immersion training to enable internal team members to provide superior customer service
• Support the MatrixCare Implementation and Training Team to build best practices for customer implementations that help drive long term customer success

Customer Support Associate – Residential Care Software

Senior Product Manager, Incubation & Growth

Software Support Analyst I

Sales Development Representative

Project Manager

Implementation Consultant, Healthcare/Financial Software