Onboarding Specialist

• Call on prospective patients daily and schedule them for assessments with our Onboarding Specialists
• Handle inbound calls from both patients and referral sources
• Accountable for daily and weekly goals for assessments scheduled
• Communicate effectively with patients
• Work independently and also as a key member of the entire team
• Maintaining constant contact with referral sources, Onboarding Specialists, and other internal associates
• Place scheduled assessments on the Onboarding Specialist calendar
• Document all calls, tasks and appointments in Salesforce
• Create positive first impression of AnewHealth/ExactCare and the unique services we provide
• Monitor and track daily assessments, assemble marketing materials, and conduct quality assurance calls
• Participate in daily team huddles, attend training sessions and other ad-hoc meetings as needed
• Embody AnewHealth’s Core Values in all communications and interactions
• Other duties as assigned.

Onboarding Coordinator

Customer Success Manager

• Proactively map the Microsoft organization to identify untapped business units
• Develop and execute targeted outreach and pipeline development strategies
• Convert exploratory conversations into scoped pilots and prototype engagements
• Serve as the single-threaded commercial owner of the Microsoft account
• Build and maintain trusted relationships with AI, data science, product, and operations leaders
• Maintain rigorous pipeline hygiene, forecast accuracy, and account health reporting

Director, Client Success

Product Adoption Specialist

• Serve as the primary digital adoption support resource for Seismic, focusing on day-to-day platform usage, user support, and execution of adoption activities
• Partner with platform owner to execute updates, enhancements, and user support activities
• Train and onboard Seismic Premium Users on platform best practices, content standards, and expectations
• Execute regular content audits to ensure alignment with governance standards, including content quality, tagging, and naming conventions
• Monitor adoption and engagement metrics to identify gaps and support targeted training or content clean-up efforts
• Work closely with platform owner to align adoption best practices with broader tool adoption goals
• Leverage Agile methodology and tools (e.g., Jira) to organize and track work, including audit activities, documentation updates, and user support requests

Digital Adoption Specialist

• Drive customer onboarding, product adoption, and ongoing engagement across your portfolio
• Align product value to customer business outcomes, ensuring customers realize measurable ROI
• Lead strategic business reviews and customer success planning sessions
• Deliver proactive recommendations and best practices that improve customer outcomes
• Monitor customer health, product usage, and engagement trends to identify churn risk early
• Execute mitigation strategies and success playbooks for at-risk accounts
• Partner with Account Management on save motions, retention plans, and renewal strategies
• Build trusted relationships with customer stakeholders at all levels of the organization
• Serve as the primary strategic advisor for product adoption and operational best practices
• Execute proactive engagement cadences and lifecycle strategies across your book of business
• Maintain accurate customer health data, account insights, and lifecycle tracking in Salesforce and CS platforms
• Execute customer success playbooks and engagement frameworks with consistency and discipline
• Leverage customer signals and usage data to prioritize action and drive outcomes at scale
• Contribute to scalable CS processes, programs, and operational improvements
• Identify customer growth opportunities through usage trends, business needs, and stakeholder conversations
• Partner with Account Management to surface and support expansion strategies
• Advocate for customer needs internally while balancing business objectives

Senior Customer Success Manager

• Own the post-sale customer relationship, acting as the primary point of contact and strategic advisor.
• Lead onboarding, ensuring customers achieve early and sustained value.
• Develop and execute success plans, defining customer goals, value milestones, and measurable outcomes.
• Monitor customer health (usage, adoption, engagement, NPS), proactively addressing risks and driving retention.
• Deliver regular business reviews aligned to customer priorities, performance, and value delivery.
• Champion customer feedback, advocating for user needs and influencing product and service improvements.
• Partner with Account Managers to ensure seamless handovers, coordinated account strategy, and renewal alignment.
• Work with Product, Marketing, and other cross-functional teams to deliver an integrated customer experience.
• Surface and progress growth opportunities with Account Managers by identifying unmet needs and growth potential.
• Provide account insights, risk assessments, and strategic recommendations to the Regional Manager, Customer Success (RMCS).
• Contribute to customer advocacy initiatives including case studies, references, and user engagement programs.
• Maintain accurate customer documentation and activities in CRM and CS systems (e.g., Salesforce).
• Track and report metrics including adoption trends, renewal likelihood, and growth signals across the portfolio.
• Execute standardized customer success playbooks and contribute to the ongoing enhancement of CS processes.
• Identify workflow improvements to strengthen team efficiency and elevate the overall customer experience.

• Support renewal execution across assigned contracts and customer accounts
• Coordinate with distributors to initiate and track renewal proposals
• Ensure renewal documentation is prepared, organized, and communicated effectively
• Track renewal status and provide visibility into renewal progress and outcomes
• Support low-touch and distributor-led contract motions
• Assist Strategic and Regional CSMs with renewal coordination and execution
• Maintain accurate renewal tracking in internal systems

Customer Success Manager – Renewals

• Act as the primary point of contact for a portfolio of 10-20 enterprise-level clients, helping them maximize the impact of our cutting-edge generative AI search optimization software solution.
• Translate platform data into strategic recommendations tailored to each client’s business goals and industry dynamics to drive measurable improvements in visibility and optimization.
• Guide clients through onboarding, education, and adoption journeys—ensuring high engagement, retention, and satisfaction.
• Conduct quarterly business reviews and content strategy sessions focused on optimizing content visibility, organic growth, and AI-discovery performance (ChatGPT, Perplexity, etc.).

Enterprise Customer Success Manager

• Drive Bancorp Sales for Product(s) within the Commercial Payments Product Line
• Increase Bancorp product sales and revenue growth year over year
• Support new client acquisition efforts
• Monitor client success metrics
• Collaborate with Pricing and Finance partners
• Analyze market trends, client needs, and competitive dynamics
• Develop commercialization strategy to meet revenue and market share goals
• Act as a point of escalation for high-priority or complex client issues

Senior Commercialization Success Manager – Payables

Implementation Specialist

• Perform data manipulation and table loading using Microsoft SQL Server RDBMS.
• Write SQL scripts to promote implementation data between different application instances and manipulate data in batch.
• Utilize Adobe Creative Suite to create, modify, install, and test graphic elements essential to the implementation.
• Capture position and styling data for system entry using Adobe Creative Suite.
• Perform prescribed testing on work.
• Collaborate with Development teams to perform quality control tasks, including setting up test cases, unit testing, and batch job processing related to customer implementation or specific software releases.
• Ensure successful delivery of tasks related to the implementation of client projects on the Orindi software platform.
• Communicate project updates and issues with team members; must have excellent verbal and written communication skills.
• Receive work direction from Resource Manager or Implementation Project Manager on project design specifications.
• Work with customers to ensure implementations meet their needs.
• Assist in onboarding new team members through written documentation and verbal coaching.
• Write, review, and update process and procedure documents used by the team.
• Maintain time logs for projects and update software accordingly.

• Respond to user inquiries via email, chat, and social media channels in a timely and professional manner
• Troubleshoot issues related to offers, account access, and platform navigation
• Escalate complex issues to the appropriate team with full context and documentation
• Maintain detailed records of user interactions in our support CRM
• Identify recurring issues and report patterns to the product team
• Contribute to the help center by writing and updating FAQ articles
• Deliver consistently high CSAT scores through genuine, solution-focused support

Customer Success Specialist

• Conduct thorough and accurate audits of employee’s performance through remote monitoring.
• Collaborate and provide consultation within and across teams to ensure that quality standards are met and working with leadership to enforce Quality program guidelines regarding failure to meet quality standards.
• Ensure right amount of calibrations and audits are completed based on set standard for interaction type.
• Provide input and status updates regarding Quality processes and results on a regular basis.
• Effectively engage with and reassure members to deliver outstanding customer service, modeling successful behaviors, processes while providing coaching to team members.
• Participates in weekly calibration sessions.
• Maintain an overall positive and supportive attitude towards leaders, colleagues and key stakeholders.
• Serve as a subject matter expert and responsible for leading a chat for questions for the team.
• Providing weekend and evening coverage as needed to support the department.
• Scheduling and connecting patients to Onboarding Specialists for medication reviews.
• Working within defined parameters to identify work expectations and quality standards.
• Assist in workforce oversight by monitoring Finesse and Call Queues.
• Available to take all incoming calls during high call volume periods and conduct a health and medication review with the patient that includes a thorough review of their list of medications and administration instructions and collecting key health information.
• Responsible for achieving key performance metrics as set forth by the management team.
• Maintain and prepare accurate reports.
• Participates in relevant trainings to stay informed of any operational changes and assist in training and shadowing.
• Embody AnewHealth’s Core Values in all communications and interactions.
• Other duties as assigned.

Onboarding Coordinator Lead

• Monitor account health post Go-live and create and execute action plans to increase adoption, maximize platform utilization and prevent churn.
• Collaborate in the implementation of a scalable customer engagement strategy.
• Interactive and engaging relationship management of the live customer base, driving customer satisfaction and product adoption, retention, renewal and expansion.
• Analyze, present and discuss data insights with clinicians and administrators, with an ability to understand their operational and clinical goals.
• Influence and collaborate with the wide Medtronic sales team to increase confidence with Touch Surgery Ecosystem technology and drive commercial results
• Lead customer business reviews - engage with clinical and administrative stakeholders and ensure polished communication and collaboration with Surgeons, Nurses, Administrators, OR Managers, Residents and Hospital IT.
• Develop and maintain a deep understanding of the Touch Surgery Ecosystem and build working relationships with internal product and engineering teams to ensure real-world client feedback is incorporated into product development.
• Identify and discuss with hospital stakeholders (clinical and managerial) new use cases for our products in line with customer needs, and new product feature developments.
• Develop and maintain a deep understanding of the Touch Surgery Ecosystem and how to integrate it with clinical workflows
• Reinforce product training and introduce new features/upgrades to the clinical teams.
• Product operation and troubleshooting, supported by our expert technical teams.
• Augment implementation capacity and assist in the Go-Live of our technologies for selected projects, in support of the Implementation team.

Principal Customer Engagement Specialist

Customer Retention Specialist

• Help strengthen Yelp’s revenue retention by providing exceptional and timely customer support
• Logged into an inbound phone queue for the majority of your day, consulting and educating our current Yelp advertisers
• Show clients the value of Yelp by highlighting their investment returns through ad performance metrics
• Use strong listening and conflict resolution skills to handle escalated clients
• Become an expert in Yelp’s advertising solutions and adapt product recommendations quickly to suit client needs
• Exhibit strong communication skills, both externally with clients and internally with other Yelp employees
• Remain organized and efficient in a fast-paced environment
• Consistently achieve/exceed monthly goals

Inbound Retention Specialist – Weekend Team

• Own primary pharma manufacturer client relationships, serving as the main point of contact for strategic alignment, communication, and long-term trust-building across all assigned programs
• Lead escalation management by triaging, owning, and resolving client issues; engage Product, Engineering, or Operations as needed and participate directly on client calls rather than relaying status
• Surface client needs to the Product Manager and attend client scoping sessions to ensure the prioritization process reflects client context; contribute to solution design in partnership with Product
• Align with clients on scope, strategic priorities, and program performance; set and manage client expectations across all active programs to ensure consistent delivery against commitments
• Lead and develop direct reports, including a Client Success Manager focused on account health and program monitoring and an Operations Manager focused on day-to-day program operations; team size scales with program volume
• Collaborate closely with the Project Manager on delivery coordination and cost transparency; partner with Engineering, Pharmacy Dispensing Operations, Patient Experience, and Data teams to ensure seamless program execution

Director of Client Success

• Maintains and expands relationships with strategically important large and regional customers in addition to multiple named customers
• Responsible for developing, growing and maintaining strategic accounts
• Represents the entire range of company services to assigned customers
• Leads customer account planning cycle and ensuring assigned customers’ needs and expectations are met by the company
• Achieves strategic customer objectives defined by company management
• Closely coordinates company executives’ involvement with customer management
• Establishes productive, professional relationships with key personnel in assigned customer accounts
• Proactively leads a joint company-strategic account planning process that develops mutual performance objectives, financial targets, and critical milestones on an annual basis
• Proactively assesses, clarifies, and validates customer needs on an ongoing basis
• Understands competitive landscape in strategic accounts
• Assists in the negotiations of Master Service Agreement with strategic accounts
• Meets assigned expectations for profitability within assigned accounts
• Creates and maintains account specific sales presentations
• Completes strategic customer account plans that meet company standards
• Helps others maintain customer satisfaction ratings that meet company standards
• Enlists the support of engineering and management resources as needed
• Coordinates the involvement of company personnel, including engineering and management resources, in order to meet account performance objectives and customers’ expectations
• Leads solution development efforts that best address customer needs, while coordinating the involvement of all necessary company personnel
• Maintains involvement in active projects to ensure company and account goals are being managed and attained
• Leads the identification, engagement and development of new strategic clients that meet the companies aligned goals
• Partners with company regional client managers to gain alignment and support the clients regional locations

Senior Client Success Manager

• Responsible for being the primary liaison between the Bank and the customer while directing cross-functional resources dedicated to opening commercial DDA accounts.
• The Commercial Client Onboarding Specialist communicates directly with clients and works as the liaison between the client and our internal teams for all matters relating to account/service on-boarding.
• Responsible for providing all commercial DDA clients with high-touch, value added support and ensuring all documentation requirements for Deposits and Treasury Management have been met.
• A successful Commercial Client Onboarding Specialist will have a strong customer-centric focus, provide high quality customer service, understand the client's needs, and sets clear expectations with our clients.
• Accountable for always doing the right thing for customers and colleagues and ensures that actions and behaviors drive a positive customer experience.
• Effectively prioritize work efforts to meet client deadlines using bank approved resources.
• Utilize internal systems to collect information, prepare and validate documentation, and accurately request commercial payment services.
• Maintain accurate and up-to-date records of all onboarding activities.
• Ensures client satisfaction through partnership with the Commercial Payments Sales Team by providing expedited timely responses to requests.
• Sets and manages client expectations through clear communication, precise & immediate follow-ups to internal & external clients; Drives problem resolution and escalates as necessary following the defined channels.
• Provides advice, guidance, and insight to support the relationship.

Commercial Client Onboarding Specialist

• Serve as a strategic partner and trusted advisor to state education agencies and internal stakeholders.
• Oversee statewide readiness and execution for the SAT Suite of Assessments.
• Lead design and facilitation of statewide data workshops.
• Ensure seamless delivery, comprehensive training, and actionable data use across states.
• Act as the liaison between key partner divisions serving state contract work.

Director, State Partner Success Manager

• Lead new client onboarding and transition projects from kickoff through first-close readiness and formal handoff.
• Oversee historical accounting catch-up and clean-up, including resolution of legacy issues.
• Redesign and standardize charts of accounts aligned with service models.
• Execute data migrations, accounting system rebuilds, and workflow stabilization.
• Lead accounting system implementations, including QuickBooks Online (QBO) and Bill.com.
• Deliver clients to ongoing teams in a condition that enables efficient, repeatable service with minimal rework.
• Remain accountable for onboarding quality through the initial post-handoff transition period.
• Serve as primary client contact during onboarding engagements.
• Own scoping, pricing discipline, timelines, staffing plans, and budgets.
• Maintain scope discipline and proactively manage change requests.
• Communicate potential additional service offerings to clients.
• Collaborate with CAS leadership to maintain a portfolio of onboarding clients aligned with service models and pricing.
• Assist with project revenue and margin for onboarding services.
• Assist in the allocation of resources within the CAS team (who works on what and when).
• Monitor economics and escalate risks to margin or delivery.
• Coordinate with CAS leadership on process development, standardization, and improvement.
• Develop and evolve standardized onboarding processes and tools.
• Develop and standardize QBO and Bill.com consulting service offerings.
• Provide guidance and mentorship to junior team members through review feedback and knowledge sharing.
• Collaborate effectively with other Managers and junior team members to support engagement success.
• Delegate work effectively to junior team members based on their qualifications, capabilities, and interests.
• Maintain strict confidentiality of all firm and client information.
• Adhere to firm policies, procedures, and ethical standards.
• Maintain accurate and timely time records in accordance with firm billing requirements.
• Actively seek opportunities to be chargeable while balancing quality, client service, and professional responsibilities.

Onboarding & Implementation Manager

• Serve as a forward-deployed implementation and customer success lead, spending multiple days per week onsite at assigned client locations.
• Own post-sale delivery: workflow discovery, solution configuration, rollout, and adoption across nursing and clinical operations.
• Build and maintain strong relationships with healthcare staff, operational leaders, executives, and IT teams, acting as a trusted advisor and execution partner.
• Lead product implementations, focusing on aligning solutions with nursing workflows and operational processes.
• Train nursing teams and other healthcare staff on the effective use of Hippocratic AI solutions, ensuring ongoing adoption and measurable, sustained success.
• Identify opportunities to improve workflows and patient care outcomes using AI tools, particularly in bedside care and broader healthcare operations.
• Manage day-to-day client relationships, ensuring seamless communication and addressing operational concerns.
• Collaborate with internal teams such as product, sales, and engineering to relay client feedback, influence roadmap priorities, and improve user experiences.
• Establish and track metrics to measure success, including patient care outcomes, team adoption rates, and operational efficiencies—present results to client and internal stakeholders.
• Collaborate with client leadership teams to share best practices from AI implementation, including presenting at conferences/webinars on the impact of AI in Nursing and Health System Operations.
• This role requires a minimum of 25-50% travel, which may include overnight or out-of-state trips.

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