Client Experience Specialist, Onboarding

Client Experience Specialist, Onboarding

Cincinnati, OH (On-site)

Carefeed is the platform senior living and long-term care providers use to bring order, clarity, and calm to their day. By replacing paper, calls, and disconnected tools with an all-in-one platform, Carefeed digitizes and automates the work that takes teams away from residents and families.

Carefeed works alongside existing EHR and HR systems and supports the way providers already operate. It reduces strain, keeps communities organized, and gives staff the time and confidence to focus on what matters most. Providers choose Carefeed because it is simple to learn, powerful in practice, and built for the realities of multi-community care.

Trusted by thousands of communities across the US and Canada, Carefeed helps every organization deliver a better experience for residents, families, and the teams who care for them.

The Client Experience Specialist (CXS), Onboarding plays a critical role in welcoming new clients to Carefeed and setting them up for long-term success. You'll guide clients through implementation and onboarding, ensuring they feel confident and supported as they begin using our platform. You'll serve as a trusted partner throughout their transition to active adoption, playing a key role in client satisfaction, long-term retention, and overall product engagement.

Key Responsibilities:

• Lead new clients through the full implementation and onboarding processincluding platform setup, configuration, and hands-on trainingto ensure a smooth and successful transition onto Carefeed's platform.
• Facilitate virtual training sessions and confirm users are confident navigating the system.
• Serve as the primary point of contact for assigned client communities, providing high-level support and resolving questions during onboarding.
• Develop and customize initial platform solutions to align with each client's specific needs and workflows.
• Digitize and manage client documentation using Adobe and DocuSign, supporting e-signature workflows within Carefeed.
• Track client trends, pain points, and product usage to identify opportunities to improve adoption.
• Collaborate with the broader Client Experience team to refine processes and build best practices for onboarding, training, and ongoing client engagement.

Required Skills:

• Customer-Centric and Self-Motivated: A proactive, solution-oriented individual with strong interpersonal skills, including patience, empathy, and creativity in addressing client needs.
• Tech-Savvy and Detail-Oriented: Comfortable with technical software and capable of understanding and explaining Carefeed's current solutions and future platform enhancements.
• Strong Facilitator and Communicator: Able to lead training sessions and client-facing interactions effectively, particularly through virtual platforms like Zoom.
• Proficient in Key Tools: Skilled in Microsoft Word, Excel, Google Docs, and Adobe. Experience with DocuSign and Canva is a plus.
• Adaptable and Collaborative: Thrives in a fast-paced, start-up environment and works well within a team to foster growth and change.
• Healthcare and SaaS Experience: Familiarity with the healthcare industry and experience working with SaaS solutions, CRM systems, and client onboarding/training are highly desirable.

Qualifications:

• Bachelor's Degree in a relevant field
• 3+ years of experience in a similar client success, customer service, or technical support role

What You'll Love:

• Join a fast-growing startup making a real impact in the lives of senior care providers and their communities
• Comprehensive medical, dental, and vision insurance to support your health and well-being
• 401(k) plan to help you plan for the future
• Paid vacation, sick time, and company-paid holidays to support work-life balance
• A culture that values growth and development, with opportunities to grow your career as we scale

Carefeed provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.