Practice Success Associate (IT Support Experience)

Practice Success Associate (Full-Time | Remote | Pacific Time)

We are a fast-growing healthcare technology company seeking aPractice Success Associateto serve as a vital link between our platform and the medical practices we serve. This role is designed for a high-ownership professional who thrives in a dynamic environment and is dedicated to helping healthcare providers achieve seamless product adoption and long-term value.

You will be the face of the company for our partners, resolving complex issues, guiding onboarding, and ensuring that every practice feels supported. We are looking for a tech-savvy problem solver who is ready to dive into the deep end of a fast-paced, ever-changing startup landscape.

Key Responsibilities
* Primary Relationship Management:Serve as the main point of contact for assigned healthcare practices, fostering trust and long-term success.
Primary Relationship Management:Serve as the main point of contact for assigned healthcare practices, fostering trust and long-term success.
* Onboarding & Implementation:Lead new practices through the initial setup phase, ensuring a frictionless transition to our platform.
Onboarding & Implementation:Lead new practices through the initial setup phase, ensuring a frictionless transition to our platform.
* Multi-Channel Support:Provide rapid, high-quality assistance via email, chat, and video calls.
Multi-Channel Support:Provide rapid, high-quality assistance via email, chat, and video calls.
* End-to-End Resolution:Take full ownership of practice requests, tracking issues from first report to final resolution.
End-to-End Resolution:Take full ownership of practice requests, tracking issues from first report to final resolution.
* Cross-Functional Collaboration:Partner with Product, Operations, and Engineering teams to advocate for practice needs and resolve technical hurdles.
Cross-Functional Collaboration:Partner with Product, Operations, and Engineering teams to advocate for practice needs and resolve technical hurdles.
* Proactive Risk Mitigation:Identify potential roadblocks to success early and escalate issues before they impact the practice's workflow.
Proactive Risk Mitigation:Identify potential roadblocks to success early and escalate issues before they impact the practice's workflow.
* Documentation & Training:Maintain meticulous records in our CRM and contribute to the creation of intuitive training guides and best-practice documentation.
Documentation & Training:Maintain meticulous records in our CRM and contribute to the creation of intuitive training guides and best-practice documentation.

The Ideal Candidate
* Schedule:Available to work a non-traditional full-time schedule:Saturday, Sunday, Monday, Wednesday, and Friday.
Schedule:Available to work a non-traditional full-time schedule:Saturday, Sunday, Monday, Wednesday, and Friday.
* Ownership Mentality:You don't just "pass the buck"—you take personal responsibility for the success of your assigned practices.
Ownership Mentality:You don't just "pass the buck"—you take personal responsibility for the success of your assigned practices.
* Tech Mastery:You are incredibly comfortable with technology, adapt instantly to new tools, and view frequent software updates or process changes as an exciting challenge rather than a hurdle.
Tech Mastery:You are incredibly comfortable with technology, adapt instantly to new tools, and view frequent software updates or process changes as an exciting challenge rather than a hurdle.
* Fast Learner:You have a proven ability to synthesize complex information and master new platforms or medical workflows in record time.
Fast Learner:You have a proven ability to synthesize complex information and master new platforms or medical workflows in record time.
* IT Background:You possess prior experience inIT Support, allowing you to troubleshoot technical issues with confidence and precision.
IT Background:You possess prior experience inIT Support, allowing you to troubleshoot technical issues with confidence and precision.
* Resilient Problem-Solver:You approach every challenge with an analytical mindset and a "get it done" attitude.
Resilient Problem-Solver:You approach every challenge with an analytical mindset and a "get it done" attitude.

Required Qualifications
* 3+ years of experiencein Customer Success, IT Support, Account Management, or a high-level client-facing role.
3+ years of experiencein Customer Success, IT Support, Account Management, or a high-level client-facing role.
* Exceptional Communication:The ability to translate technical concepts into clear, empathetic guidance for medical staff.
Exceptional Communication:The ability to translate technical concepts into clear, empathetic guidance for medical staff.
* Organizational Excellence:Expert-level ability to manage multiple high-priority accounts simultaneously without dropping the ball.
Organizational Excellence:Expert-level ability to manage multiple high-priority accounts simultaneo