Hyphen Client Success Specialist

**Key Responsibilities** + **Client Implementation & Product Support** + Responsible for identifying, recruiting and onboarding new clients + Support successful client implementations, ensuring clients have an excellent customer experience, adopt our tools and perform at the highest levels + Document client business requirements and help validate that the final product solution meets business needs + Build meaningful relationships with clients (e.g. providers, pharmacies, client data management vendors); serve as a primary point of contact for client inquiries, issues, and escalations + Provide timely, accurate, and solutions-oriented product support; troubleshoot technical and functional issues, escalating complex matters as needed, act as a liaison between product, implementation and technical teams + Maintain knowledge of company products and services to effectively support clients + Identify recurring issues and recommend process or product improvements; work closely with all levels of end users to document business processes and workflows and begin identifying possible approaches to gaps, issues or risks + **Training Development & Delivery** + Design, develop, and maintain client-facing and internal training materials (guides, presentations, job aids, FAQs) + Deliver live and virtual training sessions to clients and internal stakeholders + Assess training effectiveness and continuously improve learning materials and programs + Support onboarding efforts for new clients through structured implementation and training programs + **Meeting Management & Client Engagement** + Assist in the planning, scheduling, and facilitation of client meetings, including onboarding sessions, status updates, and training workshops + Prepare clear agendas, presentations, and supporting documentation + Document meeting outcomes, action items, and follow-ups + Manage project expectations through regular client meetings, project status reports and maintaining a great relationship throughout the implementation life cycles + **Documentation & Knowledge Management** + Create and maintain comprehensive documentation, including SOPs, knowledge base articles, release notes, and troubleshooting guides + Ensure documentation is clear, accurate, and accessible + Maintain internal administrative and knowledge-based repositories to support team efficiency + Contribute to continuous improvement of support workflows and processes + **Core Competencies** + Client-focused mindset + Strong presentation and facilitation skills + Attention to detail + Collaboration and cross-functional teamwork + Initiative and ownership + Adaptability in a fast-paced environment + **What Success Looks Like** + High client satisfaction, engagement and retention + Clear, well-maintained documentation that reduces support escalations + Effective training programs that improve client adoption and internal efficiency + Organized and productive client meetings with actionable outcomes + **Minimum Qualifications:** + Associates degree from an accredited institution or equivalent work experience; 2-5 years of experience in client support, customer success, or a related role, preferably in Healthcare IT, Social Care IT or pharmacy operations. + Demonstrated experience in training development and delivery + Experience with CRM systems, ticketing platforms, and knowledge management tools (e.g. Service Now, Jira, Sharepoint) + Demonstrated ability to remain organized, self-motivated and able to meet project deadlines with minimal supervision + Rigorous attention to detail, demonstrated ability to write clear, concise communications and documentation + Ability to travel to and support clients on site, as needed **Preferred Qualifications:** + Bachelors degree from an accredited institution + Proficient in Microsoft Office suite; working knowledge of Visio or other diagramming/design software + Experience with EHR or clinical practice management processes, Social Care management and/or Pharmacy Management Software + Ability to work in a matrix-management environment + Ability to balance multiple priorities undefined Compliance & Regulatory Responsibilities: N/A License/Certification: N/A that may be required or assigned WE ARE AN EQUAL OPPORTUNITY EMPLOYER. Applicants and employees are considered for positions and are evaluated without regard to mental or physical disability, race, color, religion, gender, gender identity, sexual orientation, national origin, age, genetic information, military or veteran status, marital status, mental or physical disability or any other protected Federal, State/Province or Local status unrelated to the performance of the work involved.