Practice Success Associate

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

About the Role

We are a fast-growing healthcare technology company seeking a Practice Success Associate to 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. • 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. • 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. • 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.

The Ideal Candidate • Location: Must be located outside of the Philippines. • 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. • 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. • IT Background: You possess prior experience in IT 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.

Required Qualifications • 3+ years of experience in 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. • Organizational Excellence: Expert-level ability to manage multiple high-priority accounts simultaneously without dropping the ball. • Service-Oriented Mindset: A genuine passion for helping others and improving the healthcare experience. • Remote Ready: A reliable high-speed internet connection and a professional remote work setup.