Client Services Specialist - US/ Canada
Client Services Specialist - US/ Canada
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Job Description
About us
Location: US/Canada
Role Summary
The Client Services Specialist is a dual-function role combining technical support expertise with product specialization. As a frontline representative of RamSoft this role handles inbound support cases related to software configuration usage and troubleshooting while also playing a key role in delivering product demonstrations and advanced application support. This role acts as a subject matter expert across multiple customer touchpoints helping drive adoption and gather and provide valuable feedback to the Product team.
This position requires occasional travel (up to 30%) for customer training onsite support and trade show participation.
Key Responsibilities
Technical Support & Issue Resolution
- Respond to inbound customer support cases via phone email and remote access tools.
- Troubleshoot and resolve software configuration performance and usability issues.
- Document support inquiries resolutions and actions within the case management system.
- Collaborate with Engineering QA and Product for advanced troubleshooting and issue escalation.
- Support ticket handoff with complete technical and business context.
Product Demonstrations & Training
- Lead virtual and in-person product demonstrations tailored to various customer personas (e.g. clinical admin technical).
- Deliver onboarding and follow-up training sessions for new and existing customers.
- Facilitate hands-on sessions for product education during implementation or upgrades.
- Represent RamSoft at trade shows webinars and customer-facing events.
Application Expertise & Escalated Support
- Serve as an escalation point for advanced application usage issues.
- Support internal enablement and product readiness for new releases or features.
- Assist Customer Success Managers and Sales Engineers by providing deep product insight when needed.
Product Feedback & Usability Insights
- Gather structured customer feedback during support interactions trainings and demos.
- Collaborate with Product Managers to validate feature needs usability concerns and enhancement requests.
- Participate in feature design and UAT (user acceptance testing) cycles.
Market Intelligence & Representation
- Represent the product at industry trade shows and conferences delivering demos and gathering market insights.
- Maintain a strong understanding of industry trends customer pain points and competitive offerings.
Required Qualifications
- Associates or Bachelors degree in healthcare IT or related discipline.
- 35 years of experience in technical support client services product training or presales roles.
- Exceptional troubleshooting communication and interpersonal skills.
- Customer empathy and experience managing challenging conversations.
- Ability to work in fast-paced cross-functional teams.
- Willingness to travel up to 30% for training demos and events.
Preferred Qualifications
- Experience with RamSoft products is a bonus and differentiator.
- Experience supporting or demonstrating healthcare IT systems (RIS/PACS EMR HL7 DICOM).
- Familiarity with cloud-based applications remote support tools and CRM platforms (e.g. Salesforce).
- Prior experience conducting product demos virtual trainings or trade show presentations.
- Radiology or clinical background is an asset.
Success Metrics
- Ticket resolution speed and quality (FCR CSAT).
- Product training completion and satisfaction rates.
- Demo-to-conversion success in collaboration with Sales.
- Feature feedback quality and usability contributions.
- Support deflection through education and enablement.
Why Join RamSoft
At RamSoftwere transforming healthcare through innovative cloud-native imaging solutions. As a Client Services Specialist youll help ensure our customers are empowered supported and confident whether theyre implementing our software exploring its capabilities or troubleshooting challenges. We offer a collaborative environment flexible work options and the opportunity to directly impact patient care through better technology.
Required Experience:
Senior IC
Employment Type
Full-Time
