Client Experience Specialist

Ottawa - Canada

Monthly Salary: Not Disclosed

Posted on: 10 hours ago

Vacancies: 1 Vacancy

Job Summary

Join Our Team at Cliniconex (Internal Posting ONLY)

Position: Client Experience Specialist

Location: Kanata (Hybrid)

Reporting to: Director Customer Operations

Meet Cliniconex

At Cliniconex our focus is our customers our community and our culture. As a small company we understand the importance of having a team that connects effectively. Whether its day-to-day operations or an emergency teams need to be on the same page and thats why we make healthcare communication and collaboration solutions that are as easy as 123. Easy to implement easy to use and easy to scale.

Our solution reaches audiences via voice text or email strengthens teams with a record of all conversations and unites a family-centered community through timely transparent outreach. The result More time to care.

What Youll Be Doing:

As a Client Experience Specialist at Cliniconex youll play a vital role in ensuring our customers dont just go live but actually thrive. You will be the bridge between the initial onboarding excitement and long-term loyalty. Your work will contribute directly to our mission by solving the adoption gapensuring healthcare teams integrate our tools into their daily habits so they can focus on patient care.

Your Responsibilities:

Own the Post-Onboarding Handoff: You will take the baton from our Implementation Specialists the moment a customer goes live. You will conduct the Introduction to Success call to shift the relationship from technical setup to strategic usage.
Drive User Adoption & Habits: You wont wait for the phone to ring. You will monitor usage data to identify customers who arent using the platform to its full potential and proactively reach out with training tips and workflow advice.
Conduct Business Reviews: Unlike the annual contract review you will meet with key clients to review their metrics celebrate wins and prove the ROI of our solution before the renewal conversation ever begins.
Serve as an Early Warning System: You will be the first line of defense against churn. By identifying at-risk accounts (low usage silence or champion turnover) early you will intervene to get them back on track.
Partner with Account Management: While you focus on health and adoption you will identify opportunities for expansion and seamlessly loop in the Account Manager to handle commercial upsells and contract renewals.

What Were Looking For:

Were on the lookout for a passionate and driven individual who:

Has 2-4 years of experience in Customer Success or Account Management specifically within SaaS.
Understand the Why not just the How: You dont just teach people which buttons to click; you teach them how to improve their workday using our tools.
Is Data-Driven: You are comfortable looking at usage dashboards to prioritize your day. You know that a drop in login activity is a call to action.
Is a Natural Educator: You have patience and empathy. You can explain complex concepts simply to busy healthcare professionals.
Possesses strong organizational skills and takes a proactive approach to manage a portfolio of mid-stage customers without letting anyone fall through the cracks.

Bonus Points for:

Experience in the Healthcare or MedTech industry.
Experience with Customer Success platforms (e.g. Gainsight ChurnZero) or CRMs (e.g. Salesforce HubSpot.)

Perks of Joining Our Team:

Make a Real Impact: Join a mission-driven team thats transforming patient care across North America. Your work will directly contribute to better health outcomes and meaningful change.
Flexible Hybrid Work Model: We believe in balance. Enjoy the best of both worlds with a mix of remote work and in-office collaboration.
30 Days of Paid Time Off: Work hard rest well. We offer a generous PTO policy to support your work-life balance - right from the start.
Health & Wellness Budget: Invest in your well-being with an annual budget to support your physical mental or emotional health.
Internet Budget: We provide a budget for home internet expenses so you can stay connected and productive while working from home.
Collaborative Culture: Be part of a supportive dynamic team where every voice is heard and innovation thrives.
Growth & Development: Were committed to your success and encourage you to learn and grow your skills
Day-One Benefits & Flexibility: Enjoy comprehensive benefits on your first day!

Equal Opportunity and Accommodations:

Cliniconex is an equal opportunity employer. We encourage applications from individuals of all backgrounds races genders abilities and identities.

Accommodations will be provided at all stages of the selection process. Please contact for any accommodation requirements.

Required Experience:

Manager

Join Our Team at Cliniconex (Internal Posting ONLY)Position: Client Experience SpecialistLocation: Kanata (Hybrid)Reporting to: Director Customer OperationsMeet CliniconexAt Cliniconex our focus is our customers our community and our culture. As a small company we understand the importance of having...