Client Experience Specialist

Thoughtful•Austin, TX

About The Position

As a Client Experience Specialist at Smarter Technologies, you will support the deployment of AI-driven and human-in-the-loop (HITL) solutions that transform customer Revenue Cycle Management (RCM) operations. You will work closely with senior delivery leaders and cross-functional teams to ensure smaller customer accounts launch successfully, stabilize quickly, and begin realizing measurable operational and financial outcomes. In this role, you help bring clarity to workflows, organize delivery activities, translate customer needs, and support issue resolution. You build customer confidence by ensuring they understand what is being deployed, how it works, and what outcomes to expect. This role is ideal for someone early in their delivery career who thrives in fast-paced environments and wants to grow into full implementation ownership.

Requirements

2–4 years of experience in program coordination, implementation, consulting, or operations.
Experience supporting technology deployments or workflow/process changes.
Strong ability to document workflows, communicate clearly, and manage multiple tasks.
Comfortable working with technical and non-technical teams.
Organized, detail-oriented, proactive problem-solver.
Interest in AI, automation, healthcare workflows, or RCM (expertise not required).

Nice To Haves

Exposure to healthcare RCM operations or healthcare technology.
Experience with workflow documentation, requirements gathering, or product configuration.
Familiarity with HITL systems, AI automation concepts, or process optimization.
Experience coordinating cross-functional teams.

Responsibilities

Program Coordination and Delivery Support Coordinate day-to-day implementation activities for smaller customer accounts.
Support delivery planning, milestone tracking, status reporting, and governance materials.
Maintain structured, clear communication across internal teams and customer stakeholders.
Document workflows, decisions, and updates needed for smooth execution.
Customer Alignment & Workflow Understanding Help customers understand AI/HITL workflows, handoffs, and operational impacts.
Translate customer questions and workflow nuances into clear inputs for technical teams.
Maintain alignment between customer SMEs and internal engineering, data, and operations teams.
Workflow Translation & Implementation Readiness Assist in mapping and validating customer workflows into AI/HITL processes.
Support customer readiness, including data mapping, workflow walkthroughs, testing, and documentation.
Ensure customer teams are prepared for go-live and early adoption.
Execution, Monitoring & Issue Tracking Track delivery progress, risks, and dependencies; surface issues early to delivery leads.
Support issue triage, ensuring the right owners are engaged and resolutions are documented.
Contribute to ensuring deployments stabilize and perform reliably.
Value Tracking and Continuous Improvement Monitor early performance signals such as throughput, exceptions, accuracy trends, and customer feedback.
Identify improvement opportunities and collaborate with Delivery Executives or Customer Success.
Capture lessons learned to enhance delivery playbooks, tools, and repeatable processes.