Enrichment Edge Client Support Specialist
About The Position
The Enrichment Edge Client Support Specialist is the Enrichment Edge team's dedicated Go Icon platform expert, responsible for mastering the platform's features, configuration, and reporting and providing technical support for new client implementation and onboarding. The role works with the Go Icon Onboarding Manager and Enrichment Program Manager to translate client requirements into platform configurations, validate data before launch, and identify risks early. The specialist delivers end-user training, helps develop training materials and quick-reference guides, and supports the rollout of family and resident portals. They respond to platform questions, monitor client usage, coach communities, troubleshoot issues, maintain shared knowledge resources, improve implementation processes, recommend configurations that strengthen data and reporting, and relay client feedback to Enrichment Edge leadership. This is a fully remote opportunity with up to 10% travel required.
Requirements
- Associate's degree in IT, hospitality, healthcare, therapeutic recreation, or an adjacent field.
- At least two years of experience in tech onboarding, software training, implementation, or customer success/service.
- Hands-on experience administering, configuring, or supporting a SaaS platform.
- Ability to train non-technical users and explain technology in plain language.
- Experience managing multiple client implementations at once with clear timelines.
- Strong project management skills and attention to detail, especially with data setup.
- Strong relationship-management skills, including working as a partner, coach, and advisor.
- Deep technical curiosity and motivation to master a platform end to end.
Nice To Haves
- Experience with the Go Icon platform.
Responsibilities
- Serve as the team's Go Icon expert, mastering resident, staff, and family portals, scheduling, engagement tracking, and reporting.
- Stay current on platform releases and serve as the team's main liaison with Go Icon product and support.
- Lead technical implementation for new clients, partnering with the Go Icon Onboarding Manager and Enrichment Program Manager to translate client requirements into platform configuration.
- Validate data before go-live and identify risks early.
- Deliver end-user training, help create training materials and quick-reference guides, and roll out family and resident portals.
- Respond to platform questions, monitor usage, coach communities that need support, and troubleshoot issues.
- Build and maintain a shared knowledge base.
- Refine the implementation playbook and recommend configurations that strengthen data and reporting.
- Share client feedback with Enrichment Edge leadership to help shape services.
Benefits
- Health insurance with company-paid premium for employee-only coverage.
- FSA and HSA options.
- Company-paid dental insurance for employee-only coverage.
- Company-paid life insurance.
- Company-paid short- and long-term disability insurance.
- 401(k) plan with company match and safe harbor contribution.
- Paid time off.
- Additional ancillary benefits including vision, critical illness, voluntary life/AD&D, and accident coverage.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
