Job Description

Job Summary

Homeland has teamed up with a leading global healthcare technology company to hire a motivated and skilled Customer Advisor for our Technical Customer Care team. In this role, you will drive adoption and retention among SMB and Mid-Market providers by ensuring customer success, building strong relationships, and enhancing their experience with the company. You will monitor key metrics, troubleshoot issues, and escalate when needed. Your expertise in relationship management, consultative support, and strategic thinking will help address gaps in implementation, training, and ongoing support, fostering long-term customer satisfaction and retention.

Responsibilities

• Drive customer success by promoting engagement, adoption, and maximizing the value of the company’s products
• Build and maintain strong customer relationships to identify opportunities and achieve monthly goals
• Oversee the ongoing health of customer relationships, ensuring long-term satisfaction and retention
• Proactively manage high-support ticket customers by identifying recurring issues and collaborating with technical teams for resolution
• Work closely with the Interoperability team to address billing and process-related challenges for customers with high rejection rates
• Identify and support customers with low adoption or training metrics, ensuring they fully utilize the product’s capabilities
• Uncover customers' core business needs, pain points, and challenges to provide effective solutions
• Drive retention efforts by monitoring engagement and satisfaction metrics, proactively identifying at-risk customers
• Collaborate with product, marketing, and finance teams to support customer success and drive improvements
• Provide valuable feedback from customer interactions to product, sales, and marketing leadership
• Assist with complex customer requests and issue escalations as needed
• Help customers realize product benefits and proactively introduce new solutions to enhance their experience
• Track and analyze customer activity to optimize performance and engagement

Requirements

• 2+ years of experience in customer retention within SaaS platforms, preferably in a call center environment
• Strong customer service and communication skills, with proficiency in Salesforce Service Cloud, Gainsight, Microsoft Office, Jira, and AWS
• Ability to identify technical issues, analyze root causes, and implement effective solutions to improve customer care performance
• Proven interpersonal and relationship-building skills to foster strong customer connections
• Passion for customer service and a commitment to delivering value to clients
• Strong organizational skills with the ability to manage multiple priorities and workflows
• Collaborative and team-oriented mindset, with enthusiasm and a drive to succeed
• Experience working with clients in the healthcare or homecare industry, preferred

Benefits

Our client offers a comprehensive benefits package, including competitive health plans, paid time off, and company-paid holidays to support work-life balance. Employees also enjoy a 401(k) retirement program with a company-elected match, along with other company-sponsored programs designed to enhance overall well-being and financial security.

Summary

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EEO Notice

Homeland LLC is an Equal Opportunity Employer. Homeland LLC provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state, and local laws. Homeland LLC complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. Reasonable accommodation is available for qualified individuals with disabilities, upon request.

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