Note: This is a fully remote opportunity with up to 10% travel required.
Join ProCareHR/Go Icon as an Enrichment Edge Client Support Specialist
At Procare HR, we're on a mission to transform outcomes for care providers through industry-focused HR services, labor strategy and support, talent acquisition, employee engagement and resident and family satisfaction. Our core values drive our culture, emphasizing positivity, curiosity, accountability, gratitude, and growth.
The Customer Success Specialist is the Enrichment Edge team's dedicated Go Icon platform expert. This person knows the platform's features, configuration and reporting inside and out, and owns the technical side support of new client implementation and onboarding.
Why Join Us:
- Salary Range is $60,000-$70,000/yr | Credit given for experience
- Great Benefits Available
- Fully Remote Opportunity
What You'll Actually Do:
- Be the team’s Go Icon expert: Master the platform’s resident, staff, and family portals, scheduling, engagement tracking, and reporting. Stay current on releases and serve as the team’s main liaison with Go Icon product and support.
- Lead technical implementation for new clients: Partner with the Go Icon Onboarding Manager and Enrichment Program Manager to turn client requirements into platform configuration, validate data before go-live, and flag risks early.
- Drive onboarding and training: Deliver end-user training, help build training materials and quick-reference guides, and roll out family and resident portals so each community is fully set up and engaged from day one.
- Champion client adoption: Act as a responsive point of contact for platform questions, monitor usage, coach communities that need extra support, and troubleshoot issues while building a shared knowledge base.
- Improve how we work: Refine the implementation playbook, recommend configurations that strengthen data and reporting, and share client feedback with Enrichment Edge leadership to shape our services.
What You Bring:
- Associate’s degree in IT, hospitality, healthcare, therapeutic recreation or adjacent field
- Minimum of two years of experience in tech onboarding, software training, implementation, or customer success/service.
- Hands-on experience administering, configuring or supporting a SaaS platform (preferably Go Icon)
- Proven ability to train non-technical users and explain technology in plain language.
- Experience managing multiple client implementations at once with clear timelines.
- Deep technical curiosity and the drive to master a platform end to end.
- Strong project management and attention to detail, especially with data setup.
- Strong relationship-management skills as a partner, coach, advisor
Benefits Available:
- Health insurance with company paid premium for employee only coverage
- FSA and HSA options available
- Company paid dental insurance for employee only coverage
- Company paid life insurance
- Company paid short- and long-term disability insurance
- A 401K plan with company match and safe harbor contribution
- Paid Time Off
- Additional ancillary benefits including Vision, Critical Illness, Voluntary Life/AD&D, and Accident
Skills Required
- 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, preferably Go Icon
- Ability to train non-technical users and explain technology in plain language
- Experience managing multiple client implementations simultaneously with clear timelines
- Strong project management and attention to detail, especially with data setup
- Strong relationship-management skills as a partner, coach, and advisor
- Technical curiosity and willingness to master a platform end to end
What We Do
Procare HR offers complete HR solutions for care providers. HR Strategy Not sure how HR can help you reach your goals? We do! Our experts offer performance management, compensation planning, employee engagement and retention strategies, and more to help you reach your goals. Proactive HR Advice Our experts review data to make sure we catch something before there is a problem. We also offer employee training, HR policies and procedures, workforce planning, and risk mitigation advice. Responsive Dedicated HR Professionals Through workers’ compensation claims, OSHA investigations, terminations, layoffs, ACA penalties, and more, if something happens your dedicated HR team will guide you through the process
