Dynamic Customer Engagement Specialist – Client Success & Operations Lead for Innovative Healthcare Solutions at brighthush
About brighthush
brighthush is a forward‑thinking, technology‑driven organization that is redefining how healthcare and life‑science companies connect with their customers. With a portfolio of cutting‑edge digital tools, data‑centric insights, and a culture that prizes agility, collaboration, and continuous learning, brighthush empowers clients to deliver better patient outcomes and drive sustainable growth. As a rapidly expanding player in the industry, we are committed to fostering an inclusive, high‑performance environment where every team member can thrive.
Position Overview
We are seeking a highly organized, proactive Customer Engagement Specialist to join our Customer Engagement team. In this role, you will act as the operational backbone that supports Account Managers and Account Executives, ensuring seamless day‑to‑day client interactions, meticulous documentation, and timely follow‑through on all client‑related tasks. Your work will directly influence client satisfaction, retention, and the overall success of our account portfolio.
Why This Role Matters
At brighthush, the Customer Engagement Specialist is more than an administrative assistant; you become an integral part of the client success engine. By managing communications, coordinating cross‑functional initiatives, and maintaining accurate records, you enable our sales and technical teams to focus on delivering value to our clients. Your reliability and professionalism help build trust and reinforce brighthush’s reputation as a partner of choice in the healthcare and life‑science space.
Key Responsibilities
- Client Request Management: Support Account Managers/Executives by handling day‑to‑day client requests, follow‑ups, and routine communications. Serve as the first point of contact for internal and external stakeholders.
- Meeting Coordination & Documentation: Prepare, update, and distribute meeting materials—including agendas, minutes, and action logs—ensuring all participants have the information they need.
- Project & Deliverable Tracking: Monitor open items, project tasks, and client deliverables. Liaise with internal teams to confirm deadlines are met and status updates are communicated.
- Requirements & Specification Management: Assist in collecting business requirements, organizing details, and documenting specifications for internal review and approval.
- CRM & Task System Maintenance: Maintain client records and project documentation within our CRM and task‑tracking platforms (e.g., Salesforce, Asana, or similar).
- Billing & Financial Administration: Handle administrative components of billing follow‑through, including gathering time‑cards, tracking billable events, and preparing draft summaries for review.
- Internal Scheduling & Logistics: Coordinate internal scheduling and logistics for client meetings, demos, and project reviews, ensuring all parties are aligned.
- Proposal & Statement Support: Support the preparation of cost estimates, proposals, and statements of work by gathering data and assembling standard components.
- Client Onboarding: Assist Account Managers/Executives during onboarding of new clients by preparing templates, checklists, data intake items, and internal handoffs.
- Communication Monitoring: Monitor shared mailboxes or communication channels as assigned, ensuring timely responses or routing items to the appropriate Account Manager/Executive.
- Product & Release Coordination: Provide operational support for product updates, client notifications, and internal release coordination tasks.
- Cross‑Functional Liaison: Serve as an internal liaison to ensure cross‑functional teams receive the information needed to complete client‑related tasks.
- Special Projects & Continuous Improvement: Perform other duties or special projects as assigned, and proactively identify opportunities to streamline processes and enhance client experience.
Essential Qualifications & Competencies
- Education: Associate degree or equivalent work experience preferred.
- Experience: 1–2 years in administrative support, customer service, operations, or a coordination role.
- Industry Knowledge: Experience in software, healthcare, or life sciences is a plus.
- Technical Proficiency: Familiarity with project coordination or task‑tracking tools (e.g., Asana, Trello, Monday.com). Basic understanding of data exchanges or databases is helpful but not required; a willingness to learn is essential.
- Software Skills: Proficiency with Microsoft Office (Word, Excel, PowerPoint) or equivalent productivity tools.
- Documentation: Strong written documentation and note‑taking skills.
- Compliance: Ability to comply with all company policies, procedures, and SOPs. Handle confidential or sensitive client information appropriately.
Soft Skills & Personal Attributes
- Strong customer service orientation and professional communication skills.
- High attention to detail, accuracy, and ability to follow established processes.
- Ability to manage multiple priorities in a fast‑paced environment.
- Reliable follow‑through and accountability for assigned tasks.
- Strong organizational skills and comfort working across multiple internal teams.
- Proactive, resourceful, and open to learning new systems and processes.
- Comfortable working independently in a remote environment.
What brighthush Offers You
Career Growth & Development
At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As a Customer Engagement Specialist, you will:
- Gain exposure to cross‑functional teams, including Sales, Product, and Engineering.
- Develop expertise in healthcare and life‑science solutions, positioning you for future roles in Account Management, Product Management, or Customer Success Leadership.
- Participate in ongoing learning programs, including industry certifications, workshops, and mentorship opportunities.
Work Environment & Culture
Our culture is built on transparency, collaboration, and a shared commitment to innovation. You’ll experience:
- A flexible, remote‑first work model with a strong emphasis on work‑life balance.
- Regular virtual team huddles, knowledge‑sharing sessions, and social events.
- A supportive environment where ideas are valued and feedback is constructive.
Compensation & Benefits
While specific figures may vary based on experience and location, brighthush offers a competitive salary package that includes:
- Base salary commensurate with market rates for similar roles.
- Performance‑based bonuses and incentive programs.
- Comprehensive health, dental, and vision insurance.
- 401(k) matching and retirement planning resources.
- Paid time off, sick leave, and flexible vacation policies.
- Professional development budget and tuition reimbursement.
- Wellness programs, mental health support, and employee assistance resources.
Ready to Make an Impact?
If you are a detail‑oriented, customer‑centric professional who thrives in a dynamic, fast‑paced environment, we invite you to bring your skills to brighthush. Join us in shaping the future of healthcare engagement and delivering exceptional value to our clients.