Client Services Support Specialist

Apply Description

Ntracts Compliance is a compliance intelligence platform that helps healthcare organizations proactively manage regulatory obligations, third-party risk, and policy governance. By combining curated regulatory content, automated monitoring, and workflow-driven compliance management, Ntracts Compliance enables teams to identify requirements, track changes, assess risk, and demonstrate compliance more efficiently. The platform is designed to support collaboration across legal, compliance, risk, and business stakeholders, helping organizations reduce manual effort, improve audit readiness, and stay ahead of an evolving regulatory landscape. Client Services Specialist will join the Client Services Team to redefine how compliance is delivered—with smarter tech, a streamlined implementation experience, and a culture of teamwork. This role is a critical part of our One Team model, meaning no individual owns a book of clients. You’ll play a hybrid role supporting both new client implementation and ongoing support operations while working alongside the team and account managers to create a seamless, shared approach to implementation and client care.

Responsibilities:

• Assist with client implementation by scheduling activities, tracking milestones, preparing materials, and ensuring implementation completion.
• Support client progress by participating in meetings, documenting calls, tracking action items, and maintaining accurate system records.
• Provide client support through system how-tos, permission updates, data uploads, client training and walkthroughs.
• Submit, troubleshoot, and track support cases independently, partnering with internal teams to resolve and escalate issues as needed.
• Collaborate cross-functionally to identify roadblocks, suggest process improvements, and ensure timely issue resolution.
• Use AI tools responsibly to improve productivity, verifying AI-generated content for accuracy and following company guidelines for protecting client and company data.
• Understand client needs and deliver expert guidance aligned with industry best practices.
• Adhering to employee handbook, policies, and procedures.

Requirements

• 3+ years of experience in implementation, customer support, or other client-facing SaaS roles.
• Strong verbal and written communication skills, with the ability to work independently and collaboratively.
• Reliable internet connection and ability to work effectively in a remote environment.
• Comfort using AI tools in daily work, with sound judgment about reviewing output and protecting sensitive information.
• Familiarity with healthcare technology and compliance is a plus.
• Experience building or improving implementation workflows, documentation, or SOPs is a bonus.

Ideal Candidate:

• Working knowledge of Salesforce or comparable CRM platforms.
• Manages a high volume of client engagement (through calls, emails, or meetings), including 15+ client interactions per week and 20+ active cases.
• Consistently meets deadlines and maintains accurate, up-to-date client records and task tracking in Salesforce.
• Delivers strong client experience, reflected in positive mid- and post-implementation survey feedback.
• Demonstrates persistence and strong problem-solving skills, leveraging multiple resources to resolve issues effectively.
• Is motivated, growth-oriented, and energized by continuous learning and professional development.
• Thrives in a collaborative, supportive environment and is eager to grow alongside a scaling organization.
• Is driven by purpose and impact, helping healthcare organizations meet critical compliance goals.