Client Engagement Specialist

The Client Engagement Specialist is a key member of the ResidencyCAS team, responsible for delivering exceptional service to our user community. In this dynamic, customer-facing role, the Specialist will provide impactful training, support, and content that empowers users to make the most of our solutions. By fostering a service-first mentality, this role ensures that every interaction contributes to a positive user experience, building lasting relationships with clients and users.

Responsibilities:

• Provide One-on-One Training & Support: Lead individual training sessions for users (program managers, directors, etc.), ensuring they gain the knowledge and skills to effectively use the ResidencyCAS platform.
• Organize & Lead Group Trainings: Plan and facilitate group training sessions at in-person events such as conferences, academic meetings, and other user-focused gatherings, ensuring that all participants receive the information they need to succeed.
• Create Support Materials: Develop clear, user-friendly written and video resources (e.g., tutorials, knowledge base articles) to help users navigate and troubleshoot the ResidencyCAS platform.
• Gather and Act on Feedback: Collect feedback from users to identify areas for service improvement. Collaborate with internal teams to implement changes and ensure the platform continually meets user needs.
• Provide Problem-Solving Support: Identify and troubleshoot issues users encounter, providing timely and effective solutions. When necessary, escalate complex problems to the appropriate teams to ensure user satisfaction and resolution.
• Manage Overflow Support: Provide additional support during peak periods by handling incoming support calls and emails, ensuring timely responses and maintaining a high level of customer satisfaction.
• Drive Continuous Improvement: Actively seek opportunities to enhance processes, materials, and user support strategies, contributing to the ongoing evolution of the ResidencyCAS platform and its services.
• Develop Subject Matter Expertise: Continuously learn and deepen your knowledge of the ResidencyCAS platform, becoming a trusted resource and subject matter expert across all business lines to support both internal teams and users

Position Requirements: 

• 3+ years of medical residency program experience preferred (program manager or coordinator)
• Knowledge of Liaison solutions and services (CAS, WebAdMIT, etc.) a plus
• Excellent written and verbal communication skills, with the ability to explain complex topics in simple, user-friendly terms.
• Able to manage multiple tasks simultaneously and prioritize effectively, ensuring that all support and training efforts are delivered on time and with attention to detail.
• Demonstrate a service-first mentality with a strong desire to help users solve problems and succeed with the platform. Ability to communicate with confidence and clarity to diverse audiences.
• Comfortable with change in a fast-paced, evolving environment and able to adapt to new tools, processes, or client needs.
• Must be able to travel (site visits, conferences, etc.) 2-3 times per quarter
• Bachelor’s Degree or higher a plus