Customer Experience Associate

Caregility is seeking a Customer Experience Associate (CXA).

The role is Full-Time Exempt (salaried).

This will be a remote role open to candidates within the US. Candidates must be authorized to work in the US without sponsorship.

The Customer Experience Associate (CXA) reports to the Director of Customer Experience and plays a key role in delivering a consistent, high-quality experience for Caregility’s healthcare customers. This position supports the design and execution of customer experience strategies that strengthen adoption, satisfaction, and long-term retention across the customer lifecycle. The CXA serves as a critical connector between Caregility’s technology, customer needs, and the operational realities of healthcare environments.

Through proactive engagement, relationship building, and cross‑functional collaboration, the CXA helps ensure seamless customer journeys and measurable value realization. This role acts as an advocate for the voice of the customer, reinforcing Caregility’s commitment to reliable, patient‑centered virtual care solutions.

Customer Experience Strategy & Execution

• Support the execution of Caregility’s customer experience strategy across assigned high‑touch and low‑touch accounts, ensuring alignment with organizational goals and healthcare industry requirements.
• Assist in improving end‑to‑end customer journeys by identifying friction points and supporting cross‑functional initiatives that enhance consistency, reliability, and value delivery.
• Apply a tiered engagement model to ensure the appropriate level of CX support based on account size, complexity, and risk.

High‑Touch Account Support

• Partner with the Director of Customer Experience to support strategic health system accounts with complex deployments or critical care use cases.
• Assist in coordinating structured success plans, onboarding activities, and ongoing adoption initiatives.
• Participate in customer touchpoints, QBRs, and executive‑facing communications as needed.
• Monitor account health indicators and proactively elevate risks to the Director of Customer Experience.

Low‑Touch & Scaled Account Support

• Manage scalable engagement motions for low‑touch accounts, including digital communications, standardized check‑ins, and usage monitoring.
• Support customer adoption and satisfaction through proactive outreach, education, and timely issue coordination.
• Identify trends across low‑touch accounts to inform process improvements and proactive interventions.

Customer Insights & Advocacy

• Collect, analyze, and synthesize customer feedback through surveys, direct outreach, and internal data sources.
• Act as a voice of the customer by sharing insights with clinical, product, technology, and support teams.
• Translate customer feedback into actionable recommendations that improve product experience and service delivery.

Metrics, Reporting & Health Monitoring

• Track key customer experience metrics such as adoption, satisfaction, escalation trends, and engagement health.
• Contribute to regular reporting and insights shared with CX leadership and executive stakeholders.
• Maintain accurate account documentation, success plans, and engagement records.

Process Improvement & Compliance

• Identify recurring customer challenges and support initiatives to improve processes, workflows, and customer communications.
• Ensure customer engagement activities align with healthcare technology standards, security, and privacy requirements (including HIPAA).
• Support documentation and standardization efforts that improve CX consistency and scalability.

Cross‑Functional Collaboration

• Work closely with clinical, product, technology, support, sales, and marketing teams to ensure aligned and seamless customer experiences.
• Support clear handoffs and communication between teams throughout the customer lifecycle.
• Assist in driving internal accountability around customer outcomes.

Learning & Development

• Stay informed on healthcare trends, virtual care technologies, and customer experience best practices.
• Continuously develop CX skills and contribute ideas to evolve Caregility’s CX operating model.

Required:

• Proficiency in Microsoft Office…