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
Caring for You, So You Can Care for Others:
401(k) plan with a 3% Safe Harbor contribution plus company match. Procare HR contributes 3% of your pay whether or not you contribute, matches 50% of the first 2% you put in, and everything is 100% vested immediately
Time to recharge, with up to 23 paid days off a year: 15 days of paid time off to rest, travel, or take care of what matters to you
6 company-paid holidays to unplug and celebrate
Days That Matter: two additional days off each year: Birthday: one day off anytime during your birthday month
Flexible: one day for whatever occasion is personally meaningful to you
Health insurance starting day one, including a $0 employee-only premium option
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
Additional ancillary benefits including Vision, Critical Illness, Voluntary Life/AD&D, Accident, and an Employee Assistance Program (EAP)
Join us in reshaping the future of HR services!