Customer Advisor

HHAeXchange is the leading technology platform for home and community-based care. Founded in 2008, HHAeXchange was born out of an idea to create a fully comprehensive end-to-end homecare solution to help people who are aging or have disabilities thrive in their homes and communities. Our employees are passionate about transforming the healthcare space by building the only homecare ecosystem that fully connects patients, personal care providers, managed care organizations, and states.

We are seeking a Customer Advisor who thrives on solving complex problems and turning frustrated customers into advocates. Think of this role as roadside assistance for healthcare technology - when agencies encounter obstacles, you jump in with expertise and get them back on track.

Our Customer Advisor team works collaboratively so customers get consistent, expert assistance no matter who they speak with. You won't be managing daily relationships; instead, you'll be the expert who intervenes during critical moments to resolve issues, optimize operations, and strengthen partnerships highly motivated and skilled individual to join our Technical Customer Care team as a Customer Advisor.

This role is a fully on-site position at our Miami office location.

To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily with or without reasonable accommodations. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Essential Job Duties

• Customer Issue Resolution & Triage
• Assess and prioritize complex customer situations requiring specialized intervention beyond standard support capabilities
• Resolve escalated challenges including billing disputes, workflow optimization, feature adoption barriers, and competitive concerns
• Coordinate cross-departmental solutions working with Implementation, Finance, Support, and Sales teams for comprehensive issue resolution
• Execute retention strategies for at-risk accounts through value demonstration and relationship strengthening

• Proactive Customer Success Management
• Monitor customer health indicators and identify early warning signs of potential issues or dissatisfaction
• Conduct strategic outreach to customers showing declining engagement or usage patterns
• Drive feature adoption initiatives helping customers maximize their platform investment and operational efficiency
• Facilitate smooth transitions during account changes, renewals, and service modifications

• Team Collaboration & Knowledge Management
• Maintain comprehensive documentation ensuring effective handoffs and continuity across team members
• Provide coverage support for teammate accounts with complete context and historical knowledge
• Share insights and solutions contributing to team knowledge base and best practice development
• Coordinate internal advocacy representing customer needs across organizational departments

• Strategic Consultation & Guidance
• Deliver operational consultation helping customers optimize workflows and improve business outcomes
• Translate technical capabilities into practical business benefits aligned with customer objectives
• Provide competitive intelligence and market positioning guidance during customer decision-making processes
• Support contract optimization including annual conversions and service level adjustments

Other Job Duties

• Other duties as assigned by supervisor or HHAeXchange leader

Travel Requirements

• Travel up to 10%, including overnight travel

Required Education, Experience, Certifications and Skills

• Professional Experience & Background
• 3+ years of proven experience in customer-facing roles requiring complex problem resolution and relationship management.
• SaaS or technology platform experience with understanding of software implementation and customer success methodologies.
• Track record of retention success including difficult conversation management and value-based solution development.
• Healthcare industry knowledge preferred with understanding of home health operations and regulatory environment.

• Technical Skills and Tools
• CRM platforms (Salesforce preferred, but any CRM experience works)
• Customer success tools (Gainsight, or similar)
• Microsoft Office Suite and Teams for collaboration and analysis
• Outlook for email and calendar management
• Business intelligence tools (Tableau or similar reporting platforms)
• Project management systems (Jira, or similar)
• Call recording platforms (Gong or similar conversation tools)
• Strong technical curiosity and ability to help customers navigate complex software

The base salary range for this US-based, full-time, and exempt position is $65,000 - $70,000, not including variable compensation. An employee’s exact starting salary will be based on various factors including but not limited to experience, education, training, merit, location, and the ability to exemplify the HHAeXchange core values.

This is a benefits-eligible position. HHAeXchange offers competitive health plans, paid time-off, company paid holidays, 401K retirement program with a Company elected match, including other company sponsored programs.