Job Description

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

Benefits Available:

• Health insurance with company paid premium for employee only coverage
• 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
• A 401K plan with company match and safe harbor contribution
• Paid Time Off
• Additional ancillary benefits including Vision, Critical Illness, Voluntary Life/AD&D, and Accident

Join us in reshaping the future of HR services!

To apply, please complete the required questionnaire. We accept applications on a rolling basis.

We are an Equal Opportunity Employer and are committed to a diverse and inclusive workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, age, national origin, ancestry, disability, medical condition, genetic information, marital status, veteran or military status, citizenship status, pregnancy (including childbirth, lactation, and related conditions), political affiliation, or any other status protected by applicable federal, state, or local laws. We are committed to providing an inclusive and accessible recruitment process. If you require accommodations during the interview process, please let us know. Reasonable accommodations will be provided upon request to ensure equal opportunity for all applicants.

Applicants may be subject to a background check. Employees in this position must be able to satisfactorily perform the essential functions of the position. If requested, this organization will make every effort to provide reasonable accommodations to enable employees with disabilities to perform the position’s essential job duties. As markets change and the Organization grows, job descriptions may change over time as requirements and employee skill levels evolve. With this understanding, this organization retains the right to change or assign other duties to this position. If you are an applicant from California, please review this notice.

E-Verify Participation

Procare HR participates in E-Verify.

This employer will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with information from each new employee’s Form I-9 to confirm work authorization.