Support Specialist
Pubblicato il 25-08-2026 - AlfaDocs.com in Italia
At AlfaDocs , we’re on a mission to transform healthcare. Our software platform makes the daily lives of medical practices and patients easier by streamlining practice management and patient relationships. With our all-in-one, cloud-based solution, healthcare professionals can focus more on care and less on administration.
We’re driven by a shared passion to make a lasting impact on the healthcare industry, creating a space where both our team and our customers thrive.
As a Customer Success Specialist , your primary goal is to maximize the value each customer derives from the AlfaDocs platform, while contributing directly to MRR growth through upselling and contract renewal support.
This role sits at the intersection between Onboarding and Upselling, acting as a critical touchpoint for customers in the engagement and reactivation phase. You will work with both active and dormant accounts, proactively increasing product adoption, customer satisfaction, and platform usage.
Manage a portfolio of existing customers ,
with the goal of strengthening retention and maximizing usage of the AlfaDocs platform.
Re-engage inactive clients ("sleepers") and boost adoption among customers who have purchased but never activated or fully used the product.
Monitor and manage a segment of low-engagement accounts , which represent ~15% of the CS team’s portfolio.
Support customers with best practices , personalized recommendations, and feature guidance tailored to their business needs.
Collaborate with the Onboarding team to ensure seamless handoff of newly activated accounts.
Track customer health and engagement using internal dashboards and usage analytics .
Act as a trusted advisor and voice of the customer in cross-functional conversations with Product, Sales, and Support teams.
~1-3 years of experience in a customer-facing role, ideally in SaaS, account management, or customer success.
~ Strong customer empathy and problem-solving mindset , with a proactive, consultative approach.