Job Summary

The Customer Concierge Associate plays a vital role in creating a seamless, well-coordinated, and positive experience for every customer — ensuring they feel supported and informed from the moment a sale is finalized through to successful go-live. Serving as the central connection between customers and RedSail’s internal teams, you’ll help align efforts, ensure account accuracy, and support opportunities that enhance the customer’s overall experience and value with RedSail.

As a trusted liaison, you’ll coordinate schedules, guide onboarding activities, and ensure customers feel confident and cared for throughout their journey with RedSail. This role calls for strong organization, attention to detail, and a genuine passion for helping others and delivering an exceptional customer experience.

If you’re a collaborative professional who loves bringing people together and creating meaningful, positive interactions — we’d love to have you on our team.

Key Duties

Customer Onboarding & Concierge

• Guide customers from signed agreement to successful go-live, ensuring a smooth and positive experience.
• Coordinate onboarding calls, timelines, and key milestones with attention to detail and clear communication.
• Deliver concierge-style engagement, helping customers feel confident and supported throughout onboarding.

Onboarding Coordination & Process Excellence

• Organize and track onboarding activities to maintain visibility and momentum across all customer accounts.
• Review client accounts to ensure accurate reflection of all active products and services sold by the sales team.
• Monitor progress, anticipate challenges, and communicate proactively to keep customers and internal teams aligned.
• Contribute ideas and feedback to continuously refine and improve the onboarding process and customer experience.

Cross-Functional Collaboration

• Partner with Sales, Customer Support, Clinical, and Product teams to ensure seamless handoffs and unified communication.
• Coordinate the activation of pharmacy platform solutions, aligning customer technical and billing requirements.
• Assist in tracking onboarding progress, adoption metrics, and customer outcomes to support team visibility and success.
• Maintain a comprehensive understanding of RedSail’s products and services to recognize opportunities for upsell or cross-sell that enhance customer value and strengthen partnerships.

Education/Training

• Education: Bachelor’s degree in Business, Communications, Healthcare, or related field.

Required Work Experience/Skills

• 1–2 years of experience in a customer-facing or coordination role — such as customer service, client onboarding, account support, or administrative coordination.
• Comfort working with digital tools like CRM systems, work management software, or Microsoft Office.
• Exposure to customer onboarding, team coordination, or scheduling activities (through work, internships, or coursework).
• Strong written and verbal communication skills, with a focus on professionalism and empathy.
• Training or coursework in customer service, communication, or process coordination is a plus.

Preferred Work Experience/Skills

• Customer Service, or Business-related experience in a corporate environment.
• Familiarity with healthcare or pharmacy operations.
• Interest in learning about customer experience and implementation processes

Discretionary Judgment

• Uses independent judgment and discretion based on the employee’s experience in the position and knowledge of the products, equipment, and services.
• Uses good judgment and possesses ethical work values.

Physical Demands, Working Conditions, and General Employment Guidelines

• Position is performed in a general office environment, home office, or approved remote workspace where physical work includes, but is not limited to, sitting, standing, reaching, kneeling, bending, and lifting to 25 lbs.

Equipment

• Daily use of Microsoft Teams (phone), computer, printer, and other routine office equipment.
• Must have reliable and consistent internet access.

Safety to Self and Others

• Little responsibility for the safety of others. Job is performed in an office setting where there are no hazardous materials or equipment.

Working Conditions/Hazards

• Position is performed in Office environment hybrid
• Travel required – Yes, 10%

Work Location

• RedSail Office-Spartanburg, SC