Client Experience Coaching Specialist (Remote - US)
Remote
Customer Experience – CX Business Operations /
Full time /
Hybrid
Why join Nextech?
We are a leader in specialty healthcare technology solutions.
We’re committed to hiring and retaining talent, which is why we invest in our employees through competitive pay, a generous bonus structure, great healthcare, a comprehensive wellness program, and many other benefits.
If you are a software engineer, finance or accounting professional, customer support specialist, or a business development expert with a passion for healthcare technology (just to name a few), we want to hear from you.
We are an equal opportunity employer with a commitment to diversity. All individuals, regardless of personal characteristics are encouraged to apply. If you are a candidate in need of assistance or an accommodation in the application process, please contact talent@nextech.com.
Job Summary:
As the Coaching Specialist, you will be responsible for designing, implementing, and optimizing a structured coaching and development program that supports our entire Client Experience team. Your work will directly impact the success of our teams across Implementation, Customer Support, Client Success, Consulting, and Business Operations by enhancing employee skills, improving performance, and fostering a culture of continuous learning.
In this role, you will develop targeted coaching initiatives tailored to the unique needs of each team while ensuring consistency in training and professional development. You will work closely with team leaders, Quality Assurance (QA), Workforce Management (WFM), and Voice of the Customer (VoC) teams to analyze performance data and customer feedback, using these insights to refine coaching strategies.
Additionally, you will facilitate 1:1 coaching sessions, group training, and skill-building workshops while implementing measurable frameworks to track progress. Your goal is to empower employees at all levels with the knowledge, tools, and confidence they need to deliver an outstanding customer experience.
This is a high-impact role for someone who thrives in a dynamic environment, enjoys building programs from the ground up, and is passionate about professional development and customer excellence.
All activities must be in compliance with Equal Employment Opportunity laws, HIPAA, ERISA, PCI, and other applicable regulations.
Essential Functions
- Program Development & Execution: Design and implement coaching programs that enhance employee development, improve performance, and align with business objectives.
- Individual & Team Coaching: Conduct targeted coaching sessions to support skill-building, problem-solving, and professional growth.
- Performance Monitoring & Feedback: Develop a structured approach for assessing progress, providing feedback, and tracking key coaching metrics.
- Collaboration & Training: Partner with team leaders and Learning & Development to integrate coaching into onboarding, ongoing training, and career development initiatives.
- Data-Driven Insights: Use performance data, customer feedback, and quality assurance insights to continuously refine coaching strategies.
- Culture of Continuous Improvement: Foster a coaching culture that encourages knowledge sharing, mentorship, and professional excellence.
Minimum Requirements
- Experience: 5+ years in coaching, training, or professional development, preferably in a SaaS, customer experience, or healthcare environment.
- Coaching Expertise: Strong background in coaching methodologies, adult learning principles, and performance improvement strategies.
- Communication & Influence: Excellent facilitation, active listening, and interpersonal skills. Ability to provide constructive feedback that drives positive change.
- Analytical Mindset: Experience using data and insights to measure effectiveness and improve coaching programs.
- Tech-Savvy: Comfortable using coaching tools, learning management systems, and performance tracking platforms.
Working Environments/Physical Demand
- Remote
- General office setting—well-lit, air-conditioned workspace with moderate noise levels.
- Long-distance or air travel as needed (less than 10%).
- Significant work in front of a computer monitor—sitting for extended periods with some walking and standing.
Total Rewards
- Generous annual bonus opportunity
- 401(k) with Employer Match
- Flexible Time Off: take time off when you need it without worrying about available hours
- 10 paid holidays + 1 floating holiday
- Volunteer Time Off
- Insurance: Choice of Medical, Dental, and Vision plans
- Health Savings Account with employer match
- Flexible Spending Account
- 100% Company-Paid Parental leave
- 100% Company-Paid Life Insurance and Short/Long Term Disability Insurance
- Wellness Program including discounts on medical premiums
- Employee Assistance Program with free counseling sessions available
- Corporate Discounts on Retail, Travel, and Entertainment
- Pet Insurance options
