About this role.
The Engagement Advisor, Professional Services, manages customer onboarding for physician-owned primary care practices using Elation’s cloud-based clinical platform. The role combines customer success, project management, relationship building, and cross-functional coordination with Data, Customer Success, Technical Implementation, Support, and Sales. The advisor owns onboarding outcomes, uses customer data to identify trends, and develops scalable engagement approaches. Candidates need 2–3 years of customer-facing success experience, project-management capability, polished communication, and an interest in healthcare. The position is US-remote and includes limited on-call coverage of two to three weekends annually.
Role DNA
A quick view of the complexity, pace, ownership and collaboration implied by the job description.
Job Complexity
4/5Pace & Pressure
4/5Autonomy Level
4/5Communication Load
5/5Salary analysis
Estimated compensation compared with the broader US market for similar roles.
Core skills
Skills and capabilities most closely associated with this opportunity.
Sample interview questions
I would establish a documented project plan for each customer, including owners, milestones, dependencies, risks, and communication cadence. I would prioritize work based on customer go-live impact and blockers, review progress regularly, and escalate risks early while keeping customers informed of any needed schedule adjustments.
I would first listen carefully to understand the underlying reason for the frustration, validate the impact on their practice, and clarify the desired outcome. I would then create a specific action plan with clear ownership and timelines, coordinate internal experts where needed, and follow up consistently until the issue is resolved.
I would review adoption, completion, support, and milestone data to identify common friction points and customer segments that need additional assistance. Based on those insights, I would create scalable interventions such as targeted outreach, training sessions, checklists, or proactive resources, then measure whether they improve time to onboarding completion and product adoption.
I align teams around shared customer outcomes, clarify handoffs and responsibilities, and communicate relevant context early. Regular status updates, respectful escalation, and a focus on solving the customer’s problem rather than assigning blame help create productive partnerships.
Primary care teams face significant administrative and operational pressure, and effective technology can give clinicians more time to focus on patients. I am motivated by the opportunity to combine customer advocacy and structured project execution in work that can contribute to better practice operations and patient care.
Our team is committed to enhancing physician and patient quality of life through Elation, a SaaS cloud-based clinical platform. Since inception, we’ve been focused on building a world-class technology solution that creates an experience of delight and ease for physicians, and that our users love.
We are seeking a mission-driven Engagement Advisor, Professional Services who must demonstrate a deep understanding of our cloud-based, clinical platform and have excellent relationship management skills. You’ll work directly with physician-owned primary care practices, helping them achieve their goals. The right candidate will have a desire to problem solve, effective customer interaction, attention to detail across multiple projects and a great attitude. This role will require meeting virtually with customers on a weekly basis. This is a remote-based position.
Responsibilities
- Manage simultaneous onboarding projects at one time, balancing priorities of business results, customer satisfaction, and technical quality. This includes collaborating and being an asset to multiple teams such as Data, Customer Success, Technical Implementation and Support to create a streamlined and cohesive approach that allows customers to get successfully onboarded.
- Proactively contact and virtually meet customers to manage a positive transition from the sales team by building strong relationships with Elation customers, actively seeking the “why” behind our customers’ asks to ensure we address their issues and meet their goals
- Develop and maintain positive business relationships with the Sales organization at all levels to facilitate sales growth and to ensure smooth and timely starts for the customer
- Proactively identify customer needs, challenges and expectations as well as seek out opportunities for process improvements internally.
- Own all project outcomes and delegate tasks on the project to team members, setting targets for milestones and adhering to deadlines; adjusting schedules and targets on projects as needed
- Use data and reports to identify trends within your customer base. Use this data to create scalable touchpoints and engagement that ensures your customers are successful in using the Elation platform to achieve their goals
- Collaborating with Customer Success and Support when indicated to problem solve for onboarding customers
- Required to be on-call 2-3 weekends per year for urgent customer support
- Demonstrate a passion for solving big, challenging problems in healthcare and working with primary care providers to lower cost and deliver better patient outcomes.
Qualifications
- Bachelor’s degree or equivalent experience
- 2-3 years of experience in a customer-facing success role
- Project management experience required
- Highly collaborative, organized, and execution-oriented with strong presentation skills
- Strong desire to build relationships with your customers and serve as an advisor of their onboarding process
- Exceptional written and oral communication skills that display professionalism
- Process-oriented mindset with a high level of attention to detail
- Ability to work with a large customer base and engage with your book of business by deploying strategic technology.
- Experience in healthcare or SaaS is a benefit. Interest in healthcare is required.
Salary: $90,000- $105,000 USD
Elation welcomes individuals from all backgrounds and walks of life. Elation is proud to be an Equal Opportunity Employer and is dedicated to creating and maintaining a diverse and inclusive work environment.
We are committed to equal opportunity for all employees and applicants, and value individuals with diverse perspectives including, but not limited to: race, color, religion, sex, sexual orientation, socioeconomic status, age, gender identity or gender expression, national origin, disability or veteran status.
Elation also complies with all applicable national, state and local laws governing nondiscrimination in employment as well as work authorization and employment eligibility verification requirements of the Immigration and Nationality Act and IRCA. We firmly believe a strong culture that supports a diverse and inclusive workforce allows us to achieve Elation’s mission of helping independent primary care thrive.
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