Client Onboarding & Support Specialist

Our Client, Carrot, is growing again! About Us Carrot, formerly Virtual Field, is a next‑generation visual diagnostics platform that delivers clinically validated perimetry and functional vision testing without the limitations of legacy equipment. Carrot transforms eye care diagnostics with portable, automated exams that improve efficiency, accuracy, and patient comfort. From visual fields to color vision, ocular motility, and pupillometry, every test is clinically validated and tied to five billable CPT codes. The result: faster ROI, confident clinicians, and seamless care. Role Overview We’re seeking a proactive and customer-focused Onboarding & Support Specialist to join our expanding Customer Success team. In this role, you’ll guide new practices through onboarding and training, ensure seamless adoption of the Carrot platform, and serve as a first-line contact for technical support. This position is ideal for someone who thrives in a fast-paced, customer-centric environment and enjoys helping clinicians and staff succeed with innovative healthcare technology and loves traveling around the country to do so. What You'll Do Lead virtual onboarding sessions and product trainings for new customers Serve as the primary point of contact for support tickets, troubleshooting, and technical questions Partner closely with Account Management to ensure customers achieve full “healthy” status after onboarding Document and track customer interactions in our CRM (Salesforce/HubSpot) Experience in support ticketing via Zendesk & Dialpad is a bonus Identify and escalate recurring product or workflow issues to the Product and Engineering teams Support conference and on-site training events as needed (50-75% travel required) Contribute to internal documentation, training materials, and support processes to improve team efficiency What You'll Bring 2–3 years of experience in onboarding, training, or customer support, ideally with technology, and bonus if you've worked as a practice manager Experience in the eyecare industry (optometry or ophthalmology) strongly preferred Excellent communication and presentation skills—comfortable leading virtual trainings and customer calls Tech-savvy and organized; able to manage multiple onboarding projects simultaneously Passionate about delivering exceptional customer experiences and driving adoption of new technology Willingness to travel 50-75% of the time for customer meetings and conferences Resides in or willing to work CST or PST hours consistently What We Offer Target total compensation: $60k - $70k (base salary + quarterly performance commissions) Health, dental, and vision benefits 401(k) plan with company match Unlimited PTO Remote work flexibility