Senior Specialist, Customer Care Accounts

Position Summary
The Sr. Specialist, Customer Care Accounts plays a dual role in customer support and revenue expansion across CAQH’s mid-market account book of business. This position is responsible for delivering high-quality customer service while also identifying growth opportunities, product adoption signals, and qualified leads that support retention, upselling, and cross-selling efforts. Serving as the trusted point of contact, this role engages directly with health plans, providers, and partners to resolve issues, strengthen relationships, and proactively surface opportunities to expand usage of CAQH solutions. Success in this role requires a commercial mindset, strong communication skills and the ability to translate customer interactions into actionable insights for Account Management and Sales teams.

The Sr. Specialist, Customer Care Accounts is a full-time, remote, exempt position and reports to the VP, Account Management.

Specific Responsibilities

• Serve as the primary point of contact for assigned mid-market account customers, delivering responsive, personalized support.

• Build trusted relationships through consistent engagement and deep understanding of customer workflows, business needs, and use cases.

• Resolve client inquiries and issues efficiently while maintaining high customer satisfaction and retention.

• Proactively identify expansion, upsell, and cross-sell opportunities during customer interactions.

• Recognize product adoption gaps, growth signals, and readiness indicators within the mid-market account portfolio.

• Partner closely with Sales teams to transition qualified opportunities and support deal progression.

• Document insights, and customer intelligence accurately in CRM system.