Associate Client Success Manager, Sidekick and Insight (B2B SaaS)

About the position Prompt is revolutionizing healthcare by delivering highly automated and modern software to rehab therapy businesses, the teams within, and the patients they serve. As the fastest growing company in the therapy EMR space and the new standard in healthcare technology, we’re looking to bring on an Associate Client Success Manager with personal ambitions to provide the optimal experience to our rehab therapy teams, ensuring their maximal success with Prompt. This role is an unprecedented opportunity to have an immense impact on our industry leading Customer Success Team that ranks 40 Net Promoter Score points higher than our competition (in other words, people love Prompt). We’re looking for someone scrappy, willing to bring new ideas, take on big challenges, and is into doubling down on what works. The expectation of this role is that once you complete our comprehensive Client Success Employee Onboarding program (3-4 months), you become a full Client Success Manager, ready for all CSM duties (listed below). We’re doing something special here and this role will be critical in taking Prompt to the next level. Our expectation of this very robust CS role is that, after your onboarding phase, you become a CSM and contribute to our customer base through providing training, working with clients after Go Live to ensure they are using the product optimally, and create a relationship with clients so you are able to sell the value-add of features that would benefit their business, staff, and patients. You will also play a role in providing support to our customers through our support channel. The ideal candidate has a background as a rehab therapist, has expertise in administrative and clinical workflows, is an excellent communicator and HIGHLY passionate about software. More on that below!

Responsibilities

• Build a strong relationship with your clients as a strategic and supportive partner
• Focus on building loyalty to ensure long-term client success by presenting product information, addressing customer issues and helping the teams implement Prompt Plus and other premium product offerings
• Develop and maintain a deep understanding of our product offerings to effectively respond to incoming customer inquiries across our single-channel support system
• Gain a strong understanding of the ins and outs of a therapy business in order to provide expertise to our clients throughout their onboarding
• Lead question/answer webinars with clinical management and staff
• Work with support team as tickets are escalated to you to provide specific workflows for clients, and work the support channel per team needs
• Work with Clients if they choose to downgrade or churn off products to save the client and help them understand the value of our products.
• Assist in the onboarding process of new clients
• Delegate questions to the Client Experience Team, Billing Success Team, and Customer Success team as appropriate
• Collaborate with team members and management in recommending and implementing improvement opportunities

Requirements

• Must have experience in outpatient physical therapy clinics
• Very strong technical skills operating various software platforms
• Highly Proficient in MS Excel
• Understanding and learning software must be a passion of yours
• Clinical background and/or licensed rehab therapist
• Experience with EMR Systems
• Possess strong written and verbal skills
• Be tech savvy and comfortable working in a live setting with various softwares
• Highly motivated to work in an extremely fast paced environment where you will need to work outside normal working hours at times
• Prepared to grow very quickly into your role and take on greater responsibilities as the team and customer base grow

Nice-to-haves

• Medical billing experience or education
• Previous SaaS experience

Benefits

• Competitive salaries
• Remote/hybrid environment
• Potential equity compensation for outstanding performance
• Flexible PTO
• Company-wide sponsored lunches
• Company paid disability and life insurance benefits
• Company paid family and medical leave
• Medical, dental, and vision insurance benefits
• Discounted pet insurance
• FSA/DCA and commuter benefits
• 401k
• Credits for online and in-person fitness classes/gym memberships
• Recovery suite at HQ – includes a cold plunge, sauna, and shower

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