Client Experience Manager (B2B SaaS)

Job Title: Client Experience Manager (B2B SaaS)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 a Client Experience Manager with personal ambitions to help build a Client Experience team.This role is an unprecedented opportunity to have an immense impact on our industry leading Client 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.We’re doing something special here and this role will be critical in taking Prompt to the next level.Why work for Prompt?BIG Challenges: Here at Prompt, we are solving complex and unique problems that have plagued the healthcare industry since the dawn of time.Talented People: Prompt didn't happen by chance, it's a team of incredibly talented and proven individuals who all made their mark before joining forces to build the greatest software on the planet for rehab therapists.Healthy Approach: This isn't an investment bank, we work long hours when it's needed, but at Prompt you own your workload and the entire organization takes a liking to smart work (over hard work).Positive Impact: Prompt helps outpatient rehab organizations treat more patients and deliver better care with less environmental waste. That means less surgery and less narcotic-based pain treatment, all while turning a paper-heavy industry digital. We aren't enthralled with patting ourselves on the back everyday, but it does feel good :)The Role:Our expectation of this role is that you lead the way in assisting our clients via our chat/email support channel and assist with processes that give customers the best possible support experience. You’ll quickly establish yourself as a key contributor within 6 months. To do this, you’ll need to know a few things…Key Responsibilities:Develop and maintain a deep understanding of our product offerings to effectively respond to incoming customer inquiries across our single-channel support systemBe each customer’s champion by providing ongoing support via our help desk platform helping them find solutions to their inquiriesSupport development and update of the internal and external knowledge base to help scale our help desk supportPromote customer satisfaction and loyalty by understanding each customer’s unique (and evolving) needs, delivering value, and exceeding expectations in each support ticketLearn, adopt, establish processes and workflows that allow the support team to run like a well oiled machineImprove and advocate for customer experience by identifying opportunities to enhance our product and service featuresSupport engineering ticket creation, review and prioritizationShare user feedback to Product function and help them translate the feedback into features that customers find valuableRegularly participate in the customer support queue to stay up-to-date with the Prompt software and tools, using these insights to enhance training programs.Minimum Requirements:Experience as a Rehab Clinician, such as SLP, OT, PT, COTA, or PTA Must have a highly analytical mindset and with superior ability to troubleshoot/test use cases and issues in softwareProactive, self-motivated and ability to use resources available to learn quickly and autonomouslyExperienced in thriving within dynamic work settings that demand adaptability and efficiencyReady to embrace a fast-paced environment, with occasional requirements to work beyond standard hoursHighly Proficient in MS ExcelExceptional written and verbal communication skillsBachelor's degree with strong academic performancePreferred (Nice-to-have) Qualifications:3+ years of relevant experience in customer-facing functions, such as customer success, software onboarding or implementation, solutions engineer, user training, and/or account managementPrior startup and/or B2B SaaS technology organization experienceExperience in any function of clinical development or medical billing operations (clinical operations, data management, biostatistics, system management, information management, medical monitoring, RCM follow up, claim review and submission, etc.)Experience with Zendesk or similar customer support softwareKnowledge of e-clinical systems and technologies (e.g. EMR, RTM, HEP, CRM, HIEs, etc)Perks - What you can expect:Competitive salariesRemote/hybrid environmentPotential equity compensation for outstanding performanceFlexible PTOCompany-wide sponsored lunchesCompany paid disability and life insurance benefitsCompany paid family and medical leaveMedical, dental, and vision insurance benefitsDiscounted pet insuranceFSA/DCA and commuter benefits401kCredits for online and in-person fitness classes/gym membershipsRecovery suite at HQ – includes a cold plunge, sauna, and showerHere at Prompt, we are committed to fostering a fair and respectful work environment. As part of this commitment, it is our policy not to hire individuals from Prompt Customers unless they have obtained their current employer's explicit consent. We believe in upholding strong professional relationships and respecting the agreements and commitments our customers have with their employees. We appreciate your understanding and cooperation regarding this policy. If you have any questions or concerns, please don't hesitate to reach out to our People Department.Prompt Therapy Solutions, Inc is an equal opportunity employer, indiscriminate of race, color, religion, ethnicity, ancestry, national origin, sex, gender, gender identity, sexual orientation, age, marital status, veteran status, disability, medical condition, or any other protected characteristic. We celebrate diversity and are committed to creating an inclusive environment for all employees.Prompt Therapy Solutions, Inc is an E-Verify Employer.

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