Client Experience Manager

Summary

Join Prompt, a rapidly growing healthcare software company, as their Client Experience Manager and help build their Client Success Team. This role offers a unique opportunity to significantly impact the company's success. You will lead client support via chat and email, champion customer needs, and improve support processes. You will also contribute to knowledge base development, enhance product features based on customer feedback, and support engineering ticket management. The ideal candidate possesses experience as a rehab clinician and strong analytical and communication skills. Prompt offers a dynamic and supportive work environment with various benefits.

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 software
• Proactive, self-motivated and ability to use resources available to learn quickly and autonomously
• Experienced in thriving within dynamic work settings that demand adaptability and efficiency
• Ready to embrace a fast-paced environment, with occasional requirements to work beyond standard hours
• Highly Proficient in MS Excel
• Exceptional written and verbal communication skills
• Bachelor's degree with strong academic performance

Responsibilities

• Develop and maintain a deep understanding of our product offerings to effectively respond to incoming customer inquiries across our single-channel support system
• Be each customer’s champion by providing ongoing support via our help desk platform helping them find solutions to their inquiries
• Support development and update of the internal and external knowledge base to help scale our help desk support
• Promote customer satisfaction and loyalty by understanding each customer’s unique (and evolving) needs, delivering value, and exceeding expectations in each support ticket
• Learn, adopt, establish processes and workflows that allow the support team to run like a well oiled machine
• Improve and advocate for customer experience by identifying opportunities to enhance our product and service features
• Support engineering ticket creation, review and prioritization
• Share user feedback to Product function and help them translate the feedback into features that customers find valuable
• Regularly participate in the customer support queue to stay up-to-date with the Prompt software and tools, using these insights to enhance training programs

Preferred 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 management
• Prior startup and/or B2B SaaS technology organization experience
• Experience 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 software
• Knowledge of e-clinical systems and technologies (e.g. EMR, RTM, HEP, CRM, HIEs, etc)

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