Client Experience Manager Team Lead

Summary

Join Prompt, a rapidly growing healthcare software company, as a Client Experience Manager Team Lead! Oversee a team of Client and Billing Experience Managers, ensuring exceptional client support. Drive team performance, foster continuous improvement, and advocate for customer and team needs. Collaborate with other teams to streamline support processes and lead mass communications. This role offers an exciting opportunity to scale and enhance Prompt’s Client Experience Team. You will mentor and coach team members, analyze team metrics, and serve as an escalation point for complex customer issues. The position requires strong leadership, communication, and problem-solving skills within a fast-paced environment.

Requirements

• Must be highly proficient in both written and verbal communication skills
• Ability to lead team meetings in order to educate teammates regarding processes and the Prompt Product
• Able to communicate effectively across teams
• Understanding and learning software must be a passion of yours
• Highly motivated to work in a fast paced, dynamic environment where you will need to work outside normal working hours at times
• Proven ability to handle multiple projects, shift gears quickly, and meet deadlines while maintaining professional composure
• Comfort communicating to leadership for assistance when needed
• Prepared to grow very quickly into your role and take on greater responsibilities as needed
• Be comfortable owning your own workload
• Proficient skills in Word, Excel, PowerPoint, Google Workspace, Slack

Responsibilities

• Interview, Hire, and Onboard new Client and Billing Experience Managers
• Mentor and coach CXMs and BXMs, conduct regular 1:1s, performance reviews, and career development discussions with team members, and escalate personnel issues to leadership as needed
• Monitor and analyze team metrics (e.g., ticket resolution times, customer satisfaction scores) to identify areas for improvement and drive accountability
• Serve as an escalation point for complex customer inquiries or concerns, ensuring timely and effective resolutions
• Advocate for customer needs by identifying trends, challenges, and opportunities for improvement across the CS Team
• Assist in onboarding new CS Team members to ticketing processes and troubleshooting workflows; educate existing CS Team members regarding process changes and areas of the product that require additional team training
• Support the rollout of new features, tools, and processes, ensuring the team is prepared to assist customers effectively
• Collaborate with the Engineering and Product team related to ticketing trends and engineering tickets
• Lead mass communications to customers when needed including managing communications during service outages
• Oversee internal documentation efforts and delegate as needed related to ticketing processes
• Take on additional responsibilities as needed, demonstrating flexibility and a proactive approach to achieving team and company objectives

Preferred Qualifications

• 2-5 years of experience in the Rehabilitation Industry
• 1-3 years of experience leading a Support or CX Team

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