Enterprise Client Success Manager

Summary

Join Prompt, a rapidly growing healthcare software company, as an Enterprise Client Success Manager. You will be responsible for driving customer satisfaction, retention, and expansion among our largest clients. Build strong relationships with senior leaders, providing best practices and guidance. Interact daily with C-suite executives, ensuring customer loyalty and maximizing software utilization. Develop and deliver client success reviews, and collaborate with cross-functional teams. This role requires a deep understanding of our product offerings and the therapy industry. You will be the main point of contact for our largest and most influential customers.

Requirements

• Highly motivated to work in an extremely fast paced role where you will need to work outside normal working hours to support your customers as appropriate. Take on a much higher level of client expectation of readily available, fast, and highly effective support at most times of the day/week
• Proficient in resolving customer concerns, addressing dissatisfied clients, and turning potentially negative interactions into positive ones
• Skilled at identifying customer needs and presenting beneficial upsell opportunities
• Ability to work independently with minimal supervision
• Ability to travel up to 20% for client meetings or events
• Exceptional communication and interpersonal skills, with a demonstrated ability to build and maintain relationships through all levels of an organization
• Ability to understand corporate structures, identify key decision makers, and build direct relationships with those individuals
• Negotiation and influencing skills
• A team player, growth oriented mindset
• Proficient in, or ability to learn business intelligence (BI) and advanced reporting software and capabilities
• Highly Proficient in MS Excel
• Very strong technical skills operating various software platforms, understanding and learning software must be a passion of yours
• Be tech savvy and comfortable working in a live setting with various softwares
• Clinical background and/or licensed rehab therapist experience in outpatient physical therapy clinics

Responsibilities

• All post-sales activities including onboarding, product training, technical support, account management, and consultative guidance (within reason)
• Build and nurture strong relationships with senior leaders, positioning yourself and the organization as a critical resource in achieving their strategic vision
• Earn the right to be a trusted advisor by providing best practices, value-added guidance, and empathetic listening
• Interact with C Suites of our largest clients on a daily basis
• Foster customer loyalty through presenting product information, addressing customer issues, and helping your customers implement and best utilize our complete product suite
• Be the main point of contact for Prompt’s largest most influential customers, with ownership over product utilization and customer expansion inclusive of converting live trials (enterprises engage in a trial period) to long-term customer contracts
• Develop and deliver both periodic and frequent client success reviews focusing on client performance and effectiveness, strategic insights, and actionable recommendations that drive best in class results
• Develop and maintain a deep understanding of our product offerings to effectively support, grow, and lead our enterprise customers
• Have a strong understanding of the therapy industry in order to provide expertise to our clients throughout their lifecycle
• Collaborate with team members and management in recommending and implementing improvement opportunities
• Facilitate and quarterback conversations to the correct Prompt teammates including but not limited to: data transfer questions, EDI questions, billing related questions, feature requests

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