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 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.

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 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

Preferred (Nice-to-have) Qualifications:

• Prefer 1-3 years of experience on a Support or CX Team

• Prior startup and/or B2B SaaS technology organization experience

• Proven ability to handle multiple projects, shift gears quickly, and meet deadlines while maintaining professional composure

• 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

• Be comfortable owning your own workload

• Experience with Zendesk or similar customer support software

• Knowledge of e-clinical systems and technologies (e.g. EMR, RTM, HEP, CRM, HIEs, etc)