Client Experience Manager

Prompt

2d•$65,000 - $90,000•Hybrid

About The Position

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.

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

Nice To Haves

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)

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.