Client Experience Manager - Full-Time (Evenings/Overnight Shift, Flexible Schedule) (B2B SaaS)

Prompt

1d•$65,000 - $95,000•Remote

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 an Evening Client Experience Manager to help ensure smooth software releases and exceptional client support coverage during high-impact periods. This role is an unprecedented opportunity to have an immense impact on our industry leading Client Success Team that ranks 85 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
Highly analytical mindset and with superior ability to troubleshoot/test use cases and issues in software
Proactive, self-motivated, and resourceful learner capable of working independently with limited oversight.
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
Availability for required evening hours

Nice To Haves

1-3 years of experience on a Support or CX Team
Prior startup and/or B2B SaaS organization experience.
Knowledge of e-clinical systems and technologies (e.g. EMR, RTM, HEP, CRM, HIEs, etc)
Comfort handling cross-functional communication with Engineering and Product teams.
Technically proficient with foundational device and network troubleshooting
Proven ability to handle multiple projects, shift gears quickly, and meet deadlines while maintaining professional composure
Experience with Zendesk or similar customer support software

Responsibilities

Provide customers with evening/overnight support via our email support channel, particularly during biweekly release cycles.
Handle incoming tickets, investigate reported issues, identify trends, and collaborate with engineering to log, prioritize, and communicate about issues effectively.
Act as the bridge between customer experience and product stability, ensuring a seamless experience for clinics even during fast-moving release windows.
Develop and maintain a deep understanding of our product offerings to effectively respond to incoming customer inquiries across our single-channel support system.
Provide evening/overnight support coverage via our email support channel, ensuring timely and accurate handling of all customer inquiries and release-related issues.
Work primarily within the clinical side of the platform while maintaining a working knowledge of billing modules to identify, document, and escalate release-related billing issues.
Troubleshoot software issues, gather detailed replication steps, and write clear, actionable engineering tickets; collaborate with engineering to prioritize and monitor resolutions.
Proactively identify and escalate urgent issues that impact production environments or multiple customers.
Contribute to internal process improvements and knowledge base updates to enhance support efficiency and scalability.
Promote customer satisfaction and advocate for an exceptional experience by understanding each customer’s unique needs, delivering value in every interaction, and identifying opportunities to enhance our product and service features.
Take on tasks beyond defined job responsibilities as needed, demonstrating adaptability and a willingness to contribute to broader team goals.
Collaborate closely with the rest of the CX team to ensure seamless transition of evening activity and follow-ups.