Enterprise Client Success Manager (B2B SaaS)

Prompt

3d•$90,000 - $120,000•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 an Enterprise Client Success Manager with personal ambitions to provide the optimal experience to our rehab therapy teams, ensuring their maximal success with Prompt. This role is an unprecedented opportunity to have an immense impact on our industry leading Customer Success Team that ranks 85 Net Promoter Score points higher than our competition (in other words, people love Prompt). We're looking for someone 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

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, with the ability to operate effectively through influence and collaboration rather than formal authority
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
Strong working knowledge of outpatient therapy front office workflows, including eligibility, scheduling, intake, and collections

Nice To Haves

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)
Own the enterprise onboarding and go-live experience, coordinating timelines, dependencies, readiness activities, and go-live support so transitioning practices launch smoothly and on schedule
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
Help enterprise clients balance standardization across their organization with appropriate brand or location level customization, guiding configuration and workflow decisions that scale
Monitor adoption trends and provider feedback across your accounts to identify gaps, risks, and expansion opportunities, then act on them proactively
Support client-side change management, partnering with their operational leaders to drive effective execution and adoption at the clinic level
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
Translate product usage and workflow data into clear insights and recommendations that help clients improve clinical and front-office performance
Maintain a deep understanding of our product offerings, including new functionality, releases, and enhancements, and lead thoughtful rollout and communication of relevant platform updates to your clients
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: sales, data team, EDI questions, billing related questions, product enhancements