Associate Client Success Manager, Sidekick and Insight (B2B SaaS)

📋 Description

• • Prompt is at the forefront of revolutionizing the healthcare industry, specifically within rehab therapy businesses, by providing highly automated and modern software solutions. As the fastest-growing company in the therapy Electronic Medical Record (EMR) space and establishing ourselves as the new standard in healthcare technology, we are seeking a motivated and ambitious Associate Client Success Manager to join our industry-leading Customer Success Team. This role offers an exceptional opportunity to significantly impact our mission and contribute to a team renowned for its high customer satisfaction, boasting a Net Promoter Score (NPS) 40 points higher than competitors. We are looking for an individual who is resourceful, eager to introduce innovative ideas, embraces significant challenges, and is dedicated to amplifying successful strategies.
• • Upon successful completion of our comprehensive 3-4 month Client Success Employee Onboarding program, the expectation is that you will transition into a full Client Success Manager role, equipped to handle all core CSM responsibilities. This role is pivotal in our journey to elevate Prompt to the next level, addressing complex and unique problems that have historically challenged the healthcare sector. You will be part of a team comprised of exceptionally talented and proven individuals who have united to build what we believe is the greatest software for rehab therapists on the planet.
• • Prompt fosters a work environment that values smart work over hard work. While we understand that long hours may be necessary during critical periods, you will have ownership over your workload. Our mission extends beyond technological advancement; we are committed to making a positive impact by enabling outpatient rehab organizations to treat more patients, deliver superior care, and reduce environmental waste. By digitizing a traditionally paper-heavy industry, we aim to decrease reliance on surgery and narcotic-based pain treatments, contributing to a healthier future.
• • In this robust Client Success role, your primary focus will be on ensuring our clients achieve maximum success with Prompt. This involves providing comprehensive training, working closely with clients post-Go Live to optimize their use of the product, and cultivating strong relationships. You will proactively identify and present the value of additional features that can benefit their business operations, staff efficiency, and patient outcomes. Furthermore, you will play a crucial role in supporting our customers through our integrated, single-channel support system.
• • The ideal candidate possesses a background as a rehab therapist, deep expertise in administrative and clinical workflows, exceptional communication skills, and a profound passion for software technology. Your responsibilities will include:
• • Cultivating strong, trusted partnerships with your assigned clients, acting as a strategic and supportive advisor.
• • Driving client loyalty and ensuring long-term success by effectively presenting product information, resolving customer issues, and guiding teams in the implementation of Prompt Plus and other premium product offerings.
• • Developing and maintaining an in-depth understanding of Prompt's entire product suite to expertly address incoming customer inquiries through our unified support channel.
• • Acquiring a thorough comprehension of the intricacies of a therapy business to provide expert guidance to clients throughout their onboarding journey.
• • Leading engaging question-and-answer webinars tailored for clinical management and staff.
• • Collaborating with the support team to manage escalated tickets, providing specific workflow solutions for clients and contributing to the overall support channel as needed.
• • Engaging with clients who are considering downgrading or churning, with the goal of retaining them by reinforcing the value and benefits of Prompt's products.
• • Assisting in the seamless onboarding process for new clients, ensuring a smooth transition and early success.
• • Appropriately delegating inquiries to the Client Experience Team, Billing Success Team, and Customer Success Team to ensure specialized support.
• • Actively participating in team meetings and collaborating with management to recommend and implement continuous improvement opportunities within the Customer Success department.