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Customer Experience Manager šŸ”„


Customer 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 Customer Experience Manager with personal ambitions to build and lead a Customer Experience team in the near future.

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 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 ourĀ clients via our chat/email support channelĀ and quickly establish yourself as the Head of the CX position within 6-12 months of your start date.Ā  To do this, you'll need to know a few thingsā€¦

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
  • Compile and analyze customer support metrics (types of inquiries, response times, time-to-resolution, etc.) and feedback to ensure customers are receiving the timely and effective follow-through they need
  • Share user feedback to Product function and help them translate the feedback into features that customers find valuable
  • Promote customer satisfaction and loyalty by understanding each customer's unique (and evolving) needs, delivering value, and exceeding expectations
  • Improve and advocate for customer experience by identifying opportunities to enhance our product and service features
  • Serve as the team lead for support engineering ticket creation, review and prioritization

Minimum Requirements

  • 3+ years of relevant experience in customer-facing functions, such as customer success, software onboarding or implementation, solutions engineer, user training, and/or account management
  • Must have a highly analytical mindset and with superior ability to troubleshoot/test use cases and issues in software
  • Proactive, self-motivated and self-directed, with the ability to learn quickly and autonomously
  • A strong background in Software, analytics, and reporting
  • The ability to thrive in a fast-paced, flexible environment
  • Highly Proficient in MS Excel
  • Exceptional written and verbal communication skills
  • Bachelor's degree with strong academic performance

Preferred (Nice-to-have) Qualifications

  • Prior startup and/or B2B SaaS technology organization experience
  • Experience in any function of clinical development or medical billing operations (clinical operations, data management, biostatistics, system management, information management, medical monitoring, RCM follow up, claim review and submission, etc.)
  • Experience with Zendesk or similar customer support software
  • Experience with healthcare data/systems, ideally clinical/operational clinical trial data/systems
  • Knowledge of e-clinical systems and technologies (e.g. EMR, RTM, HEP, CRM, HIEs, etc)

Perks - What you can expect:

  • Competitive salaries
  • Remote environment
  • Potential equity compensation for outstanding performance
  • 401k
  • Health Insurance Benefits
  • Generous PTO
  • Company-wide sponsored lunches

Prompt Therapy Solutions, Inc is an equal opportunity employer, indiscriminate of race, color, religion, ethnicity, ancestry, national origin, sex, gender, gender identity, sexual orientation, age, marital status, veteran status, disability, medical condition, or any other protected characteristic. We celebrate diversity and are committed to creating an inclusive environment for all employees.

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