Prompt Therapy Solutions, Inc. is looking for a Client Experience Manager to lead the way in providing exceptional support via chat and email. You will assist with processes that deliver the best possible customer experience and establish yourself as a key contributor within 6 months.
What You'll Do
- Develop and maintain a deep understanding of our product to effectively respond to customer inquiries.
- Be each customer’s champion by providing ongoing support via our help desk platform.
- Support development and updates of the internal and external knowledge base.
- Promote customer satisfaction by understanding unique needs and exceeding expectations.
- Learn, adopt, and establish processes to help the support team run efficiently.
- Improve customer experience by identifying opportunities to enhance our product and service.
- Support engineering ticket creation, review, and prioritization.
- Share user feedback with the Product function to help translate it into valuable features.
- Regularly participate in the support queue to stay up-to-date with our software and tools.
What We're Looking For
- Experience as a Rehab Clinician, such as SLP, OT, PT, COTA, or PTA.
- A highly analytical mindset with superior ability to troubleshoot and test software use cases.
- Proactive, self-motivated, and able to learn quickly and autonomously.
- Experience 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 Have
- 3+ years in customer-facing functions like customer success, software onboarding, solutions engineering, user training, or account management.
- Prior startup and/or B2B SaaS technology organization experience.
- Experience in clinical development or medical billing operations (clinical operations, data management, biostatistics, medical monitoring, RCM, etc.).
- Experience with Zendesk or similar customer support software.
- Knowledge of e-clinical systems and technologies (e.g., EMR, RTM, HEP, CRM, HIEs).
Technical Stack
- MS Excel
- Zendesk or similar customer support software
- E-clinical systems and technologies (e.g., EMR, RTM, HEP, CRM, HIEs)
Team & Environment
You will be part of our Client Success Team, working with talented individuals to solve complex problems in healthcare.
Benefits & Compensation
- Competitive salaries
- Remote/hybrid environment
- Potential equity compensation for outstanding performance
- Flexible PTO
- Company-wide sponsored lunches
- Company paid disability and life insurance
- Company paid family and medical leave
- Medical, dental, and vision insurance
- Discounted pet insurance
- FSA/DCA and commuter benefits
- 401k
- Credits for online and in-person fitness classes/gym memberships
- Recovery suite at HQ with a cold plunge, sauna, and shower
Work Mode
This is a hybrid position.
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.
