Client Expereince Manager at Prompt Health in Remote

Summary: Prompt Health is revolutionizing healthcare by delivering highly automated and modern software to rehab therapy businesses. They are seeking a Client Experience Manager to lead the way in assisting clients and ensuring the best possible support experience while contributing to the Client Success Team. 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 - Promote customer satisfaction and loyalty by understanding each customer’s unique (and evolving) needs, delivering value, and exceeding expectations in each support ticket - Learn, adopt, establish processes and workflows that allow the support team to run like a well oiled machine - Improve and advocate for customer experience by identifying opportunities to enhance our product and service features - Support engineering ticket creation, review and prioritization - Share user feedback to Product function and help them translate the feedback into features that customers find valuable - Regularly participate in the customer support queue to stay up-to-date with the Prompt software and tools, using these insights to enhance training programs Required Qualifications: - Experience as a Rehab Clinician, such as SLP, OT, PT, COTA, or PTA - Must have a highly analytical mindset and with superior ability to troubleshoot/test use cases and issues in software - Proactive, self-motivated and ability to use resources available to learn quickly and autonomously - 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 - Bachelor's degree with strong academic performance Preferred Qualifications: - Prefer 1-3 years of experience on a Support or CX Team - Prior startup and/or B2B SaaS technology organization experience - Proven ability to handle multiple projects, shift gears quickly, and meet deadlines while maintaining professional composure - Able to communicate effectively across teams - Understanding and learning software must be a passion of yours - Highly motivated to work in a fast paced, dynamic environment where you will need to work outside normal working hours at times - Be comfortable owning your own workload - Experience with Zendesk or similar customer support software - Knowledge of e-clinical systems and technologies (e.g. EMR, RTM, HEP, CRM, HIEs, etc) Required Skills: Rehab Clinician experience, Analytical mindset, MS Excel proficiency Important Skills: Customer support software, B2B SaaS experience Nice-to-Have Skills: Team communication, Exceptional communication, self-motivated, Project management Benefits: Competitive salaries, Remote/hybrid environment, Potential equity compensation for outstanding performance, Flexible PTO, Company-wide sponsored lunches, Company paid disability and life insurance benefits, Company paid family and medical leave, Medical, dental, and vision insurance benefits, Discounted pet insurance, FSA/DCA and commuter benefits, 401k, Complimentary subscription to digital fitness classes and wellness content, Recovery suite at HQ – includes a cold plunge, sauna, and shower