Our expectation of this very robust CS role is that, after your onboarding phase, you become a CSM and contribute to our customer base through providing training, working with clients after Go Live to ensure they are using the product optimally, and create a relationship with clients so you are able to sell the value-add of features that would benefit their business, staff, and patients. You will also play a role in providing support to our customers through our support channel. The ideal candidate has a background as a rehab therapist, has expertise in administrative and clinical workflows, is an excellent communicator and HIGHLY passionate about software. More on that below!

Build a strong relationship with your clients as a strategic and supportive partner

Focus on building loyalty to ensure long-term client success by presenting product information, addressing customer issues and helping the teams implement Prompt Plus and other premium product offerings

Develop and maintain a deep understanding of our product offerings to effectively respond to incoming customer inquiries across our single-channel support system

Gain a strong understanding of the ins and outs of a therapy business in order to provide expertise to our clients throughout their onboarding

Lead question/answer webinars with clinical management and staff

Work with support team as tickets are escalated to you to provide specific workflows for clients, and work the support channel per team needs

Work with Clients if they choose to downgrade or churn off products to save the client and help them understand the value of our products.

Assist in the onboarding process of new clients

Delegate questions to the Client Experience Team, Billing Success Team, and Customer Success team as appropriate

Collaborate with team members and management in recommending and implementing improvement opportunities

Minimum Requirements:

Associate Client Success Manager- SKI

Responsibilities

Qualification

Required

Preferred

Benefits

Company

Prompt

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