Associate Client Success Manager- SKI

About the role

This role is an unprecedented opportunity to have an immense impact on our industry-leading Customer Success Team that ranks 40 Net Promoter Score points higher than our competition. The expectation is that, after completing our comprehensive Client Success Employee Onboarding program (3–4 months), you will become a full Client Success Manager, ready for all CSM duties.

Responsibilities

• Build a strong relationship with 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 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 clients throughout their onboarding
• Lead question/answer webinars with clinical management and staff
• Work with the support team as tickets are escalated to provide specific workflows for clients and staff 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

• Must have experience in outpatient physical therapy clinics
• Very strong technical skills operating various software platforms
• Highly proficient in MS Excel
• Understanding and learning software must be a passion
• Clinical background and/or licensed rehab therapist
• Experience with EMR systems
• Possess strong written and verbal skills
• Be tech savvy and comfortable working in a live setting with various software
• Highly motivated to work in an extremely fast-paced environment where you will need to work outside normal working hours at times
• Prepared to grow very quickly into your role and take on greater responsibilities as the team and customer base grow

Preferred Qualifications

• Medical billing experience or education
• Previous SaaS experience

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
• Credits for online and in-person fitness classes/gym memberships
• Recovery suite at HQ – includes a cold plunge, sauna, and shower

Pay

$75K – $100K