Success Manager

About the role

WebPT is seeking a Success Manager to help outpatient rehab therapy practices achieve their strategic business goals and maximize the value of WebPT's product suite.

Responsibilities

• Create and maintain raving fans throughout your book of business
• Serve as the main point of contact for Members and own all aspects of the relationship
• Retain and grow your book of business
• Track and closely monitor account health: concerns expressed via NPS surveys, proactively identify risk and initiate the necessary action plans to prevent churn
• Provide input to the Training team to ensure that curriculum and application notes help Members understand actions they need to take to ensure ongoing value as our products and the industry evolve
• Deliver a proactive client engagement experience for the Members you serve
• Plan for and conduct on and off-site Executive Business Reviews with Members to drive strategy and partnership
• Proactively manage accounts with multiple product lines
• Serve as an agent of change internally and externally, always pushing toward greater performance and outcomes individually, as a team, and as an organization
• Absorb and assist Members in navigating the correct support paths
• Create and maintain strategic success plans for Member accounts outlining proactive objectives and activities adhering to appropriate cadences and deadlines
• Identify upsell and cross-sell opportunities and facilitate handoff to the Sales Team to close
• Identify areas for improvement, not only in our products and services, but also in the Member Success function
• Create and maintain open lines of communication with relevant stakeholders in Sales, Marketing, Product and Engineering to deliver a world-class Member experience
• Maintain strict confidentiality and compliance, adhering to all HIPAA regulations
• Perform other duties, as assigned

Requirements

• Able & willing to travel 25% - 30% of the time to meet with Members
• 2 years of Customer Success Management experience or a combination of outpatient clinic or other account management type experience
• Exceptional communication, account management, project management, and problem-solving skills
• Innovative and creative with an eye for process improvement and program development
• Analytical and logical ability to understand business analytics and workflows, and how they map to base application functionality
• Planning and coordination of activities across many different levels within, and across internal and external teams
• Empathy for our customers, while protecting the interest of our company and its assets
• Organized and systematic, with great attention to detail
• Simultaneous management of many complex projects within a book of business
• Quick learner of medical terminology and practices and able to communicate those to others
• Excellent ability to organize, process and interpret data analytics and KPIs
• Proven ability to provide clear, actionable recommendations for improvement based on the resulting data
• Excellent ability to perform with a professional demeanor while utilizing sound judgement and time management skills
• Professional attitude with a proven ability to navigate intense situations under pressure when they arise
• Work well autonomously while being a highly contributing member of the team, delivering results beyond expectations
• Proven ability to work with, connect to, and influence people internally and externally
• Strong writer and speaker: documents, presentations, webinars, and events
• Support Development/QA, SysOps, Onboarding, and other departments

Qualifications

• Successful track record working with online SaaS products and services
• Understanding of operations and day to day processes and procedures of typical SaaS environments
• Bachelor's Degree (BA/BS)
• Experience in business operations
• Experience in the medical field, ideally physical therapy and/or billing

Benefits

Our initial hiring range for this position is: $70,000 - $80,000 as well as eligibility for variable compensation.