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Job Title: Enterprise Client Success Manager (B2B SaaS)Prompt is revolutionizing healthcare by delivering highly automated and modern software to rehab therapy businesses, the teams within, and the patients they serve. As the fastest growing company in the therapy EMR space and the new standard in healthcare technology, we're looking to bring on an Enterprise Client Success Manager with personal ambitions to provide the optimal experience to our rehab therapy teams, ensuring their maximal success with Prompt.This role is an unprecedented opportunity to have an immense impact on our industry leading Customer Success Team that ranks 85 Net Promoter Score points higher than our competition (in other words, people love Prompt). We're looking for someone willing to bring new ideas, take on big challenges, and is into doubling down on what works.We're doing something special here and this role will be critical in taking Prompt to the next level.Why work for Prompt?BIG Challenges: Here at Prompt, we are solving complex and unique problems that have plagued the healthcare industry since the dawn of time.Talented People: Prompt didn't happen by chance, it's a team of incredibly talented and proven individuals who all made their mark before joining forces to build the greatest software on the planet for rehab therapists.Healthy Approach: This isn't an investment bank, we work long hours when it's needed, but at Prompt you own your workload and the entire organization takes a liking to smart work (over hard work).Positive Impact: Prompt helps outpatient rehab organizations treat more patients and deliver better care with less waste. That means less surgery and less narcotic-based pain treatment, all while turning a paper-heavy industry digital. We aren't enthralled with patting ourselves on the back every day, but it does feel good :)The RoleAs an Enterprise Client Success Manager, you will be responsible for driving customer satisfaction, retention, and expansion among our largest customers. You will achieve this by building strong, long-term relationships and by ensuring Prompt consistently delivers exceptional customer value and increased product adoption. This role requires close collaboration with cross-functional teams to support the overall growth and success of your assigned accounts. You must be a Prompt platform expert, enabling you to guide your clients from onboarding to renewal and ensure they receive a world-class experience while maximizing their software investment.Key ResponsibilitiesAll post-sales activities including onboarding, product training, technical support, account management, and consultative guidance (within reason)Own the enterprise onboarding and go-live experience, coordinating timelines, dependencies, readiness activities, and go-live support so transitioning practices launch smoothly and on scheduleBuild and nurture strong relationships with senior leaders, positioning yourself and the organization as a critical resource in achieving their strategic visionEarn the right to be a trusted advisor by providing best practices, value-added guidance, and empathetic listeningInteract with C Suites of our largest clients on a daily basisFoster customer loyalty through presenting product information, addressing customer issues, and helping your customers implement and best utilize our complete product suiteBe the main point of contact for Prompt's largest, most influential customers with ownership over product utilization and customer expansion inclusive of converting live trials (enterprises engage in a trial period) to long-term customer contractsHelp enterprise clients balance standardization across their organization with appropriate brand or location level customization, guiding configuration and workflow decisions that scaleMonitor adoption trends and provider feedback across your accounts to identify gaps, risks, and expansion opportunities, then act on them proactivelySupport client-side change management, partnering with their operational leaders to drive effective execution and adoption at the clinic levelDevelop and deliver both periodic and frequent client success reviews focusing on client performance and effectiveness, strategic insights, and actionable recommendations that drive best in class resultsTranslate product usage and workflow data into clear insights and recommendations that help clients improve clinical and front-office performanceMaintain a deep understanding of our product offerings, including new functionality, releases, and enhancements, and lead thoughtful rollout and communication of relevant platform updates to your clientsHave a strong understanding of the therapy industry in order to provide expertise to our clients throughout their lifecycleCollaborate with team members and management in recommending and implementing improvement opportunitiesFacilitate and quarterback conversations to the correct Prompt teammates including but not limited to: sales, data team, EDI questions, billing related questions, product enhancementsMinimum RequirementsHighly motivated to work in an extremely fast paced role where you will need to work outside normal working hours to support your customers as appropriate. Take on a much higher level of client expectation of readily available, fast, and highly effective support at most times of the day/weekProficient in resolving customer concerns, addressing dissatisfied clients, and turning potentially negative interactions into positive onesSkilled at identifying customer needs and presenting beneficial upsell opportunitiesAbility to work independently with minimal supervisionAbility to travel up to 20% for client meetings or eventsExceptional communication and interpersonal skills, with a demonstrated ability to build and maintain relationships through all levels of an organizationAbility to understand corporate structures, identify key decision makers, and build direct relationships with those individualsNegotiation and influencing skills, with the ability to operate effectively through influence and collaboration rather than formal authorityA team player, growth-oriented mindsetProficient in, or ability to learn business intelligence (BI) and advanced reporting software and capabilitiesHighly Proficient in MS ExcelVery strong technical skills operating various software patforms, understanding and learning software must be a passion of yoursBe tech savvy and comfortable working in a live setting with various softwaresStrong working knowledge of outpatient therapy front office workflows, including eligibility, scheduling, intake, and collectionsPreferred: Clinical background and/or licensed rehab therapist experience in outpatient physical therapy clinicsCore CompetenciesOperationally-minded systems thinker with strong execution skillsCollaborative partner who leads through influence and relationships rather than authorityOrganized, adaptable, and resilient in a fast-paced, multi-account environmentProvider-first mindset aligned with helping clients deliver better patient careContinuous improvement orientation with a strong bias toward practical solutionsPerks - What you can expect:Competitive salariesRemote/hybrid environmentPotential equity compensation for outstanding performanceFlexible PTOCompany-wide sponsored lunchesCompany paid disability and life insurance benefitsCompany paid family and medical leaveMedical, dental, and vision insurance benefitsDiscounted pet insuranceFSA/DCA and commuter benefits401kComplimentary subscription to digital fitness classes and wellness contentRecovery suite at HQ – includes a cold plunge, sauna, and shower
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