Associate Client Success Manager (B2B SaaS)
Manages client success for rehab therapy businesses using B2B SaaS EMR software, providing training, support, onboarding, and upselling premium features post-go-live. Requires outpatient physical therapy clinic experience, clinical background, and strong technical/software passion.
About the job
Key Responsibilities
- 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
- Lead clients through what to expect from their data transfer so they have clear expectations of the data transfer process
- 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 of yours
- 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 softwares
- 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 (Nice-to-have) Qualifications
- Medical billing experience or education
- Previous SaaS experience
Perks
- 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
Skills
SaaS, Emr Systems, Ms Excel, Webinars, Customer Support, Medical Billing, Onboarding, Data Transfer, Customer Onboarding, Technical Support
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