Client Experience Manager
Supports B2B SaaS healthcare clients through chat and email, improves support workflows and knowledge resources, and translates customer feedback into product improvements. Requires rehab-clinician experience, strong troubleshooting and communication skills, and a bachelor's degree.
About the job
Responsibilities
- Develop and maintain deep knowledge of the product to respond effectively to customer inquiries through chat and email support.
- Champion customers by providing ongoing assistance through the help desk platform and helping resolve inquiries.
- Support development and maintenance of internal and external knowledge bases.
- Promote customer satisfaction and loyalty by understanding customer needs, delivering value, and exceeding expectations.
- Establish and improve support-team processes and workflows.
- Identify opportunities to improve product and service features and advocate for customer experience.
- Create, review, and prioritize engineering tickets.
- Share user feedback with Product and help translate it into valuable features.
- Participate regularly in the customer support queue to maintain product expertise and inform training programs.
Requirements
- Experience as a rehab clinician, such as SLP, OT, PT, COTA, or PTA.
- Highly analytical mindset with strong ability to troubleshoot and test software use cases and issues.
- Proactive, self-motivated, adaptable, and able to learn autonomously.
- Comfortable working in a fast-paced environment, including occasional work beyond standard hours.
- Highly proficient in Microsoft Excel.
- Excellent written and verbal communication skills.
- Bachelor's degree with strong academic performance.
Nice-to-haves
- 1–3 years of experience on a Support or Client Experience team.
- Experience at a startup or B2B SaaS technology company.
- Ability to manage multiple projects, shift priorities, meet deadlines, and communicate across teams.
- Passion for learning software and technology.
- Experience with Zendesk or similar customer support software.
- Knowledge of electronic clinical systems and technologies, including EMR, RTM, HEP, CRM, and HIEs.
- Comfort owning workload and working independently.
Compensation and Benefits
- Salary: $65,000–$90,000 annually.
- Potential equity compensation for outstanding performance.
- Flexible paid time off.
- Disability and life insurance.
- Family and medical leave.
- Medical, dental, and vision insurance.
- Discounted pet insurance.
- FSA/DCA and commuter benefits.
- 401(k).
Skills
Excel, Zendesk, Customer Support, Troubleshooting, B2B SaaS, Knowledge Base Management, Help Desk Software, Emr, CRM, Rtm
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