Title: Customer Success Support Associate (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 a Customer Success Support Associate with personal ambitions to provide the optimal backend support to our CS organization and Vice President, preparing our team internally to continue to provide a best-in-class service experience.
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 scrappy, 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 environmental 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 everyday, but it does feel good :)
The Role:
Our expectation of this role is that you serve as a direct executive assistant to our CS Vice President and assist the entire team including our onboarding specialists with operational duties related to client success projects and processes and picking up anything that is needed from the team. This is an internal, non-client facing role. You will often liaise cross-functionally between sales, customer success, client experience, support, and the data transfer team for all things onboarding and implementation. The ideal candidate is someone who is extremely organized, is a clear, very strong communicator, loves organizing and tracking projects and is obsessive about taking on any task and any project and seeing it through to completion with absolute accuracy. More on that below!
Key Responsibilities:
(~5-20% of your day) Serve as an executive assistant to the Vice President/Founding Team Member
Schedule meetings and events with key clientele and internally
Assist in email prioritization
Inbox clean up
Email drafting
Organization
Note taking (as needed)
Providing assistance to management team members and executives as needed
Travel to in person sales and support meetings and conferences (~0-2 times per month)
(~80-95% of your day) Serve as a Support Associate to the CS Team
Provide general administrative support to the CS team
You will be challenged to learn Microsoft Excel at an in depth level to assist the team in reporting needs and help organize and maximize your efficiency
Leverage a Project Management software (Asana) to organize your work and help complete projects
Gain a strong understanding of the Prompt product and client onboarding processes
Ensure client onboarding projects are set up in a timely manner
Own all organizational tasks related to back end processes for client onboarding.including:
Management of CRM
Assisting with client data transfer organization and communication
Onboarding slide decks
Onboarding project
Managing questions directed at onboarding team
Updating email templates
Coordinating client onboarding meetings
Other onboarding processes as they come up
Tracking Onboarding KPIs and data
Process Documentation
Collaborate with team members and management in recommending and implementing improvement opportunities
Identify areas of process improvement for client onboarding operations
Able to pivot quickly with changes to processes
Minimum Requirements:
Background and/or degree in physical, occupational, speech therapy industry
Proficient in a project management software
Highly organized and motivated by individual work and organizational tasks
Proactive, self-motivated and self-directed, with the ability to learn quickly and autonomously
Infrequency weekend availability as needed for customers who are going through a data transfer
Exceptional verbal and written communication skills
Comfortable holding people accountable and conveying the importance of project requirements to colleagues
Preferred (Nice-to-have) Qualifications:
Technical software skills/education
Project management skills/education
At least 1 year of experience in B2B SaaS implementation/onboarding/project manager or other similar field
Perks - What you can expect:
Competitive salaries
Remote environment
Potential equity compensation for outstanding performance
401k
Health Insurance Benefits
Generous PTO
Company-wide sponsored lunches
Here at Prompt, we are committed to fostering a fair and respectful work environment. As part of this commitment, it is our policy not to hire individuals from Prompt Customers unless they have obtained their current employer's explicit consent. We believe in upholding strong professional relationships and respecting the agreements and commitments our customers have with their employees. We appreciate your understanding and cooperation regarding this policy. If you have any questions or concerns, please don't hesitate to reach out to our People Department.
Prompt Therapy Solutions, Inc is an equal opportunity employer, indiscriminate of race, color, religion, ethnicity, ancestry, national origin, sex, gender, gender identity, sexual orientation, age, marital status, veteran status, disability, medical condition, or any other protected characteristic. We celebrate diversity and are committed to creating an inclusive environment for all employees.
