Enterprise Client Success Manager (B2B SaaS)

About this role

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 Role

As 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 Responsibilities

- All 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 schedule

- Build and nurture strong relationships with senior leaders, positioning yourself and the organization as a critical resource in achieving their strategic vision

- Earn the right to be a trusted advisor by providing best practices, value-added guidance, and empathetic listening

- Interact with C Suites of our largest clients on a daily basis

- Foster customer loyalty through presenting product information, addressing customer issues, and helping your customers implement and best utilize our complete product suite

- Be 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 contracts

- Help enterprise clients balance standardization across their organization with appropriate brand or location level customization, guiding configuration and workflow decisions that scale

- Monitor adoption trends and provider feedback across your accounts to identify gaps, risks, and expansion opportunities, then act on them proactively

- Support client-side change management, partnering with their operational leaders to drive effective execution and adoption at the clinic level

- Develop 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 results

- Translate product usage and workflow data into clear insights and recommendations that help clients improve clinical and front-office performance

- Maintain 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 clients

- Have a strong understanding of the therapy industry in order to provide expertise to our clients throughout their lifecycle

- Collaborate with team members and management in recommending and implementing improvement opportunities

- Facilitate and quarterback conversations to the correct Prompt teammates including but not limited to: sales, data team, EDI questions, billing related questions, product enhancements

Minimum Requirements

- Highly 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/week

- Proficient in resolving customer concerns, addressing dissatisfied clients, and turning potentially negative interactions into positive ones

- Skilled at identifying customer needs and presenting beneficial upsell opportunities

- Ability to work independently with minimal supervision

- Ability to travel up to 20% for client meetings or events

- Exceptional communication and interpersonal skills, with a demonstrated ability to build and maintain relationships through all levels of an or

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