Customer Success Support Associate

Job 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 clients they serve. As a fast-growing company in the healthcare 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 customer facing teams in order to enable them to continue to provide a best-in-class technological service experience. 

This role is an unprecedented opportunity to have an immense impact on the healthcare industry by supporting the aggressive growth of our one-of-a-kind employee compensation modeling software, OnusOne (a Prompt Company).  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 OnusOne/Prompt to the next level.

Why work for OnusOne at Prompt?

• BIG Challenges: Here at OnusOne at Prompt, we are solving complex and unique problems that have plagued the healthcare industry since the dawn of time.

• Talented People: OnusOne at 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 performance pay software system in the healthcare industry. 

• Healthy Approach: This isn't an investment bank, we work long hours when it's needed, but in OnusOne at Prompt you own your workload and the entire organization takes a liking to smart work (over hard work).

• Positive Impact: OnusOne at Prompt enables rehab organizations to develop creative strategies to compensate their valued employees at a level that reflects their true worth, while simultaneously ensuring that the organizational bottom line is protected and enhanced under every possible scenario. In short, we are in the business of creating win-win scenarios for all. 

The Role:

Our expectation of this role is that you work closely with our Senior Manager of Customer Success and the Sales team to assist with the entire onboarding and implementation process. This is an internal role with regular client facing relations. Those client facing duties would include: Technical support, portal reviews, data entry & analysis conversations, and ongoing support and check-ins for current customers. You will often liaise cross-functionally between sales, customer success, client experience, support, and the billing teams to assist in the onboarding and implementation process. The ideal candidate is someone who is extremely organized, detail oriented, has the ability to be flexible and pivot based on customer interactions, is a very strong communicator, and is a great team player who is focused on efficiency within the team with the end goal of increasing customer satisfaction. More on that below:

Key Responsibilities:

• (~5-20% of your day)

  • Collaborate with Prompt Marketing team to draft content for OnusOne informational email blasts

  • Building tutorial/articles/video to support future OnusOne software enhancements

  • Organization

  • Providing assistance to management team members and executives as needed

• (~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 maximize your efficiency

  • Leverage a Project Management software (Asana) to organize your work and assist in the completion of team projects

  • Gain a thorough understanding of the OnusOne at Prompt product and the customer onboarding process

  • Understanding/analyzing data, gain insight, and draw conclusions that will support customers in building the right compensation models for their teams

  • Own all organizational tasks related to back end processes for customer success including:

    • Management of CRM

    • Assisting with customer data uploads/transfers

    • Build initial and custom portals for customer review

    • Create custom templates for data uploads, payroll, and other customer needs that may arise

    • Post implementation: provide support as needed and complete regular check-ins with ongoing customers to remain proactive and prevent churn

    • Support in tracking KPIs for the team

    • Process documentation

• Collaborate with team members and management in recommending and implementing process improvement opportunities

• Pivot quickly with changes to processes or customer needs

Minimum Requirements:

• At least 1 year of experience in B2B SaaS customer service

• Understanding of the fundamentals of Healthcare and/or Healthcare Industry

• Technical software skills/education

• Exposure to 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

• Exceptional verbal and written communication skills

• Exceptional attention to detail

Preferred (Nice-to-have) Qualifications:

• Project management skills/education

• Background and/or degree in Computer Science and/or Data Science

Perks - What you can expect:

• 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

• Credits for online and in-person fitness classes/gym memberships

• Recovery suite at HQ – includes a cold plunge, sauna, and shower

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.