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 Director of CS and Product and assist the entire onboarding/implementation/support teams with operational duties related to client success projects and processes. This is an internal role with occasional client facing relations. Those client facing duties would include: Technical Support, Data Entry & Analysis conversations, and some technical support to clients. 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 motivated by taking on any task and any project and seeing it through to completion with accuracy. Seeking out data analytic tasks within the OnusOne software on your own is paramount and will allow for more efficient implementation and sales to future clients. 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 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 OnusOne at Prompt product and client onboarding processes
Understanding/analyzing data, gain insight, and draw conclusions that will further develop the software
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
Implementation step 1 roster upload process
Create custom templates for historical data upload, upload historical data and troubleshoot any errors (Assist Director of CS and Product to still be forward facing with clients to train on how to upload data)
Post implementation: troubleshoot any data upload issues, add employees
Post implementation: troubleshoot technical issues/requests such as: employee access, assigning mid level managers
Other data 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 Computer Science and/or Data Science
At least 1 year of experience in B2B SaaS implementation/onboarding or other similar field
Understanding of Healthcare and/or Healthcare Industry
Technical software skills/education
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
Preferred (Nice-to-have) Qualifications:
Project management skills/education
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.
Prompt Therapy Solutions, Inc is an E-Verify Employer.
