Client Experience Manager - Full-Time (Evenings/Overnight Shift, Flexible Schedule) (B2B SaaS)

Job description

Job Title: Client Experience Manager - Full-Time (Evenings/Overnight Shift, Flexible Schedule) (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 Evening Client Experience Manager to help ensure smooth software releases and exceptional client support coverage during high-impact periods. This role is an unprecedented opportunity to have an immense impact on our industry leading Client 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: Hours & Schedule This is a fully remote, evening/overnight role designed to support our clinics and engineering release cycles. Your weekly schedule will consist of: - Thursday Nights (Fixed): 10:00 PM – 7:00 AM EST (includes a 1-hour lunch break) to provide critical support during our biweekly product releases. - Sunday – Wednesday: Flexible 8-hour evening/overnight shifts (plus a 1-hour lunch) with customizable start/end times (e.g., 9:00 PM – 6:00 AM, or 8:00 PM – 5:00 AM EST) to fit your lifestyle. - Fridays & Saturdays: Off. Our expectation of this role is that you provide customers with evening/overnight support via our email support channel, particularly during biweekly release cycles. You’ll handle incoming tickets, investigate reported issues, identify trends, and collaborate with engineering to log, prioritize, and communicate about issues effectively. You’ll act as the bridge between customer experience and product stability, ensuring a seamless experience for clinics even during fast-moving release windows. Within 6 months, you’ll have established yourself as a key contributor—comfortable supporting both the clinical and billing sides of the software—by demonstrating initiative, technical understanding, and exceptional communication skills. To do this, you’ll need to know a few things… Key Responsibilities: - Develop and maintain a deep understanding of our product offerings to effectively respond to incoming customer inquiries across our single-channel support system. - Provide evening/overnight support coverage via our email support channel, ensuring timely and accurate handling of all customer inquiries and release-related issues. - Work primarily within the clinical side of the platform while maintaining a working knowledge of billing modules to identify, document, and escalate release-related billing issues. - Troubleshoot software issues, gather detailed replication steps, and write clear, actionable engineering tickets; collaborate with engineering to prioritize and monitor resolutions. - Proactively identify and escalate urgent issues that impact production environments or multiple customers. - Contribute to internal process improvements and knowledge base updates to enhance support efficiency and scalability. - Promote customer satisfaction and advocate for an exceptional experience by understanding each customer’s unique needs, delivering value in every interaction, and identifying opportunities to enhance our product and service features. - Take on tasks beyond defined job responsibilities as needed, demonstrating adaptability and a willingness to contribute to broader team goals. - Collaborate closely with the rest of the CX team to ensure seamless transition of evening activity and follow-ups. Minimum Requirements: - Experience as a Rehab Clinician, such as SLP, OT, PT, COTA, or PTA - Highly analytical mindset and with superior ability to troubleshoot/test use cases and issues in software - Proactive, self-motivated, and resourceful learner capable of working independently with limited oversight. - Experienced in thriving within dynamic work settings that demand adaptability and efficiency - Ready to embrace a fast-paced environment, with occasional requirements to work beyond standard hours - Highly Proficient in MS Excel - Exceptional written and verbal communication skills - Availability for required evening hours Preferred (Nice-to-have) Qualifications - 1-3 years of experience on a Support or CX Team - Prior startup and/or B2B SaaS organization experience. - Knowledge of e-clinical systems and technologies (e.g. EMR, RTM, HEP, CRM, HIEs, etc) - Comfort handling cross-functional communication with Engineering and Product teams. - Technically proficient with foundational device and network troubleshooting - Proven ability to handle multiple projects, shift gears quickly, and meet deadlines while maintaining professional composure - Experience with Zendesk or similar customer support software 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 - Complimentary subscription to digital fitness classes and wellness content - 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. Please don't hesitate to inquire with our team. 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.