Associate Client Success Manager – SKI

This is a fully remote position, open to applicants in United States.

📋 Description

• Establish robust relationships with clients as a strategic and supportive ally.

• Provide product information, address customer concerns, and assist teams in implementing Prompt Plus and other premium offerings.

• Cultivate and sustain an in-depth understanding of product offerings.

• Address incoming customer inquiries via the single-channel support system.

• Acquire knowledge of therapy-business operations and offer expertise during client onboarding.

• Lead Q&A webinars with clinical management and personnel.

• Collaborate with the support team on escalated tickets and manage the support channel as needed.

• Aid in client retention for those considering downgrades or churn by effectively communicating product value.

• Support the onboarding process for new clients.

• Assign questions to the Client Experience, Billing Success, and Customer Success teams as appropriate.

• Work alongside team members and management to propose and implement enhancements.

• Complete the 3–4 month Client Success Employee Onboarding program before transitioning to full Client Success Manager responsibilities.

⛳️ Requirements

• Experience in outpatient physical therapy clinics is essential.

• Strong technical proficiency with various software platforms.

• Highly skilled in MS Excel.

• A passion for understanding and learning software is necessary.

• Clinical background and/or a licensed rehabilitation therapist is preferred.

• Familiarity with EMR Systems is important.

• Excellent written and verbal communication skills are required.

• Must be tech-savvy and comfortable operating in a live environment with multiple software applications.

• Highly motivated to thrive in a fast-paced environment, occasionally requiring work outside standard hours.

• Willingness to rapidly advance in your role and take on increased responsibilities as the team and customer base expand.

• Medical billing experience or education is a plus (Preferred/Nice-to-have).

• Previous experience in SaaS is advantageous (Preferred/Nice-to-have).

• Must be legally authorized to work in the United States.

• Must reside physically within the US.

🏝️ Benefits

• Competitive salaries.

• Remote/hybrid work environment.

• Potential equity compensation for exceptional performance.

• Flexible paid time off (PTO).

• Company-wide sponsored lunches.

• Company-paid disability and life insurance benefits.

• Company-paid family and medical leave.

• Comprehensive medical, dental, and vision insurance benefits.

• Discounted pet insurance.

• Flexible spending account (FSA)/dependent care account (DCA) and commuter benefits.

• 401k retirement plan.

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

• Recovery suite at HQ, featuring a cold plunge, sauna, and shower.