Success Manager

WebPT Inc; Northern (KY); Hybrid; USD 70,000 - 80,000; Full time

Benefits offered by this job

Ample Time Off

Remote work in US

Volunteer time off

ERGs

Benefits package (health, dental, 401k

HSA availability

Authenticity and Acceptance

Job summary

WebPT is seeking a world-class Success Manager to help Members achieve their strategic business goals and maximize value from our product suite. You will partner with outpatient rehab practices across the United States to drive outcomes, educate on new features, and promote data-driven practices.

You will develop strategic success plans, monitor account health, and identify upsell opportunities while collaborating with Sales, Marketing, Product and Engineering to deliver a best-in-class Member

Qualifications

• 2 years of Customer Success Management experience or related account management experience
• Exceptional communication, account management, project management, and problem-solving skills
• Analytical and logical ability to understand business analytics and workflows
• Planning and coordination across many different levels within and across internal and external teams
• Empathy for customers while protecting company assets
• Organized and detail-oriented with ability to manage many projects simultaneously
• Ability to learn medical terminology and explain it to others
• Strong writing and speaking skills for documents, presentations, webinars, events

Responsibilities

• Create and maintain strong relationships with Members and own all aspects of the relationship
• Retain and grow your book of business
• Track account health and proactively address churn risk
• Provide input to Training to improve curriculum and notes
• Deliver proactive client engagement for Members
• Plan and conduct Executive Business Reviews to drive strategy
• Identify upsell/cross-sell opportunities and enable handoff to Sales
• Collaborate with Sales, Marketing, Product and Engineering to enhance Member experience
• Navigate support paths and ensure HIPAA compliance

Skills

Customer Success

Account management

Communication

Problem solving

Data analytics

Project management

Empathy

Organization

Education

BA or BS degree

Job description

WebPT is looking for a world class Success Manager who can execute a One to Many approach to help Members’ strategic business goals and how our product suite can contribute to their execution and overall success.

As part of the WebPT Success Team, you will be responsible for ensuring your portfolio of Members are getting the most out of their WebPT membership. You will partner with outpatient rehab therapy practices across the United States, helping them achieve their goals and desired outcomes on their path to greatness. You will educate Members about new functionalities, best practices and industry developments that increase the value WebPT delivers to their practice. You will help members leverage business analytics and promote solid data-driven practices. You will develop a deep understanding of Member engagement and the WebPT platform; to create and evolve best practices around our technology.

What You’ll Be Doing As A Part of Our Team

• Create and maintain raving fans throughout your book of business


• Serve as the main point of contact for Members and own all aspects of the relationship


• Retain and grow your book of business


• Track and closely monitor account health: concerns expressed via NPS surveys, proactively identify risk and initiate the necessary action plans to prevent churn


• Provide input to the Training team to ensure that curriculum and application notes help Members understand actions they need to take to ensure ongoing value as our products and the industry evolve.


• Deliver a proactive client engagement experience for the Members you serve


• Plan for and conduct on and off-site Executive Business Reviews with Members to drive strategy and partnership.


• Proactively manage accounts with multiple product lines.


• Serve as an agent of change internally and externally, always pushing toward greater performance and outcomes individually, as a team, and as an organization.


• Assist Members in navigating the correct support paths.


• Create and maintain strategic success plans for Member accounts outlining proactive objectives and activities adhering to appropriate cadences and deadlines.


• Identify upsell and cross-sell opportunities and facilitate handoff to the Sales Team to close.


• Identify areas for improvement, not only in our products and services, but also in the Member Success function. Create and maintain open lines of communication with relevant stakeholders in Sales, Marketing, Product and Engineering to deliver a world-class Member experience.


• Maintain strict confidentiality and compliance, adhering to all HIPAA regulations.


• Perform other duties, as assigned.

What You Should Have to Qualify

• Able & willing to travel 25% - 30% of the time to meet with Members


• 2 years of Customer Success Management experience or a combination of outpatient clinic or other account management type experience


• Exceptional communication, account management, project management, and problem-solving skills.


• Innovative and creative with an eye for process improvement and program development.


• Analytical and logical ability to understand business analytics and workflows, and how they map to base application functionality.


• Planning and coordination of activities across many different levels within, and across internal and external teams.


• Empathy for our customers, while protecting the interest of our company and its assets.


• Organized and systematic, with great attention to detail.


• Simultaneous management of many complex projects within a book of business


• Quick learner of medical terminology and practices and able to communicate those to others


• Excellent ability to organize, process and interpret data analytics and KPIs. Proven ability to provide clear, actionable recommendations for improvement based on the resulting data.


• Excellent ability to perform with a professional demeanor while utilizing sound judgement and time management skills.


• Professional attitude with a proven ability to navigate intense situations under pressure when they arise


• Work well autonomously while being a highly contributing member of the team, delivering results beyond expectations


• Proven ability to work with, connect to, and influence people internally and externally


• Strong writer and speaker: documents, presentations, webinars, and events


• Support Development/QA, SysOps, Onboarding, and other departments

Ideally, You Would Also Have These

• Successful track record working with online SaaS products and services.


• Understanding of operations and day to day processes and procedures of typical SaaS environments


• BA or BS degree


• Experience in business operations.


• Experience in the medical field, ideally physical therapy and/or billing.

Culture is at our Core

• Service: Create Raving Fans


• Accountability: F Up; Own Up


• Attitude: Possess True Grit


• Personality: Be Minty


• Work Ethic: Be Rock Solid


• Community Outreach: Give Back


• Health and Wellness: Live Better

About Us

Here, we work hard—but we have lots of fun doing it. We believe in equal opportunity for all, autonomy, trailblazing, and always doing right by our Members. Most importantly, though, we believe in empowering rehab therapy professionals to achieve greatness in practice. So, if you’re a can-do kinda person who loves to help Members win and enjoys working from just about anywhere—then you’ll fit right in. We’ve got big plans, but we can’t achieve them without you. Join us, and let’s achieve greatness.

Company Perks

• Ample Time Off for fun and rest


• Work from nearly anywhere in the US


• Time Off to make an impact through volunteering


• Multiple Employee Resource Groups (ERGs)


• Health, Dental, Vision, 401k, HSA, any many other benefits


• Authenticity and Acceptance

At WebPT, we're dedicated to fair and competitive compensation based upon our industry peer benchmarks. While job postings offer a pay range as a general reference, the final offer depends on candidate qualifications and experience. Our aim is to provide equitable compensation that recognizes your unique skills and contributions. During interviews, we'll discuss your qualifications and expectations, striving for a competitive and fair offer. The initial hiring range for this position is: $70,000 - $80,000 as well as eligibility for variable compensation.

#LI-MS1

Travel Required

Yes . 25-30%

Experience

2 years of Customer Success Management experience or a combination of outpatient clinic or other account management type experience.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.