Customer Success Support Associate & Executive Assistant (B2B SaaS) Hoboken, NJ

Title: Customer Success Support Associate & Executive Assistant (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 a Customer Success Support Associate with personal ambitions to provide the optimal backend support to our CS organization and Vice President, preparing our team internally to continue to provide a best-in-class service experience.

This role is an unprecedented opportunity to have an immense impact on our industry leading Customer 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:

Our expectation of this role is that you serve as a direct executive assistant to our CS Vice President and support the entire CS team including our onboarding specialists with operational duties related to client success projects and processes and picking up anything that is needed from the team. This is an internal, non-client facing role. 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 obsessive about taking on any task and any project and seeing it through to completion with absolute accuracy. More on that below!

Key Responsibilities:

• (~5-20% of your day) Serve as an executive assistant to the Vice President/Founding Team Member
• Schedule meetings and events with key clientele and internally
• Assist in email prioritization

• Inbox Clean Up

• Email Drafting

• Organization

• Schedule and coordinate personal appointments as needed
• Providing assistance to management team members and executives as needed
• Administrative tasks to support Enterprise teams, requesting legal contracts, and contribute to building out new processes
• Travel to in person sales and support meetings and conferences (~0-2 times per month)
• (~80-95% of your day) Serve as a Support Associate to the CS Team
• Provide general operational 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 Prompt product and client onboarding processes
• 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

• Onboarding Slide Decks

• Onboarding Project

• Managing questions directed at onboarding team

• Updating Email Templates

• Coordinating client onboarding meetings
• Other onboarding processes as they come up
• Tracking Onboarding KPIs and data

• Process Documentation

• Collaborate with team members and management in recommending and implementing improvement opportunities
• Project management of various ad hoc projects, able to work cross functionally to develop new processes that impact multiple departments
• Identify areas of process improvement for client onboarding operations
• Able to pivot quickly with changes to processes
• Schedule meetings and events with key clientele and internally
• Assist in email prioritization

• Inbox Clean Up

• Email Drafting

• Organization

• Schedule and coordinate personal appointments as needed
• Providing assistance to management team members and executives as needed
• Travel to in person sales and support meetings and conferences (~0-2 times per month)
• Administrative tasks to support Enterprise teams, requesting legal contracts, and contribute to building out new processes
• Administrative tasks to support Enterprise teams, requesting legal contracts, and contribute to building out new processes
• Provide general operational 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 Prompt product and client onboarding processes
• Ensure client onboarding projects are set up in a timely manner
• Own all organizational tasks related to back end processes for client onboarding including:
• Collaborate with team members and management in recommending and implementing improvement opportunities
• Project management of various ad hoc projects, able to work cross functionally to develop new processes that impact multiple departments
• Identify areas of process improvement for client onboarding operations
• Able to pivot quickly with changes to processes

• Management Of Crm

• Assisting with client data transfer organization and communication

• Onboarding Slide Decks

• Onboarding Project

• Managing questions directed at onboarding team

• Updating Email Templates

• Coordinating client onboarding meetings
• Other onboarding processes as they come up
• Tracking Onboarding KPIs and data

• Process Documentation

• Management Of Crm

• Assisting with client data transfer organization and communication

• Onboarding Slide Decks

• Onboarding Project

• Managing questions directed at onboarding team

• Updating Email Templates

• Coordinating client onboarding meetings
• Other onboarding processes as they come up
• Tracking Onboarding KPIs and data

• Process Documentation

Minimum Requirements:

• Background and/or degree in physical, occupational, speech therapy industry
• 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
• Comfortable holding people accountable and conveying the importance of project requirements to colleagues
• At least 1 year of experience in B2B SaaS implementation/onboarding/project manager or other similar field
• Able to work in Hoboken in the office
• Perks - What you can expect:
• 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
• Comfortable holding people accountable and conveying the importance of project requirements to colleagues
• At least 1 year of experience in B2B SaaS implementation/onboarding/project manager or other similar field
• Able to work in Hoboken in the office
• Perks - What you can expect:

Preferred (Nice-To-Have) Qualifications:

• Technical Software Skills/Education

• Project Management Skills/Education

• 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 HR 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.