Like making a perfect soufflé, crafting a successful customer success team is an art. It takes an unwavering commitment to providing outstanding service; superb attention to detail; at least a cup full of empathy; and fresh, room-temperature eggs. All jokes aside, our customer (Member) Success team delivers all of the above ingredients and more. And we’re looking for the fail-proof merengue to our Member Success soufflé. As the Member Success Manager, you’ll oversee, and provide hands-on guidance for, our Success Account Managers so they and their teams can always keep things light and airy for WebPT Members. You’ll also refine the recipe for best practices, sift through processes, and whip up new procedures.
At WebPT, we like to hire the most talented people for our teams, and then give them the freedom to do their jobs. Here, we work hard—but we have lots of fun doing it. So if you like a cool, collaborative work environment, you’ll fit right in. Throw business casual to the wind. We want casual-casual. Whether you love to bake or couldn’t crack an egg; wear jeans or prefer suits; or head-nod to Mozart or head-bang to Metallica, we don’t care—as long as you do good work and have a great time doing it.
- Manage the team responsible for Member implementation, onboarding, training, and retention. This includes creating job descriptions, mapping out career growth plans, and evaluating performance.
- Develop plans to create smooth customer life cycle transitions for our multi-clinic practices (that includes mapping out the transition from the sales process all the way to software graduation).
- Oversee the transition from onboarding to graduation for clinics of all sizes.
- Audit monthly recurring revenue (MRR) classification and ensure appropriate contact type and frequency for each MRR tier.
- Monitor and report team performance metrics such as customer retention, financial account status, number of help-tickets following Member graduation, and creation of new references.
- Complete Quality Business Reviews (QBRs), both onsite and online.
- Ensure the team is reading the WebPT Blog, attending conferences, and staying up-to-date on other Member-focused initiatives.
- Take on tough conversations with grace, and assist team leads in diffusing escalations.
- Store knowledge like a vault—and keep it airtight like a vault, too. This role requires top-notch memory, HIPAA compliance, and confidentiality in all situations.
- Be resourceful, results-oriented, and hands-on as you identify and facilitate upsell and cross-sell opportunities.
- Work with the Sales team to identify new business opportunities with larger or multi-clinic business.
- Wear a whistle—not literally, but figuratively (unless you really like whistles; that’s cool). We’re looking for a natural coach—someone who can effectively, positively, and confidently make our Member Success team the very best.
Abilities and Knowledge
- Be a natural-born leader—one who inspires his or her team, embraces every moment as a teaching (or learning) opportunity, and provides constructive coaching and meaningful challenges.
- Juggle many complex projects, all with a sense of urgency, simultaneously, all while staying within budget. Major props if you can actually juggle like a real circus performer.
- Showcase your inner tech nerd. We need someone who’s comfortable with cloud-based technology and web tools.
- Be more than a mouthpiece. Actively listen to customers and other employees, and intelligently overcome objections while developing meaningful relationships.
- Have a mind for efficiency. We like doing más with menos around here, so while you don’t have to be the next MacGyver, you’ve got to have a knack for using resources creatively.
- Be passionate about quality customer service. You love helping people, and you constantly strive to create raving fans by delivering excellent internal and external service.
- Use data to inform your decisions, while keeping a level head as you form team strategy.
- Rock the mic like a vandal—not just in karaoke, but in all forms of communication (i.e., communicate effectively over the phone and via email).
- Crave knowledge and learn new skills with ease. There’s a lot to learn when it comes to electronic medical records, the ins and outs of operating rehab therapy clinics, and the wants and needs of the company and its customers. We want you to be a guru on all of these topics.
- Remain cool under pressure. Things can get pretty hectic at times, so we want to make sure you keep calm and carry on through even the most stressful of circumstances.
- Be passionate about all things technology, and have a super-special place in your heart for cloud-based SaaS applications.
- Enjoy a good challenge and—like the contestants on the Amazing Race—play to win the million dollars (except on our team, the million dollars are happy customers).
- Be organized, ahead of schedule, communicative, and accountable—in short, own your role entirely, while being open to critiques, suggestions, and new ideas.
- Know how to roll up your sleeves. We have a lot of brass tacks here, and we like to get down to ’em.
- Jibe with our culture. We’re talkin’ energy, integrity, positivity, a hunger for knowledge, and a passion for sharing it.
Education and Experience
- At least five years of experience with customer success or account management for businesses of varying sizes
- Experience growing a highly effective customer success team
- Experience tracking and acting on revenue recognition, customer satisfaction, and customer retention
- Advanced Salesforce knowledge
- Understanding of daily SaaS business operations and cross-departmental collaboration
- Experience using Google applications (e.g., Docs, Drive, Sheets, and Calendar)
- Experience in the physical therapy industry or other medical-related field experience
WebPT will make reasonable accommodations to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee will not be exposed to weather conditions, and the noise level is usually moderate.
WebPT will make reasonable accommodations to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee may occasionally need to stand; walk; sit; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch or crawl; talk or hear; or taste or smell. The employee must occasionally lift and/or move up to 25 pounds. This job requires specific vision abilities, including close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.