Prompt Therapy Solutions Inc

Billing Experience Manager – B2B SaaS

Prompt Therapy Solutions Inc

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $65,000 - $95,000 per year

About the role

  • Develop and maintain a deep understanding of our products billing offerings to effectively respond to incoming customer inquiries across our single-channel support system
  • Be each customer’s champion by providing ongoing support via our help desk platform helping them find solutions to their inquiries
  • Support development and update of the internal and external knowledge base to help scale our help desk support
  • Promote customer satisfaction and loyalty by understanding each customer’s unique (and evolving) needs, delivering value, and exceeding expectations in each support ticket
  • Learn, adopt, establish processes and workflows that allow the support team to run like a well oiled machine
  • Improve and advocate for customer experience by identifying opportunities to enhance our product and service features
  • Assist in the prioritization of billing tickets by quantifying needs, features, and value points.
  • Share user feedback to Product function and help them translate the feedback into features that customers find valuable
  • Provide background support to Enterprise Billing Success Managers (BSMs) during client calls by tracking and following up on product bugs and enhancements, assisting in the triage process, and documenting new tickets as discussed.

Requirements

  • Experience as a Rehab Clinician, such as SLP, OT, PT, COTA, or PTA
  • Must have a highly analytical mindset and with superior ability to troubleshoot/test use cases and issues in software
  • Proactive, self-motivated and ability to use resources available to learn quickly and autonomously
  • 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
  • No prior billing experience required; comprehensive training will be provided.
  • Prior startup and/or B2B SaaS technology organization experience (preferred)
  • 1-3 years of experience on a Support or CX Team (preferred)
  • Experience with Zendesk or similar customer support software (preferred)
Benefits
  • 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 fitness classes/gym memberships
  • Recovery suite at HQ – includes a cold plunge, sauna, and shower
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
analytical mindsettroubleshootingtesting use casesMS Excelcustomer supportbilling supportknowledge base developmentprocess improvementfeature enhancementticket prioritization
Soft Skills
proactiveself-motivatedadaptabilityefficiencycommunication skillscustomer advocacyproblem-solvingteam collaborationcustomer satisfactionloyalty promotion