Enterprise Success Manager

Who We Are Looking For

WebPT is looking for world class Enterprise Success Managers who can make a direct connection between a customer’s strategic business goals and how our product suite can contribute to their execution and success. This involves determining appropriate use cases, helping Enterprise Members define workflows that enable our product to drive key processes, linking the changes in business metrics (KPIs) to an ROI model or Scorecard which ultimately drive major business outcomes for our Enterprise Members.

As part of the WebPT Member Success Team, you will be responsible for everything about your portfolio of customers after the initial sale. You’ll work with Onboarding Specialists to drive the initial implementation and any integration points. You’ll proactively educate established Members about new functionalities, best practices and industry developments that increase the value WebPT delivers to their practice. You will develop a deep understanding of Member engagement and the WebPT platform; so as 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 WebPT’s largest, most influential 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 Enterprise Members to drive strategy and partnership.
• Create and maintain Strategic Account Plans.
• Identify Upsell opportunities, and work with the Enterprise Sales Team to close.
• Identify areas for improvement, not only in our products and services, but also in the Member Success function as a whole.
• Create and maintain open lines of communication with relevant stakeholders in Sales, Marketing, Product, Support, Operations, 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

• 10 years’ experience as a Customer Success Manager, or a combination of customer service, success, or SaaS experience.
• At least 3 years’ experience working with enterprise, high value clients.
• Successful track record working with online SaaS products and services from a retention, client satisfaction, and growth perspective
• Excellent communication skills, account management, project management, time management, and problem solving skills.
• Analytical and logical ability to understand business workflows and how they map to base application functionality.
• A client centric approach
• 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 perform with a professional demeanor while utilizing sound judgment and time management skills.
• Able & willing to travel up to 25%.
• Proven ability to work with, connect to, and influence people internally and externally.
• Strong writer, listener, and speaker: documents, presentations, webinars, and events.
• Understanding of operations and day to day processes and procedures of typical SaaS environments: Member Care, Development/QA, SysOps, Onboarding and other departments.

Ideally, You Would Also Have These

• BA or BS degree
• Experience in the medical field, ideally in physical therapy and/or billing
• Familiarity with Salesforce and Gainsight
• Familiar with EMR and EHR applications

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
• Resource Efficiency: Do Más With Menos

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
• WFH supply budget
• 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: $84,700 - $114,400.