Manager, Customer Success (Pharmacy and Prescriptions)

Description

Company Description

Therapy Brands is the leading healthcare technology partner for mental, behavioral, and rehabilitative therapy. Our purpose-built and all-in-one practice management, data, and billing solutions drive exceptional clinical and financial outcomes.

Thousands of therapy practices rely on us as a trusted partner, to make their lives simpler and more efficient, improve revenue, and enable them to focus on patient care.

For more information, explore our solutions at therapybrands.com.

Job Description

Purpose of the position is to provide general support across all of people operations functions. Through the primary responsibilities listed below, the incumbent will ensure consistency of process, administration and a high level of service to past, current and prospective employees. This position will support our e-prescribe applications.

PRIMARY RESPONSIBILITIES OF THIS POSITION

• Managing Customer Service including calls and follow up, help desk tickets
• Customer Service agents will report to the CSM (Currently that is one other full time staff, and a backfill from other staff for general customer service until we hire additional support staff)
• Ensuring the quality and consistency of service given to our customers via phone calls, emails, live chats, and help desk tickets
• Managing UserVoice communication process with promoters, passives and detractors including initial contact and follow up on a periodic basis via email and phone calls
• Helping in the process of prioritizing customer requests for system enhancements and features
• Interfacing with technical team to get customer issues resolved and requests fulfilled
• Managing the process for initial set up for new providers (companies) and ensuring a smooth process from implementation to Go Live.
• Interfacing with implementation and training (although CSM will not directly manage the staff responsible for implementation and training, CSM will ensure that customers are engaged in the process and needs are being met)
• Customer retention and relationship management (for customers may be churning)
• Directing help desk tickets to proper department and following up once issues have been resolved

Thrive@TherapyBrands

Qualifications

• Bachelor's degree with 2-4 years of experience in a customer facing leadership role.
• 3-5 years of experience in customer service or customer success position strongly preferred
• Experience working with brand image and promoting value through customer experience
• Exceptional ability to communicate and foster positive business relationships
• Technical skills required, as they relate for the use of the product to service to be solid
• Accountability and personal organization are essential
• Experience in managing a diverse group and training each according to company standards
• Ability to establish milestones and keep all team members on task
• Experience analyzing and optimizing the existing processes in the Customer Success department
• Deep understanding of customers concerns and thoughts regarding the use of products, and the ability to troubleshoot as needed

Additional Information

All your information will be kept confidential according to EEO guidelines.

At Therapy Brands, Diversity, Equity, Inclusion, and Belonging aren’t just words. We celebrate what makes us unique, foster an ecosystem of inclusion for all and harness our talents to promote diversity of thought and action in everything we do.

We instill Diversity, Equity, Inclusion, and Belonging into the fabric of our CARING culture and business, as we strive to be recognized not only as the leader in healthcare technology, but also for our intentional efforts to promote a diverse community.

We will champion non-discriminatory practices throughout the employee and customer lifecycle; caring for every person regardless of race, national origin, color, religion, disability, sex, orientation, or familial status.

Therapy Brands is an equal opportunity employer.