As the WebPT Manager of Member Success, you'll oversee, and provide hands-on guidance for our Member Success Managers in our Small and Medium Business segment. You will lead a team of six who are tasked with retaining and growing approximately 6,000 WebPT members. You'll also refine the recipe for best practices, improve processes and procedures, and lead the creation of industry and product content to provide value to our member base.
Manage the team responsible for our Members' overall WebPT experience to ensure retention, including refining job descriptions, mapping out career growth plans, and evaluating performance.
Develop detailed project plans to create smooth customer life cycle experiences for our SMB segment including mapping out the transition from the sales process all the way to software graduation and beyond.
Develop save strategies focused on the highest churn categories in our SMB segment
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.
Lead the team responsible for the creation of industry and product content to deliver back to our member base.
Take on tough conversations with grace, and assist team members in diffusing escalations.
Store knowledge like a vaultand 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 smaller businesses.
Be a natural coachsomeone who can effectively, positively, and confidently make our Member Success team the very best.
Skills and Qualifications
Abilities and Knowledge
Be a natural-born leaderone 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, all while staying within budget.
Familiar with cloud-based technology and web tools.
Actively listen to customers and other employees, and intelligently overcome objections while developing meaningful relationships.
Have a mind for efficiency. We like doing ms 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.
Possess excellent communication skills both written and verbal.
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.
Maintains focus with interruptions even in 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.
Be organized, ahead of schedule, communicative, and accountable.
Education and Experience
Bachelor's degree or comparable experience
3+ years of leading customer success or account management teams
Experience scaling a customer success or account management program focused on 1:many / lower touch accounts
Experience tracking and acting on revenue recognition, customer satisfaction, and customer retention
Intermediate to 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
Experience working with Gainsight
Additional Aspects of the job
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.
WebPT, Inc. provides equal opportunity for all applicants without regard to race, color, religion, sex (including pregnancy), national origin, ancestry, age, genetic information, marital status, sexual orientation, veteran status, or any other basis protected by state or federal law.