Let’s get started
By clicking ‘Next’, I agree to the Terms of Service
and Privacy Policy, and consent to receive emails from Rise
Jobs / Job page
Client Experience Manager (CXM) Team Lead image - Rise Careers
Job details

Client Experience Manager (CXM) Team Lead

Client Experience Manager Team Lead

Company Overview:
Prompt is revolutionizing healthcare by delivering highly automated and modern software to rehab therapy businesses, the teams within, and the patients they serve. As the fastest growing company in the therapy EMR space and the new standard in healthcare technology, we’re looking to bring on a Client Experience Manager Team Lead to support the CXM team as we continue to scale our Client Experience team!

The Role:

Prompt has an industry-leading Client Experience team in need of a highly motivated teammate to oversee Client and Billing Experience Managers, ensuring we provide exceptional support and expertise to our clients. In this role you will drive team performance, foster a culture of continuous improvement, and advocate for both customer and team needs within the organization. Our support is provided through a single channel, tiered structure to deliver the highest quality response as efficiently as possible.

You will also work alongside our Tech Support Specialists, Client Success Managers (CSMs), Billing Success Managers (BSMs), and Enrollment Team so everyone is on the same page with support ticket processes.  You will report to the Manager of Client Experience.  This position offers an exciting opportunity to help scale and enhance Prompt’s Client Experience Team as we continue to expand.

Why work for Prompt?

  • BIG Challenges: Here at Prompt, we are solving complex and unique problems that have plagued the healthcare industry since the dawn of time.

  • Talented People: Prompt didn't happen by chance, it's a team of incredibly talented and proven individuals who all made their mark before joining forces to build the greatest software on the planet for rehab therapists.

  • Healthy Approach: This isn't an investment bank, we work long hours when it's needed, but at Prompt you own your workload and the entire organization takes a liking to smart work (over hard work).

  • Positive Impact: Prompt helps outpatient rehab organizations treat more patients and deliver better care with less environmental waste. That means less surgery and less narcotic-based pain treatment, all while turning a paper-heavy industry digital. We aren't enthralled with patting ourselves on the back everyday, but it does feel good :)

Key Responsibilities:

  • Interview, Hire, and Onboard new Client and Billing Experience Managers.

  • Mentor and coach CXMs and BXMs, conduct regular 1:1s, performance reviews, and career development discussions with team members, and escalate personnel issues to leadership as needed.

  • Monitor and analyze team metrics (e.g., ticket resolution times, customer satisfaction scores) to identify areas for improvement and drive accountability.

  • Serve as an escalation point for complex customer inquiries or concerns, ensuring timely and effective resolutions.

  • Advocate for customer needs by identifying trends, challenges, and opportunities for improvement across the CS Team.

  • Assist in onboarding new CS Team members to ticketing processes and troubleshooting workflows; educate existing CS Team members regarding process changes and areas of the product that require additional team training

  • Support the rollout of new features, tools, and processes, ensuring the team is prepared to assist customers effectively.

  • Collaborate with the Engineering and Product team related to ticketing trends and engineering tickets

  • Lead mass communications to customers when needed including managing communications during service outages.

  • Oversee internal documentation efforts and delegate as needed related to ticketing processes

  • Take on additional responsibilities as needed, demonstrating flexibility and a proactive approach to achieving team and company objectives.

Minimum Requirements:

  • Healthcare Experience: 

    • 2-5 years of experience in the Rehabilitation Industry preferred

  • Prefer 1-3 years of experience leading a Support or CX Team

  • Must be highly proficient in both written and verbal communication skills

  • Ability to lead team meetings in order to educate teammates regarding processes and the Prompt Product

  • Able to communicate effectively across teams

  • Understanding and learning software must be a passion of yours

  • Highly motivated to work in a fast paced, dynamic environment where you will need to work outside normal working hours at times

  • Proven ability to handle multiple projects, shift gears quickly, and meet deadlines while maintaining professional composure

  • Comfort communicating to leadership for assistance when needed

  • Prepared to grow very quickly into your role and take on greater responsibilities as needed

  • Be comfortable owning your own workload

  • Proficient skills in Word, Excel, PowerPoint, Google Workspace, Slack

Perks - What you can expect:

  • 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

Here at Prompt, we are committed to fostering a fair and respectful work environment. As part of this commitment, it is our policy not to hire individuals from Prompt Customers unless they have obtained their current employer's explicit consent. We believe in upholding strong professional relationships and respecting the agreements and commitments our customers have with their employees. We appreciate your understanding and cooperation regarding this policy. If you have any questions or concerns, please don't hesitate to reach out to our People Department.

Prompt Therapy Solutions, Inc is an equal opportunity employer, indiscriminate of race, color, religion, ethnicity, ancestry, national origin, sex, gender, gender identity, sexual orientation, age, marital status, veteran status, disability, medical condition, or any other protected characteristic. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Prompt Glassdoor Company Review
4.3 Glassdoor star iconGlassdoor star iconGlassdoor star iconGlassdoor star icon Glassdoor star icon
Prompt DE&I Review
No rating Glassdoor star iconGlassdoor star iconGlassdoor star iconGlassdoor star iconGlassdoor star icon
CEO of Prompt
Prompt CEO photo
Brad Schiller
Approve of CEO

Average salary estimate

$75000 / YEARLY (est.)
min
max
$60000K
$90000K

If an employer mentions a salary or salary range on their job, we display it as an "Employer Estimate". If a job has no salary data, Rise displays an estimate if available.

What You Should Know About Client Experience Manager (CXM) Team Lead, Prompt

Are you ready to take on a pivotal role at Prompt as our Client Experience Manager (CXM) Team Lead? We’re a dynamic company transforming the healthcare landscape with innovative solutions for rehab therapy businesses. In this exciting position, you'll guide a talented team of Client and Billing Experience Managers, championing exceptional client support and elevating the overall experience. Your leadership will drive our mission to help rehab organizations serve patients better, while ensuring our talented crew has the tools and guidance they need to flourish. As you dive into the role, you’ll monitor team performance, analyze customer satisfaction metrics, and develop strategies for continuous improvement. Collaboration is key here—you'll work hand-in-hand with Tech Support Specialists, CSMs, and the Enrollment Team to ensure seamless communication and support processes. At Prompt, we believe in solving big challenges, making a positive impact, and cultivating a healthy work culture that values smart work over hard work. If you're someone with the passion for leading teams, a knack for problem-solving, and experience in the rehabilitation industry, we would love to have you on board. Get ready to roll up your sleeves and help us scale our Client Experience team as we continue to expand and change lives for the better!

Frequently Asked Questions (FAQs) for Client Experience Manager (CXM) Team Lead Role at Prompt
What are the key responsibilities of a Client Experience Manager (CXM) Team Lead at Prompt?

As a Client Experience Manager (CXM) Team Lead at Prompt, you'll mentor a dynamic team, oversee customer support processes, and drive performance improvements by monitoring key metrics. Additionally, you'll serve as an escalation point for complex inquiries, advocate for customer needs, and collaborate with various teams to enhance client experience.

Join Rise to see the full answer
What qualifications are needed to become a Client Experience Manager (CXM) Team Lead at Prompt?

To excel as a Client Experience Manager (CXM) Team Lead at Prompt, candidates should ideally hold 2-5 years of experience in the rehabilitation industry, with 1-3 years leading a support or customer experience team. Excellent communication skills and a passion for learning new software are essential for the role.

Join Rise to see the full answer
How does the Client Experience Manager (CXM) Team Lead contribute to Prompt's client success?

The Client Experience Manager (CXM) Team Lead contributes significantly to Prompt's client success by ensuring the client support team delivers timely and effective resolutions. By identifying trends and advocating for customer needs, this role enhances client satisfaction and fosters long-lasting relationships.

Join Rise to see the full answer
What is the work culture like for a Client Experience Manager (CXM) Team Lead at Prompt?

At Prompt, the work culture emphasizes smart work, flexibility, and team collaboration. As a Client Experience Manager (CXM) Team Lead, you're not just managing a team; you're part of a family that's dedicated to solving healthcare challenges while maintaining a healthy work-life balance.

Join Rise to see the full answer
What benefits can a Client Experience Manager (CXM) Team Lead expect at Prompt?

Prompt offers a competitive salary along with a comprehensive benefits package for the Client Experience Manager (CXM) Team Lead role. This includes flexible PTO, health insurance, equity compensation for outstanding performance, and unique perks like company-sponsored lunches and remote working opportunities.

Join Rise to see the full answer
Common Interview Questions for Client Experience Manager (CXM) Team Lead
Can you describe your leadership style as a Client Experience Manager (CXM) Team Lead?

When discussing your leadership style, focus on being supportive and adaptable. Share examples of how you've guided teams to success through mentorship while promoting a collaborative environment that encourages feedback and continuous improvement.

Join Rise to see the full answer
How do you handle challenging customer inquiries as a Client Experience Manager (CXM) Team Lead?

Answer by highlighting your approach to problem-solving and maintaining empathy. Provide an example of a challenging situation you faced and how you navigated it to ensure customer satisfaction using effective communication and teamwork.

Join Rise to see the full answer
What strategies would you implement to improve customer satisfaction within the CXM team?

Discuss specific metrics you would monitor, such as customer feedback scores and resolution times. Explain how you'd analyze this data to identify areas for improvement and implement training sessions to enhance your team's skills and knowledge.

Join Rise to see the full answer
How do you prioritize multiple projects in a fast-paced environment as a Client Experience Manager (CXM) Team Lead?

Share your method for prioritization, such as using project management tools, setting deadlines, and assessing urgency. Provide examples that demonstrate your ability to adapt quickly while maintaining professionalism.

Join Rise to see the full answer
What do you believe is crucial for fostering a healthy team culture as a CXM Team Lead?

Talk about the importance of open communication, recognition of team achievements, and regular check-ins. Provide examples of how you've built rapport and created a supportive atmosphere that encourages collaboration and trust.

Join Rise to see the full answer
Can you describe a time when you identified a trend that needed improvement in client support?

Describe a specific instance where you noticed a recurring client issue. Talk about how you collected data, communicated findings to stakeholders, and implemented solutions that ultimately improved the client experience.

Join Rise to see the full answer
How do you advocate for customer needs within an organization as a Client Experience Manager (CXM) Team Lead?

Explain your approach to gathering customer feedback and analyzing pain points. Discuss how you prioritize these issues internally and work with cross-functional teams to drive initiatives that address client challenges.

Join Rise to see the full answer
What tools or technologies have you used to monitor customer service metrics?

Talk about specific tools you are familiar with, like CRM systems or customer feedback platforms. Explain how you utilized these tools to assess team performance and make data-driven decisions to improve service delivery.

Join Rise to see the full answer
How would you manage team training initiatives to ensure a high level of product knowledge?

Discuss your approach to onboarding new team members and the ongoing training you would provide. Emphasize the importance of hands-on experience and regular updates on product changes to keep the team informed and capable.

Join Rise to see the full answer
What motivates you to continue improving the client experience at Prompt?

Share your passion for customer service and the satisfaction you derive from solving complex issues. Highlight your belief in making a meaningful impact in the healthcare industry and how that drives you to excel in this role.

Join Rise to see the full answer
Similar Jobs
Photo of the Rise User
Posted 3 days ago

Join Prompt Therapy Solutions as a Billing Tech Support Specialist and play a vital role in enhancing our customer experience in healthcare technology.

Become a vital part of the Barton Creek Country Club team as a Golf Cart Attendant Supervisor, ensuring top-notch service and maintenance of our golf facilities.

Photo of the Rise User
Domino's Hybrid 610 Compass Rd E, Middle River, MD 21220, USA
Posted 9 days ago

Join Domino's as a Customer Service Representative and be the voice of a brand that's known for delivering more than just pizza.

Photo of the Rise User
AccorHotel Hybrid Brisbane City QLD, Australia
Posted 10 days ago

Join Accor as a Night Manager and elevate guest experiences through exceptional service in a vibrant hotel environment.

Photo of the Rise User
Posted 3 days ago

Join Ross as an Early Morning Stock Associate and help create an enjoyable shopping experience for customers.

Photo of the Rise User
Optum Hybrid US, Lancaster County, PA; Pennsylvania, Lancaster, PA
Posted 10 days ago

Join Optum in a role that enhances patient care through coordination and support within a dedicated team.

Posted 13 days ago

Join DOGA USA as a Customer Service Representative and support our mission to provide exceptional service in the automotive industry.

Goodshuffle Pro Remote Washington, District of Columbia, United States
Posted 7 days ago

Join Goodshuffle as a Senior Customer Success Manager to enhance customer value and drive success in the events industry.

Photo of the Rise User

Become a vital part of the guest experience at MGM Resorts as a Dining Area Attendant, where your contributions will shine in a vibrant atmosphere.

Photo of the Rise User
Posted 10 months ago
Photo of the Rise User
Inclusive & Diverse
Mission Driven
Social Impact Driven
Passion for Exploration
Dare to be Different
Diversity of Opinions
Reward & Recognition
Empathetic
Feedback Forward
Work/Life Harmony
Collaboration over Competition
Growth & Learning
Transparent & Candid
Customer-Centric
Rise from Within
Friends Outside of Work
Medical Insurance
Dental Insurance
Vision Insurance
Mental Health Resources
Life insurance
Disability Insurance
Health Savings Account (HSA)
Flexible Spending Account (FSA)
Learning & Development
Work Visa Sponsorship
Employee Resource Groups
401K Matching
Paid Time-Off
Maternity Leave
Social Gatherings
Company Retreats
Photo of the Rise User
Inclusive & Diverse
Rise from Within
Mission Driven
Diversity of Opinions
Work/Life Harmony
Transparent & Candid
Growth & Learning
Fast-Paced
Collaboration over Competition
Take Risks
Friends Outside of Work
Passion for Exploration
Customer-Centric
Reward & Recognition
Feedback Forward
Rapid Growth
Medical Insurance
Paid Time-Off
Maternity Leave
Mental Health Resources
Equity
Paternity Leave
Fully Distributed
Flex-Friendly
Some Meals Provided
Snacks
Social Gatherings
Pet Friendly
Company Retreats
Dental Insurance
Life insurance
Health Savings Account (HSA)
MATCH
Calculating your matching score...
FUNDING
SENIORITY LEVEL REQUIREMENT
TEAM SIZE
EMPLOYMENT TYPE
Full-time, remote
DATE POSTED
January 8, 2025

Subscribe to Rise newsletter

Risa star 🔮 Hi, I'm Risa! Your AI
Career Copilot
Want to see a list of jobs tailored to
you, just ask me below!