• Build a strong relationship with your clients as a strategic and supportive partner • Focus on building loyalty to ensure long-term client success by presenting product information, addressing customer issues and helping the teams implement Prompt Plus and other premium product offerings • Develop and maintain a deep understanding of our product offerings to effectively respond to incoming customer inquiries across our single-channel support system • Gain a strong understanding of the ins and outs of a therapy business in order to provide expertise to our clients throughout their onboarding • Lead question/answer webinars with clinical management and staff • Work with support team as tickets are escalated to you to provide specific workflows for clients, and work the support channel per team needs • Work with Clients if they choose to downgrade or churn off products to save the client and help them understand the value of our products. • Assist in the onboarding process of new clients • Delegate questions to the Client Experience Team, Billing Success Team, and Customer Success team as appropriate • Collaborate with team members and management in recommending and implementing improvement opportunities