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Hoboken, New Jersey, United States
Onsite
Title: Executive Assistant & Customer Success Support Associate (B2B SaaS)
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 for an exceptional Executive Assistant & Customer Success Operations Partner to support our Vice President/Founding Team Member and Customer Success organization as we continue to scale.
This is not a traditional Executive Assistant role, nor is it purely an administrative support position. We’re looking for someone who can seamlessly move between executive support, day-to-day operational execution, and cross-functional project management. You may be coordinating an executive meeting one moment, ensuring a critical CS process is completed accurately the next, and then driving stakeholders across multiple departments toward a deadline.
The right person is highly organized, resourceful, curious, and incredibly dependable. You enjoy figuring things out, understand that no task is beneath you, and take pride in getting work across the finish line. Over time, we expect you to develop a strong understanding of Prompt's business and become a trusted partner who can anticipate needs, identify the right people to involve, ask the right questions, and help move important initiatives forward.
This role is an unprecedented opportunity to have an immense impact on our industry-leading Customer Success Team that ranks 85 Net Promoter Score points higher than our competition (in other words, people love Prompt). We’re looking for someone scrappy, willing to bring new ideas, take on big challenges, and double down on what works.
We’re doing something special here, and this role will be critical in taking Prompt to the next level.
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 :)
The Role:
Our expectation is that you will serve as a trusted operational partner to our Client Success Vice President while also owning critical support and operational responsibilities across our Customer Success organization.
There is a baseline of day-to-day work that simply needs to get done, and it needs to get done quickly, accurately, and consistently. At the same time, we want someone with the ability and ambition to grow beyond task execution. As you learn Prompt, our customers, and how our teams operate, you'll increasingly be brought into cross-functional projects and expected to help push the work forward.
Success in this role means developing enough business context to understand how teams and departments work together, recognizing who needs to be involved in a conversation or decision, asking for the information needed to make progress, tracking commitments, and creating accountability around next steps.
This is a highly dynamic role. Responsibilities will evolve as Prompt continues to grow, and we need someone who is energized by that rather than intimidated by it.
What You'll Do
Customer Success Operations & Execution
Provide day-to-day operational support to the Customer Success team and ensure recurring responsibilities are completed accurately and on time.
Develop a deep understanding of the Prompt product, our customers, and our client onboarding and implementation processes.
Own organizational and operational tasks related to client onboarding, including:
CRM management and data accuracy
Client data transfer organization and internal coordination
Onboarding slide decks and project materials
Onboarding project setup and tracking
Managing and routing questions directed to the onboarding team
Updating and maintaining email templates
Coordinating client onboarding meetings
Tracking onboarding KPIs and operational data
Process documentation
Additional onboarding and CS processes as they arise
Leverage Asana or similar project management tools to organize work, manage deadlines, and ensure commitments don't fall through the cracks.
Use Excel and Google Sheets to support reporting needs, track operational performance, and increasingly analyze data and trends as your understanding of the business grows.
Identify opportunities to improve Customer Success and onboarding processes and help implement those improvements.
Maintain a high bar for accuracy, responsiveness, organization, and follow-through.
Cross-Functional Project & Operational Support
Develop a strong functional understanding of Prompt's departments and how they work together, including Customer Success, Client Experience, RCM, Sales, Support, Product, Data Transfer, and other teams across the organization.
Take ownership of projects assigned by the Vice President and other CS leaders and drive them forward from initial assignment through completion.
Coordinate cross-functional stakeholders, identify the appropriate people to involve, gather necessary information and updates, and create clarity around next steps.
Push projects toward clear timelines and outcomes rather than simply tracking status.
Proactively follow up on action items and commitments and hold stakeholders accountable to deadlines.
Surface roadblocks, unclear ownership, missing information, and risks before they prevent progress.
Synthesize information from multiple stakeholders into clear updates, action items, and recommendations.
Help develop and improve processes as the organization scales, particularly when a playbook does not yet exist.
Become increasingly capable of representing the Vice President's priorities and perspective in projects and cross-functional conversations as your business knowledge develops.
Executive Support
Serve as a direct Executive Assistant and operational partner to the Vice President of Client Success.
Manage and coordinate internal and external meetings and events.
Assist with calendar management and prioritization.
Support inbox organization, email prioritization, and email drafting as needed.
Coordinate travel and logistics for in-person meetings, customer visits, and conferences.
Schedule and coordinate personal appointments as needed.
Prepare materials, organize information, and ensure the Vice President is prepared for important meetings and follow-ups.
Track action items and commitments coming out of meetings and help ensure follow-through.
Provide administrative support to other management team members and executives as needed.
Handle ad hoc tasks with urgency, discretion, and a willingness to jump in wherever help is needed.
Travel to in-person sales and support meetings and conferences as needed, approximately 0–2 times per month.
What We're Looking For
Experience working in a fast-paced, high-growth environment where priorities change quickly and a high level of execution is expected.
Experience supporting senior leaders, managing cross-functional projects, working in business operations, project/program management, Customer Success operations, or another role requiring significant ownership and coordination.
Strong business judgment and intellectual curiosity. You want to understand why something is happening, not simply complete the task assigned to you.
Exceptional project management skills with the ability to take a loosely defined objective, determine what needs to happen, involve the right people, and drive it through completion.
Extremely organized with exceptional attention to detail and a track record of following through on commitments.
A proactive, resourceful, "figure it out" mentality. You don't need a playbook for every problem and are comfortable operating with ambiguity.
Ability to move seamlessly between high-level projects and detailed administrative work without viewing either as beneath you.
Strong verbal and written communication skills with the confidence to work cross-functionally and interact with senior leaders.
Comfortable asking direct questions, following up persistently, and holding colleagues accountable when a project requires it.
Strong working knowledge of Excel and/or Google Sheets, with an eagerness to continue developing advanced reporting and analytical skills.
Experience using project management software such as Asana or a comparable platform.
High degree of discretion and sound judgment when handling confidential or sensitive information.
Positive, collaborative attitude and an interest in building strong relationships across the organization.
Able to work from Prompt's Hoboken office.
Preferred Qualifications
Experience directly supporting a VP, C-suite executive, founder, or senior leadership team.
Experience working at a high-growth startup or scaling B2B SaaS organization.
Experience in Customer Success, implementation, onboarding, business operations, or project/program management.
Advanced Excel and/or Google Sheets skills.
Background or degree in physical therapy, occupational therapy, speech therapy, healthcare, or a related field.
Experience identifying and implementing process improvements across multiple teams.
What Success Looks Like
In the beginning, success means learning quickly, building trust, and executing the day-to-day responsibilities of the role with exceptional accuracy and follow-through.
As you ramp, you'll develop a deeper understanding of Prompt's business, our departments, our leaders, and how work gets done across the organization. You'll begin taking greater ownership of cross-functional projects, independently identifying the right stakeholders, gathering the information needed to make decisions, and pushing work toward completion.
Ultimately, we want this person to become someone the Vice President and CS leadership team can trust with a project and know that it will move forward.
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
Complimentary subscription to digital fitness classes and wellness content
Recovery suite at HQ – includes a cold plunge, sauna, and shower
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 HR 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.
