• Build deep, trust-based relationships with clients • Own the client relationship for Prompt + Prompt RCM users • Develop a thorough understanding of each client’s business goals • Host regular client cadence meetings • Monitor and respond to client support inquiries • Support clients through clinical and billing workflows • Analyze client performance data and KPIs • Identify and manage churn indicators • Maintain expert-level knowledge of Prompt’s software and RCM offering • Collaborate cross-functionally with internal teams • Champion client feedback and contribute to team-wide strategies

• As an Enterprise Client Success Manager, you will be responsible for driving the customer satisfaction, retention, and expansion among our largest customers. • You will achieve this by building strong, long-term relationships and by ensuring Prompt consistently delivers exceptional customer value and increased product adoption. • This role requires close collaboration with cross-functional teams to support the overall growth and success of your assigned accounts. • You must be a Prompt platform expert, enabling you to guide your clients from onboarding to renewal and ensure they receive a world-class experience while maximizing their software investment. • All post-sales activities including onboarding, product training, technical support, account management, and consultative guidance (within reason) • Build and nurture strong relationships with senior leaders, positioning yourself and the organization as a critical resource in achieving their strategic vision • Earn the right to be a trusted advisor by providing best practices, value-added guidance, and empathetic listening • Interact with C Suites of our largest clients on a daily basis • Foster customer loyalty through presenting product information, addressing customer issues, and helping your customers implement and best utilize our complete product suite • Be the main point of contact for Prompt’s largest most influential customers, with ownership over product utilization and customer expansion inclusive of converting live trials (enterprises engage in a trial period) to long-term customer contracts • Develop and deliver both periodic and frequent client success reviews focusing on client performance and effectiveness, strategic insights, and actionable recommendations that drive best in class results • Develop and maintain a deep understanding of our product offerings to effectively support, grow, and lead our enterprise customers • Have a strong understanding of the therapy industry in order to provide expertise to our clients throughout their lifecycle • Collaborate with team members and management in recommending and implementing improvement opportunities • Facilitate and quarterback conversations to the correct Prompt teammates including but not limited to: data transfer questions, EDI questions, billing related questions, feature requests

• Onboard enterprise billing teams to train their entire RCM staff on billing best practices and support their smooth transition onto the platform • Assist sales as needed on the sales cycle for enterprise prospects • Assist in teaching submission, posting, invoicing, AR, etc best practices on Prompt to enterprise teams, and teams of other sizes as needs arise • Have a deep knowledge of Prompt Reporting, Industry Accounting and AR practices, and understanding of Excel and data analysis functions • Provide reporting training to teams of all sizes, particularly in the areas of accrual accounting, AR reporting, and RCM KPI data • Support client accounting and finance teams in learning to obtain necessary reporting from the Prompt reporting suite • Have a deep knowledge of the full revenue cycle and a baseline understanding of the role EDI/ERA plays. • Build relationships with enterprise billing teams • Understand unique team needs to help configure and develop workflows with their new EMR/PM system • Develop and maintain a deep understanding of our product offerings to effectively respond to incoming customer inquiries across our single-channel support system • Promote customer satisfaction and loyalty by understanding each customer’s unique (and evolving) needs, delivering value, and exceeding expectations • Provide guidance and expertise to billing success managers and interdepartmental partners

• Monitor our social channels and promptly address client inquiries • Multitask and navigate across multiple social media platforms • Proactively engage clients and contribute to growing Kraken’s social media voice and presence • Moderate our social communities • Excel in high-pressure work environments