Remote (US)
About Us
Owl Practice Suite is a collection of SaaS products, specifically designed for mental health professionals, including Owl Practice and Zencare Practice Management, Psyquel and Reimbursify, and Zencare Marketing. Our comprehensive suite of features and products streamlines both the administrative and clinical tasks faced by mental health practices. We pride ourselves on our customer-centric approach, ensuring a seamless experience for our customers throughout onboarding, implementation, and ongoing support and service.
About the Role
We’re looking for a candidate who’s excited to help Owl Practice Suite make a meaningful impact in the mental healthcare landscape. The ideal candidate will have a passion for delivering world-class service, as well as experience in SaaS, Customer Success, and Support. This position requires an Eastern Time Zone workday, Monday – Friday with occasional non-standard hours during the week or on weekends as needed to support team members and customers during these time periods. A strong, reliable internet connection is required for this role, and from time to time you will be asked to travel for in-person professional development and/or company events.
Daily responsibilities include, but are not limited to:
- Build and lead a team of Customer Advocates working support inquiries to ensure a world-class customer experience.
- Prepare and submit regular reports on customer inquiries, resolutions, and customer feedback.
- Develop retention programs and strategies, including identifying at-risk customers as well as creating and managing retention tactics. Analyze customer behavior and churn drivers to proactively identify at-risk customers.
- Become an expert in the full suite of Owl Practice Suite products, particularly Zencare Marketing, and use critical thinking to support customers in making full use of their membership.
- Lead efforts to proactively ensure account renewals, upgrades, and success of a network of providers and therapy
–seekers. This will require collaborating across Operations, Product, Sales, and Marketing teams. - Implement strategies to directly impact our first response times, resolution times, CSAT, and retention goals.
- Monitor performance and provide coaching by
- Build and maintain strong customer relationships, serving as a primary point of contact for assigned accounts.
- Identifying opportunities for account growth through upselling, cross-selling, and renewals by understanding customer needs, developing strategic account plans, resolving issues, coordinating with internal teams, and analyzing account performance (customer health metrics).
- Resolve issues by acting as an escalation point for complex or sensitive customer support and billing inquiries.
- Collaborate with peers, staff, and senior leaders across the business to ensure we continue to improve our customers’ experience.
Other duties may come up as required, requested, or assigned based on the changing needs of the team and the business.
What you bring:
- Excellent people management skills: Skills in leadership, coaching, delegation, collaboration, and performance management. Lead, train, and mentor team.
- Strong problem-solving ability: You’re quick to analyze a situation, think of possible outcomes, and ensure a solution that leaves all Ts crossed and Is dotted. You’re a natural “fixer,” willing to think outside of the box to win back a customer and contribute to the success of the team.
- Metrics mindset and strategic thinking: You thrive in an environment where performance outcomes are clearly measured and have an ability to use data to inform business strategy, identify trends, and develop innovative solutions.
- Stellar organization: You’re highly organized and able to effectively prioritize. You always meet deadlines and follow through on commitments.
- Team Mindset: An understanding that as a leader building a team beyond your direct reports ensures the best client experience.
- Confident written and verbal communication skills: You are comfortable presenting ideas and data to customers and coworkers and can use your interpersonal skills to build relationships virtually.
- Proven experience: A track record in billing, accounts receivable, and customer retention management is essential.
- Passion for Owl Practice Suite’s mission: You are passionate about mental health and increasing access to quality mental health care.
Other Technical Qualifications Include:
- Bachelor’s Degree from an accredited college or university
- Proficiency in using MS Office applications, and confidence with managing computer-based programs, applications, and toolsets simultaneously (e.g., Slack, Jira, HubSpot, Zendesk, Stripe, etc.)
We Offer:
- A flexible work-from-home environment
- Weekly virtual team meetings and a supportive, passionate team
- Growth opportunities with a team of passionate, loyal, and health-minded coworkers
- Positive social impact and daily interactions with mental health care providers
Additional Information
We prioritize skill and dedication over experience, but relevant experience in the mental health world is highly valued. If you have experience managing a mental health practice, a CS group in support of a SaaS platform, we want to hear from you. This role involves telecommuting. You must be able to work remotely from a professional and quiet environment.
Don’t meet every requirement? Studies have shown that women, communities of color and historically underrepresented talent are less likely to apply to jobs unless they meet every single qualification. At Owl we are dedicated to building a diverse, inclusive and authentic workplace. So, if you’re excited about this role but your experience doesn’t align perfectly with every qualification in the job description, we strongly encourage you to apply. You just may be the right candidate for this role.
Owl Practice Suite is an equal opportunity employer. We do not discriminate based on race, ancestry, religion, color, national origin, gender, sexual orientation, gender orientation or expression, political belief, age, marital status, or disability status. Owl Practice Suite is committed to fostering a culture of belonging, which includes ensuring an accessible work environment and employment practices. If you require accommodation in completing any pre-employment assessments or applications, interviewing, or otherwise participating in the recruitment process, please email careers@owlpracticesuite.com.