Company Description

At TheraDriver, we are on a mission to revolutionize Autism Care. We empower both autism care clinics and parents of autistic children by providing exceptional technology and services including; AI-Enabled Scheduling, Family Care Groups, Behavior Technician (RBT) Training, Parent Care & Coaches, Care Operations Analytics and AI-Powered Treatment Plans. Based in San Francisco, CA, our goal is to optimize clinical operations and improve client outcomes.

Role Description

As a TheraDriver Technical Program Manager you will be responsible for managing a book of business, onboarding and training clients, and technical project management of software implementations. This is an exciting and fast-paced role that gives you the autonomy to build deep, lasting client relationships with exceptional providers around the country. The ideal candidate will have a combination of business and technical skills with previous account management, training, and project management experience. If you find yourself great at translating between technical teams and business teams, this role is for you!

You will use your expertise leading previous software implementations to work directly with TheraDriver B2B Clients to ensure they are set up for success. From client discovery through account management, you will be an account owner for B2B TheraDriver clients, providing exceptional customer service and ensuring each client’s business needs are met throughout their life cycle.

Key Roles & Responsibilities

• Lead Client Discovery - You will lead Client Discovery to identify specific use cases and business challenges that define a customized setup of the TheraDriver software.
• Create Launch Plans - You will create launch plans for B2B Customers, managing the data onboarding, training and customization workflows.
• Training and Onboarding - You will onboard and train the clients to successfully utilize the software. You will deeply understand your Client’s business needs and customize your training plan to ensure they achieve their business goals through its use.
• Project Management of Client Implementation - You will project manage all open action items related to implementation launches. This will include managing your own tasks, tasks of the client, as well client-related tasks for the Product and Engineering Team.
• Relationship Management - You will build relationships across each organization, from Executives to Individual contributors, your authenticity and transparency will build trust as you establish yourself as a key business partner.
• Customer Support - You will take ownership and ensure all open issues are resolved promptly for your Clients either through you directly, or by another TheraDriver Team member.
• Root Case Analysis - When there are software or business issues, you will conduct a root cause analysis to understand the source of the problem and recommend solutions to resolve it.
• Account Management - You will manage your book of business, by understanding the health of every customer. You take the time to invest and prepare for every interaction with every user.
• Risk Management - You will use your foresight to see problems before they occur, and mitigate potential risks before they escalate.
• Business Analytics - You will review the analytics of each of your customers and are able to understand and explain the software’s positive impact on their business metrics

In the First 30 Days

• Meet the Team and learn about the Company Mission.
• Acquire an exceptional knowledge of the TheraDriver software end-to-end, understanding all its key features, as well as nuanced edge cases. You will know the software better than any Customer Power Users.
• Shadowing existing Customer Leads, understanding what drives success with our Clients.
• Meet your Customers and start to build trusted relationships.
• Jump into the Client Issues queue, answering and resolving a wide range of open issues.
• Plan and execute your first software implementation.
• Dive deeper into the Autism Care Industry.

In the First 90 Days

• Achieve a 5 Star Customer NPS Score.
• Know the health scores of every one of your Account’s users by heart.
• Achieve your Book of Business revenue goals!
• Alongside the Product and Engineering Team, log and prioritize open issues and feature requests, spotting trends and crafting product recommendations that will make a difference in the lives of our users.

In the First Year

• Take on new key business initiatives under the Executive Team’s leadership
• Reflect on all the milestones of being part of one of the fastest growing companies in the industry!

Qualifications

• East coast-based, remote position (Clinic hours often start at 7am EST)
• Exceptional attention to detail
• Excellent technical ability -- can understand software and explain it to customers
• Strong coach-mindset, can teach customers with incredible patience and empathy
• Strong verbal and written communication
• Excitement and urgency to build something amazing with our team
• Experience in Customer Experience, Account Management or related experience
• Excellent interpersonal skills and ability to build relationships

This is a remote position. We cannot sponsor international candidates at this time. For more information, contact us at info@theradriver.com.