Therapy Brands is the leading healthcare technology partner for mental, behavioral, and rehabilitative therapy. Our purpose-built and all-in-one practice management, data, and billing solutions drive exceptional clinical and financial outcomes. 

Thousands of therapy practices rely on us as a trusted partner, to make their lives simpler and more efficient, improve revenue, and enable them to focus on patient care.

For more information, explore our solutions at therapybrands.com. 

The Customer Experience Program Analyst will support the program manager to drive business results across the Therapy Brand companies through programs that will improve churn, revenue retention, and customer engagement. The candidate will assist in significantly enhancing customer experience to provide more meaningful analyses & process improvements. This person will also obtain a deep understanding of our operational processes.

PRIMARY RESPONSIBILITIES OF THIS POSITION

The Customer Experience Analyst is responsible for supporting the Program Manager Customer Success team through data analysis, reporting, documentation, and execution of customer experience intiatives.

• Process Improvement – take the data collected, transform into information, and help identify and drive process opportunities to improve customer experience. Work with the Program Manager Customer Success to create and execute a roadmap for the team and mechanisms to create program efficiencies. Collaborate cross functionally with Team’s directors in formalizing playbooks for both internal processes and operational flows with Sales, Support, Account Management, Marketing, Product, and Development and Operations teams. 
• Customer Satisfaction - Analyze NPS and retention data to drive plans for improvement. 
• Retention - Consult in the creation of KPIs to monitor retention and churn of our customer base. 
• Risk management - Create and drive churn detection and risk mitigation programs by leveraging various touchpoints across the customer lifecycle.  
• Measure effectiveness of customer experience initiatives – Help define and evolve predictive operational metrics for the team by establishing tracking metrics and continuous feedback with cross functional partners. Collaborate with the executive team to inform decision-making with critical success metrics.

• Four-year college degree in Business, Industrial Engineering or relevant business experience required
• You are customer-oriented and strive to create exceptional customer experiences at scale through multiple teams and resources.
• You are extremely analytical: you can take a problem, analyze it, break it down into smaller blocks, and address those without losing sight of the big picture.
• You are passionate about creating order by building and operationalizing processes, both within a team and cross functionally.
• You are passionate about documenting everything. You don’t believe in knowledge that sits in people’s head, and work tirelessly to ensure everything is documented and easily accessible.
• You are experienced with both qualitative and quantitative tasks and leveraging data.

All your information will be kept confidential according to EEO guidelines.

At Therapy Brands, Diversity, Equity, Inclusion, and Belonging aren’t just words. We celebrate what makes us unique, foster an ecosystem of inclusion for all and harness our talents to promote diversity of thought and action in everything we do.

We instill Diversity, Equity, Inclusion, and Belonging into the fabric of our CARING culture and business, as we strive to be recognized not only as the leader in healthcare technology, but also for our intentional efforts to promote a diverse community. ​

​We will champion non-discriminatory practices throughout the employee and customer lifecycle; caring for every person regardless of race, national origin, color, religion, disability, sex, orientation, or familial status. 

Therapy Brands is an equal opportunity employer.