Customer Success Manager

What we want to accomplish and why we need you

Suki is creating a new category in the health-tech space: the digital assistant. Our product will be the voice user interface for healthcare. What does that mean? Currently, doctors use electronic health record systems to take notes on patient encounters. This is a digital version of the paper charts that you may have seen in your doctor’s office or on TV. These systems can be hard to navigate and time-consuming to manage. Doctors would rather spend that time with patients. We are creating the solution. Doctors that use Suki already spend over 70% less time on administrative tasks, and we’re striving to do even better. Come and join us! 

We are a user-driven company and are committed to making sure every pixel of our product is in service of the doctor. We’re a team of technologists, clinicians, and industry experts working together to push the limits on technology used in medicine. We’re confident enough to move fast and talented enough not to break things. Check out this short video to learn more about our mission and our culture.

What will you do everyday?

As a member of the Customer Success team, your primary role is to drive the successful training and adoption of Suki in our major health system clients.  You will be responsible for providing At The Elbow training for our end users, and engaging with practice managers and IT support teams to ensure Suki users are set up for success.  You will work with Enterprise Customer Success Managers to ensure we are meeting strategic and tactical goals, including on-time, high-quality deployments and delivering on key client success metrics.  You will also be responsible for proactively identifying and driving the resolution of risks and issues that you encounter in the field, and for developing creative solutions that will best meet the needs of our clients. 

You are passionate about driving user engagement and adoption, and will collaborate with our team and Marketing on ways to optimize our approach.  You will also translate your learnings from training users into periodic business reviews and engage with our clients on opportunities to expand usage and increase the value of our partnership.  You will use data to measure the success of our deployments and to identify opportunities for deeper engagement.

As a startup, we are continuing to mature our processes as we scale and grow rapidly, and you are excited to thoughtfully drive process improvement efforts.  You will also represent the voice of the customer within Suki, and provide structured customer insights to our Product team to inform future innovation.  You are excited to join the fast-moving Suki team, and committed to excellence!

Ok, you're sold, but what are we looking for in the perfect candidate?

• Executive-Level Presence and Communications:  Ability to communicate both internally and externally with professionalism in person, on video, on the phone, and over email with C-level executives, providers and colleagues.
• User-focused: You are obsessed with the customer experience. You have an innate understanding of user behavior, and ensure users are receiving 100% quality service. 
• Customer Mindset: You find joy in providing At The Elbow training to clinicians on our products 
• Adaptability:  You thrive in a fast-moving organization that uses light-weight processes and cutting-edge technology to have a huge impact.
• High-Accountability:  You can be counted on to consistently deliver high-quality work while representing your team in the field.
• Detail Oriented: You need a high degree of attention to small details along with the ability to quickly iterate on our deployment playbooks and processes.
• Technical Skill: You will need to develop a deep understanding of our product and how it integrates with EMRs. You will  be able to incorporate this into your training approach for our enterprise clients and end users.
• Flexibility: You will need to work flexible hours based upon client’s and providers’ schedules in different time zones across the US.
• Travel:  You are willing to travel extensively (up to 75%, as needed) across the US to deploy our products.

Requirements:*

• 5+ years of enterprise customer facing experience within healthcare SaaS
• Exceptional communication, presentation, and conflict resolution skills
• Ability to think critically, prioritize effectively and communicate expediently
• Strong data analysis skills
• Creative problem solving skills
• Strong understanding of medical documentation and clinical workflows
• Proficient in Microsoft Office, Google Suite and Microsoft office.
• You are willing to travel extensively (up to 75%, as needed) across the US to deploy our products

Preferred:

• Candidates located in the Nashville, Houston, or Austin areas

Not sure if you meet all of the qualifications? We don’t expect every candidate to have done everything listed above, but you should be able to make a credible case that you meet most of the criteria and are ready for the challenge of adding new technologies to your résumé.

This position can be remote and supports team members with clients across the United States. You are welcome to visit and/or work out of our office in Redwood City, California. One week a year, we gather for a company-wide retreat. Quarterly, we gather for an in-person working session at/near our office.

Tell me more about Suki

• On a roll: Named by Fast Company as one of the most innovative companies, named Google’s Partner of the Year for AI/ML, named by Forbes as one of the top 50 companies in AI .
• Great team: Founded, managed, and backed by successful tech veterans from Google and Apple and medical leaders from UCSF and Stanford. We have technologists and doctors working side-by-side to solve complex problems.
• Great investors: We’re backed by Venrock, First Round Capital, Flare Capital, March Capital , and others. With our $55M Series C financing, we have the resources to scale.
• Huge market: Disrupting a massive, growing $30+ billion market for transcription, dictation, and order-entry solutions. Our vision is to become the voice user interface for healthcare, relieving the administrative burden on doctors instead of adding to it.
• Great customers: Our solutions are used in health systems and clinics across the country, supporting clinicians across dozens of specialties.  Check out what one of our users says about how Suki has helped his practice.
• Impact: You’ll make an impact from day one. You’ll join a team working towards a shared purpose with a culture built upon deep empathy for doctors and passion for making their lives better. 

 

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