Suki is creating a new category in the health-tech space with their digital assistant product. The Customer Success Manager will drive training and adoption of Suki in major health system clients, ensuring successful deployment and user engagement.
Responsibilities:
- Drive the successful training and adoption of Suki in our major health system clients
- Provide At The Elbow training for our end users
- Engage with practice managers and IT support teams to ensure Suki users are set up for success
- Work with Enterprise Customer Success Managers to meet strategic and tactical goals, including on-time, high-quality deployments
- Deliver on key client success metrics
- Proactively identify and drive the resolution of risks and issues encountered in the field
- Develop creative solutions to best meet the needs of clients
- Collaborate with the team and Marketing on ways to optimize user engagement and adoption
- Translate learnings from training users into periodic business reviews
- Engage with clients on opportunities to expand usage and increase partnership value
- Use data to measure the success of deployments and identify opportunities for deeper engagement
- Drive process improvement efforts as the company scales and grows
- Represent the voice of the customer within Suki and provide structured customer insights to the Product team
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
- 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
- Candidates located in the Nashville, Houston, or Austin areas