Customer Success Manager

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