Shyld AI builds physical AI agents for hospitals to improve operational efficiency, safety, and infection prevention. The Customer Success & Deployment Manager will be responsible for ensuring the success of deployments by coordinating installations and ensuring customers derive value from the systems. This role involves cross-functional collaboration across operations, customer success, and hardware/software deployment.
Responsibilities:
- Plan and coordinate device installations with hospitals and internal teams
- Manage part-time installers or local contractors
- Ensure site readiness (power, placement, access, connectivity)
- Execute and improve installation checklists and SOPs
- Validate successful deployments (hardware + dashboard + data)
- Serve as the primary point of contact during onboarding
- Train hospital staff on system usage and workflows
- Ensure customers are actively using Shyld after deployment
- Identify gaps in usage and proactively address them
- Collect feedback and surface insights to product and engineering teams
- Monitor deployed devices for uptime and issues
- Investigate and coordinate resolution of: connectivity issues, device downtime, misconfigurations
- Track recurring issues and escalate patterns
- Build and improve deployment and onboarding processes
- Create documentation, playbooks, and checklists
- Improve installation speed, quality, and reliability
- Support logistics, device readiness, and replacement workflows