Customer Engagement Manager

Conduit builds AI software for skilled nursing facilities. The Customer Engagement Manager owns customer accounts end to end, including onboarding facilities, training staff, resolving support issues, and improving account health and product value.

Responsibilities:

• Onboarding. Take new facilities from signed contract to fully up and running
• Training. Run role-based sessions for facility staff, one-on-one and in groups
• Support. Be the first stop when a facility needs help, and work with engineering on anything you can’t solve yourself
• Account health. Check in regularly, understand how each facility uses Conduit, and work with facility and regional leaders to get more out of it

Requirements:

• Take initiative without being asked
• Want feedback and act on it
• Are comfortable building processes while you run them
• Follow through until the work is done
• Write clearly
• 2+ years in customer success, implementation or account management
• Hands-on onboarding experience, taking customers from signed contract to go-live
• Comfort learning technical systems well enough to troubleshoot them and explain them simply
• Sound judgment with sensitive information, including patient data
• Skilled nursing or post-acute experience (admissions, MDS, or a vendor serving SNFs)
• PointClickCare experience
• Startup or early CS hire experience
• HubSpot or a similar CRM
• Experience with multi-facility organizations