Customer Success Manager (Remote) at Suki

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.

As a member of the Customer Success team, your primary role is to own and manage a portfolio of Provider Group customers and drive the successful training and adoption of all segments of Suki users. You will be responsible for engaging with external parties such as customer teams, practice managers, and IT support teams to ensure Suki and users are set up for success. You will work to ensure we are meeting strategic and tactical goals, including on-time, high-quality deployments, and delivering on key customer 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 customers.

We’re looking for a detail-oriented and process-driven Customer Success Manager who will be responsible for ensuring our Group customers thrive with Suki’s products. The Customer Success Manager is responsible for cultivating and maintaining strong relationships within assigned accounts ensuring high levels of customer satisfaction and recognition of ROI, leading to strong renewals and growth opportunities. You will also translate your learnings from training users into periodic business reviews and engage with our customers on opportunities to expand usage and increase the value of our partnership. You will use metrics, regular interaction, and other attributes to maintain an accurate gauge of customer health, continuously working to improve/maintain a healthy state, measure the success of our deployments, and identify opportunities for deeper engagement. This individual will also take the lead in identifying and solving for customer barriers. They will be responsible for escalations and assuring a strong voice of the customer to internal Suki stakeholders.

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 are also excited to join the fast-moving Suki team, and committed to excellence!

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.

Manage your portfolio of customers and establish a role of trusted advisor, building relationships at all levels within the organization. Develop an understanding of Suki products and help customers adopt and leverage our products to meet their goals and business needs.

You find joy in providing At-The-Elbow training to care providers on our products. You have an innate understanding of user behavior, and ensure users are receiving quality service.

Adaptability: You thrive in a fast-moving organization that uses light-weight processes and cutting-edge technology to have a huge impact.

You can be counted on to consistently deliver high-quality work while representing your team in the field.

You need a high degree of attention to small details along with the ability to quickly iterate on our deployment playbooks and processes.

You will need to develop a deep understanding of our product and how it integrates with various EMRs. You will be able to incorporate this into your approach for our customers and end users.

You will need to work flexible hours based upon customer’s and providers’ schedules in different time zones across the US.

You are willing to travel extensively (up to 50%, as needed) across the US to deploy our products.

5+ years of customer facing experience within healthcare SaaS (provider, PBM, Enterprise, or payer interface preferred)

Experience leading through customer escalations, executive summaries, and presentations

Exceptional communication, presentation, and conflict resolution skills

Ability to think critically, prioritize effectively, and communicate expediently

Strong project management and data analysis skills

Creative problem solving skills

Strong understanding of medical documentation and clinical workflows

Proficient in Microsoft Office, Google Suite and Microsoft office