Customer Success Onboarding Specialist at Suki
What we want to accomplish and why we need you
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.
What will you do everyday?
As a member of the Customer Success team, your primary role is to drive the successful training and adoption of Suki within our clients. You will be responsible for providing At-The-Elbow and virtual training for our end-users, and engaging with practice managers and IT support teams to ensure Suki users are set up for success. You will work with Customer Success Managers to ensure we are meeting strategic and tactical goals, including on-time, high-quality deployments, and delivering on key client 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 users. You are passionate about driving user engagement and adoption, and work cohesively with other onboarding team members to deliver an optimal onboarding experience.
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 will also represent the voice of our user within Suki, and provide structured insights to our team to inform future innovation. Last but not least, you are excited to join the fast-moving Suki team, and committed to excellence!
Ok, you're sold, but what are we looking for in the perfect candidate?
User experience obsessed:
You have an innate understanding of user behavior, and ensure users are receiving 100% quality service.
Relationship Pro:
You can quickly build rapport and maintain strong relationships with users. You find joy in training users on our products.
Strong Technology Chops:
Knowledge of, comfort, and experience using a variety of technology platforms, to include but is not limited to Android, iOS, Windows, TestFlight. You are able to quickly adapt yourself to new update technical environments for virtual or ad-hoc training initiatives and add new products as needed.
Presence and Communication:
Ability to communicate both internally and externally with professionalism in person, on video, on the phone, and over email with providers, colleagues, and vendors.
Adaptability and Resilience:
You thrive in a fast-moving organization that uses light-weight processes and cutting-edge technology to have a huge impact. In challenging moments, you handle these situations effectively, with patience and empathy
High-Accountability:
You can be counted on to consistently deliver high-quality work.
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.
Travel:
Your primary focus will be remote, virtual training sessions, however, you are also willing to travel extensively (up to 75%, as needed) across the US to support our users.
Flexibility:
You may need to work flexible hours based upon your clients’ and team’s schedules in different time zones across the US.
Minimum qualifications:
5+ years working in a healthcare or healthcare SaaS environment
Exceptional written and verbal communication skills
Ability to think critically, prioritize effectively, and communicate expediently
Strong project coordination skills
Creative problem solving skills
Proficient in Google Suite and Microsoft office
Fantastic organizational skills and great follow through on tasks with attention to detail
Growth-mindset to learn new skills in a fast-paced environment
Preferred qualifications:
Direct experience training clinical end users on new technology