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Suki · 3 months ago

Enterprise Customer Success Manager

United States

Full-time

Remote

Senior Level, Lead/Staff

$150K/yr - $180K/yr

8+ years exp

Suki is a leading technology company that provides AI voice solutions for healthcare. The Enterprise Customer Success Manager will drive the successful implementation and adoption of Suki's solutions with major health system clients, ensuring strong client relationships and alignment with key success metrics.

Artificial Intelligence (AI)Health CareMachine LearningNatural Language ProcessingSoftware

Responsibilities

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

You will be focused on expanding revenue within our existing customer base, overseeing competitive renewals, upsells and cross-sells, and driving commercial strategy in collaboration

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

You are obsessed with the customer experience. You can translate key consumer needs into business and product requirements

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 EMRs

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

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

Qualification

Enterprise customer experienceHealthcare SaaSBusiness acumenProject managementMedical documentation knowledgeCommunication skillsCreative problem solvingMicrosoft Office proficiencyGoogle Suite proficiencyConflict resolution skillsDetail orientedAdaptabilityFlexibility

Required

8+ 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 project management skills

Strong business and financial acumen; can confidently manage commercial levers, pricing strategies, and complex negotiations

Experience managing large, multi-stakeholder programs

Creative problem solving skills

Strong understanding of medical documentation and clinical workflows

Proficient in Microsoft Office, Google Suite and Microsoft office

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

Ability to analyze customer metrics, craft high-impact client presentations, and drive rapid progress against our goals

Ability to develop and maintain strong relationships with key client stakeholders, and ensuring that Suki is delivering exceptionally well on key success metrics

Ability to ensure strategic and tactical alignment, and manage on-time delivery across all functional areas with our clients and your Suki colleagues

Ability to proactively identify and drive the resolution of risks and issues, and develop creative solutions that will best meet the needs of our clients

Ability to manage the onboarding process overall for your designated clients, and be responsible for conducting the onboarding for many enterprise end users

Ability to improve existing processes and develop new approaches to create high levels of client and user satisfaction

Ability to engage with Marketing on opportunities to increase user engagement and provide structured customer insights to our Product team to inform future innovation

Ability to work flexible hours based upon client's and providers' schedules in different time zones across the US

Willingness to travel extensively (up to 50% on average, as needed) across the US to deploy our products