Clinical Success Associate

Summary

Join SafelyYou as a Clinical Success Associate and drive adoption and outcomes leading to renewals, expansion, and advocacy across account portfolio in a fast-paced, technology-driven environment.

Requirements

• Associates or Bachelor’s degree
• Current licensure as LVN, OTA or PTA is required
• Experience as a Customer Success Associate or equivalent in a healthcare setting, preferably in a healthcare SaaS startup environment
• Experience in senior care healthcare environments communicating with various departments and leadership (Memory care, AL/IL, SNF)
• Passionate about SafelyYou’s mission and our technology
• Clinical expertise in falls management, root cause analysis, and interventions
• A high level of accuracy and attention to detail
• Ability to multitask across accounts, platforms and departments handling fast moving communication and precision follow up
• Calm and professional demeanor when under high pressure and multiple competing deadlines
• Exceptional active listening skills and effective communication to ensure stakeholders needs are being met and supporting trust in our technology and outcomes
• Proactive about anticipating and addressing issues before they arise
• Strong organizational skills with the ability to deliver on multiple projects at a time
• Demonstrated ability to wear many hats, manage ambiguity, and apply problem-solving skills
• Team player and willingness to support cross-functionally to ensure customer satisfaction over lifecycle of the account
• Ability to work remotely in an environment with minimal disruptions to lead/host customer calls via zoom
• Excellent interpersonal skills, building and maintaining relationships
• Technology savvy with expertise using G Suite, Office 360, Zoom, HubSpot, Slack and other online platforms

Responsibilities

• Coordinating and leading weekly fall huddles
• Facilitating customer outcomes through ongoing analysis of data
• Professionally field customer/family questions or concerns to overcome/manage objections to build trust in our service technology
• Cultivate a confident and engaged community partnership to drive retention and growth by demonstrating value in the technology and expertise in falls management
• Onsite community support for training, engagement in platform use, and improving fall response outcomes per customer needs
• Developing and refining customer-facing training materials, answering questions, and troubleshooting technology
• Collaborate and create various SafelyYou materials to support fall programs for customers and marketing support
• Foster customers/accounts that can further support the growth of SY through shared publications, media content, co-presenting at conferences, or as a business reference (e.g. testimonials, case studies)
• Represent the voice of the customer to improve our sales process and product roadmap

Benefits

• Competitive salary & benefits, including fully paid employee premiums for Medical, Dental, and Vision
• 401k Program
• Monthly Education, Well-being & WFH stipends
• Unlimited PTO
• Growth Potential
• Company Retreats
• Medical & Family/Parental Leave