Clinical Success Manager

Summary

Join SafelyYou, a rapidly scaling AI company focused on improving care for those with Alzheimer's and dementia, as a remote Clinical Success Manager. This role is crucial in managing customer accounts, driving technology adoption, and ensuring positive outcomes. You will be responsible for managing customer relationships, providing training and support, and collaborating with various stakeholders. The ideal candidate possesses strong project management skills, clinical expertise in falls management, and exceptional communication abilities. This position offers a competitive compensation package, including fully paid employee premiums for Medical, Dental, and Vision, 401k, monthly stipends, unlimited PTO, and growth potential. SafelyYou values diversity and inclusion and encourages applications from all qualified individuals.

Requirements

• Bachelor’s or Master’s degree
• Minimum of 5+ years experience as a Customer Success Manager 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 present and explain our technology to a wide range of audiences - from C-Suite to clinical to families and non-technical audiences
• Ownership mentality for our customer’s success throughout the lifecycle of assigned accounts
• 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
• Willingness to travel up to 25% of the time - ideally with your own vehicle to our community locations

Responsibilities

• Successfully and effectively manage customer accounts to drive adoption of technology, fall prevention culture and fall reduction interventions, leading to contract conversions, renewals, expansions and high opt-in rates across account portfolio
• Effectively communicate with various levels of stakeholders within an account serving as the main point of contact between SafelyYou and community locations
• Support communities throughout pilot period, coordinating and leading weekly fall huddles, discussing opt-in/consent strategies, creating user accounts, performing clinical review of fall events and providing technical platform support
• 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, serving as he primary conduit for communication of customer suggestions, systems issues and future product growth
• Collaborate and create various SafelyYou materials to support fall programs for customers and marketing support
• Effectively conduct zoom training sessions for community marketing/sales departments, family info sessions as well as staff training of system platform
• Professionally represent SY to the healthcare industry and other business partners through zoom webinars, conferences, and corporate meetings
• 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
• Work cross-functionality with other SY departments: AI, engineering, sales / marketing, implementation, billing and operations to ensure customers needs are met as well as meeting organization goals, and budgets

Benefits

• A mission-driven company culture
• Fully remote
• 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