Enterprise Customer Success Manager

Summary

Join Suki, a leading AI voice solutions company in healthcare, as an Enterprise Customer Success Manager. You will drive successful implementation and adoption of Suki's AI assistant with major health system clients. This role involves building strong client relationships, ensuring on-time delivery, and proactively resolving issues. You will manage client onboarding, present performance reviews, and identify opportunities for expansion. Furthermore, you will contribute to process improvement, collaborate with marketing and product teams, and possess executive-level communication skills. The position offers remote work flexibility and opportunities to work from the Redwood City office.

Requirements

• 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
• 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

Responsibilities

• Drive the successful implementation, deployment and adoption of Suki with our major health system clients
• Develop and maintain strong relationships with key client stakeholders, and ensuring that Suki is delivering exceptionally well on key success metrics
• Ensure strategic and tactical alignment, and manage on-time delivery across all functional areas with our clients and your Suki colleagues
• Proactively identifying and driving the resolution of risks and issues, and developing creative solutions that will best meet the needs of our clients
• Manage the onboarding process overall for your designated clients, and be responsible for conducting the onboarding for many enterprise end users
• Present periodic performance reviews and engage with our clients on opportunities to expand usage and value in partnership
• Analyze customer metrics, craft high-impact client presentations, and drive rapid progress against our goals
• Improve existing processes and developing new approaches to create high levels of client and user satisfaction
• Engage with Marketing on opportunities to increase user engagement and provide structured customer insights to our Product team to inform future innovation
• Communicate both internally and externally with professionalism in person, on video, on the phone, and over email with C-level executives, providers and colleagues
• Thrive in a fast-moving organization that uses light-weight processes and cutting-edge technology to have a huge impact
• Consistently deliver high-quality work
• Be obsessed with the customer experience. Translate key consumer needs into business and product requirements. Have an innate understanding of user behavior, and ensure users are receiving 100% quality service
• Maintain a high degree of attention to small details along with the ability to quickly iterate on our deployment playbooks and processes
• Develop a deep understanding of our product and how it integrates with EMRs. Be able to translate that into education to our enterprise clients and end users
• Be willing to travel extensively
• Work flexible hours based upon client’s and providers’ schedules in different time zones across the US

Benefits

• This position can be remote and supports team members with clients across the United States
• You are welcome to visit and/or work out of our office in Redwood City, California
• One week a year, we gather for a company-wide retreat
• Quarterly, we gather for an in-person working session at/near our office
• Base salary range for this role is between $135,000 - $150,000 in CA