Enterprise Customer Success Manager

Summary

Join Suki, a leading technology company providing AI voice solutions for healthcare, as an Enterprise Customer Success Manager. Drive successful implementation and adoption of Suki's AI assistant with major health system clients. Develop and maintain strong relationships with key stakeholders, ensuring Suki delivers on key success metrics. Manage on-time delivery across functional areas, proactively identify and resolve risks, and develop creative solutions. Manage client onboarding, conduct end-user training, and present periodic performance reviews. Analyze customer metrics, craft client presentations, and drive progress toward goals. Improve existing processes, develop new approaches for high client satisfaction, and engage with marketing and product teams. This role requires executive-level communication, adaptability, high accountability, user focus, attention to detail, technical skill, and flexibility. Travel up to 50% is required.

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
• Developing and maintaining 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
• Throughout the client relationship, you will present periodic performance reviews and engage with our clients on opportunities to expand usage and value in partnership
• You are able to analyze customer metrics, craft high-impact client presentations, and drive rapid progress against our goals
• As part of our growing Customer Success team, you will also be responsible for improving existing processes and developing new approaches to create high levels of client and user satisfaction
• You will also engage with Marketing on opportunities to increase user engagement and provide structured customer insights to our Product team to inform future innovation
• Executive-Level Presence and Communications: 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
• Adaptability: You thrive in a fast-moving organization that uses light-weight processes and cutting-edge technology to have a huge impact
• High-Accountability: You can be counted on to consistently deliver high-quality work
• User-focused: You are obsessed with the customer experience. You can translate key consumer needs into business and product requirements. You have an innate understanding of user behavior, and ensure users are receiving 100% quality service
• 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
• Technical Skill: You will need to develop a deep understanding of our product and how it integrates with EMRs. You will be able to translate that into education to our enterprise clients and end users
• Flexibility: You will need to work flexible hours based upon client’s and providers’ schedules in different time zones across the US
• Travel: You are willing to travel extensively (up to 50% on average, as needed) across the US to deploy our products

Preferred Qualifications

Prior consulting experience

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
• In compliance with the State of California Pay Transparency Law, the base salary range for this role is between $135,000 - $165,000 in CA