Customer Success Account Manager, Suki
$140-160k
Salary for CA candidates only
More information about location
AI-powered voice solutions for healthcare
Be an early applicant
AI-powered voice solutions for healthcare
101-200 employees
Be an early applicant
$140-160k
Salary for CA candidates only
More information about location
101-200 employees
Company mission
To lift the administrative burden from doctors, so they can focus on what matters.
Role
Who you are
- Results-driven: results matter, winning matters. You can achieve your goals with minimal supervision and processes. You can quickly assess how to reach your objectives and who can help you get there
- Executive presence and consultative approach: You exude confidence and integrity, have great listening skills, and can translate client’s needs and challenges into a strategy that aligns with them
- Customer Mindset: Manage your portfolio of customers and establish a role of trusted advisor, building relationships at all levels within the organization. Develop an understanding of Suki products and help customers adopt and leverage our products to meet their goals and business needs
- User-focused: You find joy in providing At-The-Elbow training to care providers on our products. You have an innate understanding of user behavior, and ensure users are receiving quality service
- 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 while representing your team in the field
- Strong strategic planning, problem-solving, critical thinking, decision-making and analytical skills
- Technical and clinical acumen necessary to carry meaningful conversations with IT and clinical folks
- User-centered: You are obsessed with the customer experience. You’re energized by talking to customers and you can’t wait to translate key consumer needs into business and product requirements. You have an innate understanding of user behavior
- Data Driven: You use metrics to drive decision making
- Self-starter: You are motivated by impossible challenges and energized by creating something new
- Process Oriented: Our customer care process will constantly need to be iterated on to ensure our users have the best experience possible, and you’re excited about this
- Adaptability: You thrive in a fast-moving organization that uses light-weight processes and cutting-edge technology to have a huge impact. Believe that “what got you here, won’t get you there”
- Rigor: You are detail oriented and hold others to a high standard
- 5+ years selling complex Healthcare IT SaaS to Healthcare Executives into small and medium-sized hospital systems, boutique clinics, and co-ops
- 5+ years of customer facing experience within healthcare SaaS (provider, PBM, Enterprise, or payer interface preferred)
- Experience leading through customer escalations, executive summaries, and presentations
- Demonstrated ability to develop strategies to convert competitive accounts
- Strong track record of meeting/exceeding sales targets
- Exceptional communication, presentation, and conflict resolution skills
- Willingness to travel 25% approximately a week per month
- Technical understanding of cloud services, EMR integration and understanding of SaaS solutions
- Familiar and adept with using Salesforce and Marketing CRMs
- Bachelor’s degree required
What the job involves
- This role requires you to support clients in the East and Central time zones
- You will help lead the charge growing our Small and Medium Business Segment
- Suki is growing and physicians are excited to learn about our solutions
- Your main objectives will be to focus on responding to, identifying, and closing new business opportunities, growing and expanding our footprint within existing small to medium business accounts and onboarding these users
- Building, cultivating and leveraging relationships in your targeted accounts to drive and uncover new business opportunities in your region
- Cultivating existing relationships while establishing new ones with key clinical/IT stakeholders
- Identifying new Suki users within the SMB/Groups in collaboration with your colleagues in Customer Success
- Work closely with Marketing on campaigns to target new users within SMB/Groups accounts
- Maintain accurate account funnel and forecast in SFDC
- As a member of the Customer Success team, your role is to also own and manage a portfolio of SMB/Group customers and drive the successful training and adoption of all segments of Suki users
- You will be responsible for engaging with external parties such as customer teams, practice managers, and IT support teams to ensure Suki and users are set up for success
- You will also be responsible for proactively identifying and driving the resolution of risks and issues that you encounter in the field, and for developing creative solutions that will best meet the needs of our customers
- We’re looking for a detail-oriented and process-driven Customer Success Account Manager who will be responsible for ensuring our Group customers thrive with Suki’s products
- The Customer Success Account Manager is responsible for cultivating and maintaining strong relationships within assigned accounts ensuring high levels of customer satisfaction and recognition of ROI, leading to strong renewals and growth opportunities
- You will also translate your learnings from training users into periodic business reviews and engage with our customers on opportunities to expand usage and increase the value of our partnership
- You will use metrics, regular interaction, and other attributes to maintain an accurate gauge of customer health, continuously working to improve/maintain a healthy state, measure the success of our deployments, and identify opportunities for deeper engagement
- This individual will also take the lead in identifying and solving for customer barriers
- They will be responsible for escalations and assuring a strong voice of the customer to internal Suki stakeholders
Our take
For medical practitioners, so much time is spent on paperwork, time that could be better spent looking after patients. Suki aims to solve this problem by using natural language processing and machine learning technologies to create powerful AI voice solutions specifically aimed at healthcare professionals.
Suki integrates with major EHR systems, recording conversations and notes, and using the data to complete paperwork automatically. Suki states that by using this system, time spent taking notes can be reduced by around 75% which converts into a 12% increase in time spent with patients. Providing software free of charge also acts as a great way to get product feedback and act as a marketing tactic should healthcare professionals enjoy using their technology.
The company raised series C funding in 2021 that has funded a number of strategic investments that will ultimately lead to an expansion of its customer base through new partnerships with health systems and medical groups. 2022 saw Suki increase its uses by 7x, all whilst implementing updates and upgrades to its products. In 2023, it achieved greater industry recognition with the hiring of Dr Stephen Kahane to its board of directors, known for advising and investing in successful MedTech outfits such as Datavant and Signify Health.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 4 rounds)
Oct 2024
$70m
SERIES D
Dec 2021
$55m
SERIES C
Total funding: $165m
Company benefits
- Full healthcare benefits, including medical, vision, and dental
- Unlimited vacation
- Team building activities
- Free lunch and snacks, so that there is ample fuel for thought
- A team of warm, humble, high-performance entrepreneurs
Company values
- Be doctor-centric
- Build beautiful products
- Be focused
- Embrace all thoughts & backgrounds
- Think big, think long-term
- Launch & iterate
- Be a team of champions
- Walk the right path
Company HQ
Staumbaugh Heller, Redwood City, CA
Articles
Leadership
Punit Singh Soni
(CEO)Punit worked for Google as their Lead Product Manager for Google+ Games and Mobile. They then went onto work for Motorola in Product Management before co-founding Suki.
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