Senior Manager of Technical Field Support, Suki
$165-175k
More information about location
Office located in Redwood City, CA
AI-powered voice solutions for healthcare
Be an early applicant
AI-powered voice solutions for healthcare
201-500 employees
Be an early applicant
$165-175k
More information about location
Office located in Redwood City, CA
201-500 employees
Company mission
To lift the administrative burden from doctors, so they can focus on what matters.
Role
Who you are
- You are excited to join the fast-moving Suki team, and committed to excellence!
- 5+ years of technical support management experience
- 10+ years of enterprise customer facing experience within healthcare SaaS
- 10+ years of experience in application development and/or support
- Healthcare IT consulting experience strongly preferred
- Advanced technical understanding of software development kits (SDKs), cloud services, EMR integration and SaaS solutions
- Strong knowledge of APIs and healthcare data standards
- Exceptional communication, presentation, and conflict resolution skills
- Ability to think critically, prioritize effectively and communicate expediently
- Creative problem solving skills
- Understanding of advanced network architectures, networking domain, Kubernetes, and deploying containerized services on Google Cloud platform would be preferred
- Analytical skills and experience with tools/processes needed for data-driven decision-making, including SQL, Python, etc
- Proficient in Google Suite, JIRA, Support ticketing systems, chat software (Intercom preferred)
- Understanding of medical documentation and clinical workflows preferred
- Living in the Pacific Time or Mountain Zones is preferred as working west-coast hours will be required
What the job involves
- As Senior Manager of Technical Field Support you will be the first line of defense for our customers who need support
- Your goal is straightforward: ensure our customers are always happy and supported
- You will ensure that all issues or questions that our customers have are addressed immediately (either by you or the Technical Support team)
- You will be the central hub for any bug, issue, question, or feature request that comes from either our external or internal customers
- You will lead by influence and be a role model for tech support analysts, leads, and managers
- The role will also work with customer success, operations, engineering and product and will work to solve, triage, and escalate all customer issues and feedback
- Partnering with Customer Success, you will be responsible for partner-facing communications, including but not limited to escalations, leading troubleshooting sessions, and release notes
- Internally, this entails close collaboration with Customer Success, Product, and Engineering to track and facilitate success for our partners and customers
- You will also be a “player-coach” member of the tech support team, working hands-on with L1 through L3 tickets
- You will also be responsible for improving existing processes and developing new approaches to create efficiencies
- This role will also include strong Project Management skills, including creating and maintaining project plans where appropriate, and ensuring any projects are completed with efficiency and on time
- Technical Skills: You will need to have a strong understanding of agile software development processes, technical roadmap terminology, and Suki’s technology. You will also know how to establish and drive repeatable and efficient processes for successful collaboration with Suki’s partners
- Leadership: You will drive action in cross-functional settings and influence stakeholders both internally and externally. You are able to deal with ambiguity
- 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 executives, providers and colleagues
- Organization: Utilize JIRA for issue reporting, status, escalation, and task management in collaboration with the Engineering team. Utilize organizational tools for project tracking and status reports
- Project Management: Establish and maintain project plans when appropriate, connect cross-functional counterparts, regularly report on progress, and escalate potential issues. You will also facilitate process improvements to achieve on-time and on-target delivery, including but not limited to addressing process gaps around execution, identifying dependencies and implementing processes for risk mitigation
- 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 and results
- Customer-focused: You are obsessed with the customer experience. You can translate complex issues into concrete action plans. You aim to ensure partners and customers 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 playbooks and processes
- Travel: You are willing to travel as needed for onsite engagements with Suki’s partners and customers up to approximately 20% of the time
- Flexibility: You will need to work flexible hours based upon client’s and providers’ schedules in different time zones across the US
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 translates 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 as a marketing tactic, should healthcare professionals enjoy using their technology.
The company raised series C funding in 2021, which 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 2024, it raised an impressive series D round, with which it will bolster its preexisting partnerships and enhance its products.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
21% employee growth in 12 months
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 HQ
Staumbaugh Heller, Redwood City, CA
Leadership
Punit Singh Soni
(Founder & 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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