Clinical Success Manager

SafelyYou

5h • Remote

About The Position

SafelyYou’s passionate mission is to empower safer, more person-centered care across senior living through world-leading AI, industry-changing hardware, and remote expert clinicians, significantly improving outcomes for residents while increasing peace of mind for families and reducing costs for communities. Originating in 2015 as the doctoral research of CEO George Netscher—and inspired by his own family's experience with Alzheimer's disease—SafelyYou was spun out of UC Berkeley’s Artificial Intelligence Research Lab, one of the top five AI research groups in the world. And today, our company is solving critical challenges in senior living, from resident falls and ER visits to staffing concerns, length of stay, and NOI. All helping ensure that communities can focus on improved care for residents while still reaching their financial goals. SafelyYou is one of five most innovative fall technologies referenced in the Senate Falls Report (2019), a winner of the McKnight’s Tech Partner of the Year, and has been named to Fortune’s Impact 20 list, which recognizes companies making people’s lives better through innovation. The Clinical Success Manager will manage customer accounts to drive adoption and outcomes leading to renewals, expansion and advocacy across account portfolio. This includes facilitating customer outcomes through ongoing analysis of data. This role is ideal for an individual who has a high level of emotional intelligence with a strong project management background. A Clinical Success Manager must be dynamic, thriving in a fast-paced, technology-driven environment, with enthusiasm about making a real impact within senior care and healthcare environments.

Requirements

• CANDIDATES MUST BE LOCATED IN THE UNITED STATES
• Bachelor's or Master's degree
• Current licensure as PT, PTA, OT, OTA, LVN, or RN is required
• Minimum of 5+ years experience as a Customer Success Manager or equivalent in a healthcare setting
• Experience in senior care or healthcare environments communicating with various departments and leadership (Memory care, AL/IL, SNF)
• Passionate about SafelyYou’s mission and our technology
• Clinical expertise in fall 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 demeanour 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
• Required to provide proof of COVID-19 vaccination

Nice To Haves

• Experience preferably in a healthcare SaaS startup environment

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 fall 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 the 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
• Non-accrual PTO
• Growth Potential
• Company Retreats
• Medical & Family/Parental Leave

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 11-50 employees