Customer Success Account Manager (Remote - Pacific/Mountain)

Suki

4h•$150,000 - $175,000•Remote

About The Position

Suki is a leading technology company that provides AI voice solutions for healthcare. Its mission is to reimagine the healthcare technology stack, making it invisible and assistive to lift the administrative burden from clinicians. Its flagship product is Suki Assistant, an AI assistant that uses generative AI to automatically create clinical documentation by ambiently listening to patient-clinician conversations. Suki helps clinicians complete notes 72% faster on average, assists with other tasks including coding and answering questions, and generates incremental revenue for organizations, delivering a 9X ROI in year 1. Suki also offers its proprietary AI and speech platform, Suki Platform, to partners who want to create best-in-class ambient and voice experiences for their solutions. Clinicians that use Suki already spend over 70% less time on administrative tasks, and we’re striving to do even better. We are a user-driven company and are committed to making sure every pixel of our product is in service of the doctors. We’re a team of technologists, clinicians, and industry experts working together to push the limits on technology used in medicine. We’re confident enough to move fast and talented enough not to break things.

Requirements

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.

Responsibilities

Support clients in multiple time zones.
Help lead the charge growing our Small and Medium Business Segment.
Focus on responding to, identifying, and closing new business opportunities.
Grow and expand our footprint within existing small to medium business accounts.
Onboard new users.
Build, cultivate, and leverage relationships in targeted accounts to drive and uncover new business opportunities in your region.
Cultivate existing relationships while establishing new ones with key clinical/IT stakeholders.
Identify new Suki users within the SMB/Groups in collaboration with 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.
Own and manage a portfolio of SMB/Group customers and drive the successful training and adoption of all segments of Suki users.
Engage with external parties such as customer teams, practice managers, and IT support teams to ensure Suki and users are set up for success.
Proactively identify and drive the resolution of risks and issues encountered in the field.
Develop creative solutions that will best meet the needs of our customers.
Cultivate and maintain strong relationships within assigned accounts ensuring high levels of customer satisfaction and recognition of ROI, leading to strong renewals and growth opportunities.
Translate learnings from training users into periodic business reviews.
Engage with customers on opportunities to expand usage and increase the value of our partnership.
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 deployments, and identify opportunities for deeper engagement.
Take the lead in identifying and solving for customer barriers.
Be responsible for escalations and assuring a strong voice of the customer to internal Suki stakeholders.

Benefits

Named by Fast Company as the Next Big Thing in Tech
Named by Comparably for the Best Leadership Team
Named by Frost & Sullivan for a Technology Innovation Leadership award
Founded, managed, and backed by successful tech veterans from Google and Apple and medical leaders from UCSF and Stanford.
Backed by Venrock, First Round Capital, Flare Capital, March Capital, Hedosophia and others.
Raised $165M so far.
Disrupting a massive, growing $30+ billion market for transcription, dictation, and order-entry solutions.
Solutions are used in health systems and clinics across the country, supporting clinicians across dozens of specialties.
Make an impact from day one.
Join a team working towards a shared purpose with a culture built upon deep empathy for doctors and passion for making their lives better.
Equal Opportunity Employer.
Dedicated to building a company that fosters inclusion and belonging and reflects the diverse communities we serve across the country.
OTE salary range for this role is between $150,000 to 175,000 in CA. This range is not inclusive of any annual variable targets, discretionary bonus or equity package.