Technical Program Manager

Suki

5d•$150,000 - $180,000

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. Come and join us! We are a user-driven company and are committed to making sure every pixel of our product is in service of the doctor. 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. Check out this short video to learn more about our mission and our culture. About the Role: As Technical Program Manager, your primary role is to drive the successful technical integration of Suki with our major health system and health technology clients. You will be responsible for developing and maintaining strong relationships with key client stakeholders, and ensuring that Suki’s integration delivers exceptionally well on key success metrics. You will partner with your Suki colleagues to optimize on-time delivery and resolve technical challenges. Throughout each client deployment, you will guide technical stakeholders through the steps needed to establish a seamless integration between Suki and their EMR. Besides guiding the integration process, this individual will be responsible for testing the integration and green-lighting each integration stage, escalating issues when needed. As Suki’s resident expert on its integrations, you will establish and maintain internal and external-facing documentation detailing the integration requirements and process for each EMR with which Suki integrates. Partnering with a Customer Success team member, you will be the technical point person for each integration and as the client-facing technical resource, set expectations for the client to identify and engage with the technical resources necessary for a successful integration with their EMR. Internally, this entails close collaboration with Engineering to solve technical challenges and develop/maintain robust test plans which will support proactive discovery and resolution for potential issues before go-live. Similarly, this individual will also be tightly aligned with Product to share new EMR constraints, gaps and learnings that will help keep our products up to date. You will also educate your Suki colleagues on each integration’s best practices, requirements, and key points of differentiation. You will collaborate extensively with our Customer Success, Product, Engineering & Support teams and serve as the voice of the customer by reporting on the status of deployments and potential technical issues. You will also identify areas for optimization in Suki’s integration process. 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 EMR vendor partners and Suki’s Engineering and Product teams to streamline the technical integration between Suki and EMRs for both existing and future capabilities. You are excited to join the fast-moving Suki team, and committed to excellence!

Requirements

8+ years of enterprise customer facing experience within healthcare SaaS
5+ years of technical program or project management experience
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
Strong clinical background with understanding of medical documentation and clinical workflows
Proficient in Google Suite, JIRA
Ability to make a credible case that you’ve done most of the listed requirements and are ready for the challenge of adding some new things to your resume.

Nice To Haves

Understanding of SDLC
Expertise in Suki products and their integrations
Ability to establish and drive repeatable and efficient processes for integrating with customers’ EMRs and partners’ platforms
Ability to drive action in cross-functional settings and influence stakeholders both internally and externally
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: Thrive in a fast-moving organization that uses light-weight processes and cutting-edge technology to have a huge impact.
High-Accountability: Can be counted on to consistently deliver high-quality work.
User-focused: Obsessed with the customer experience. Can translate key consumer needs into business and product requirements. Innate understanding of user behavior, and ensure users are receiving 100% quality service.
Detail Oriented: High degree of attention to small details along with the ability to quickly iterate on deployment playbooks and processes.
Willingness to travel as needed to deliver and validate integrations.
Flexibility to work flexible hours based upon client’s and providers’ schedules in different time zones across the US.

Responsibilities

Establish and maintain deployment project plans, ensure cross-functional resources required to support deployments are in place, regularly report on deployment progress, and escalate potential issues.
Identify opportunities for improvement in the deployment project plan and drive process improvements to achieve on-time delivery and high client satisfaction, including but not limited to establishing escalation roles and responsibilities.
Develop a deep understanding of our product and how it integrates with our customers’ EMRs and partners’ platforms.
Translate integration knowledge into education for enterprise clients and platform partners.
Utilize JIRA for issue reporting, status, escalation, and task management in collaboration with the Engineering team.
Improve existing processes and develop new approaches to create high levels of client and user satisfaction.
Engage with EMR vendor partners and Suki’s Engineering and Product teams to streamline the technical integration between Suki and EMRs for both existing and future capabilities.