Technical Program Manager

Suki•Redwood City, CA

2d•Remote

About The Position

As Technical Program Manager, your primary role is to drive the successful technical integration of Suki with its customers’ Electronic Health Record (EHR) systems. 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 EHR. 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 deployments, you will establish and maintain internal and external-facing documentation detailing the integration requirements and deployment process for each EHR with which Suki integrates. Partnering with a Customer Success team member, you will be the technical point person for each deployment 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 EHR. 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 EHR constraints, gaps and learnings that will help keep our products up to date, including rollout of new features to existing customers. 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 EHR vendor partners and Suki’s Engineering and Product teams to streamline the technical integration between Suki and EHRs for both existing and future capabilities. We’re looking for a mission-driven, highly motivated team member who is excited by the opportunity to support the scale of an evolving operation and shares our vision of reducing the administrative burden on providers.

Requirements

6+ years of enterprise customer facing experience within healthcare SaaS
4+ years of technical program or project management experience
Strong knowledge of APIs and healthcare data standards
Technical understanding of cloud services, EMR integration and SaaS solutions
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, Microsoft Office

Responsibilities

Technical Skill: You will need to become an expert in our product and our integrations, and know how to drive repeatable and efficient processes for integrating with our customers’ EHRs.
Deployment Subject Matter Expert (SME): You will need to develop a deep understanding of our product and how it integrates with EHRs. You will be able to translate that into education for our enterprise clients and end users.
Program Management : Establish and maintain deployment project plans, regularly report on deployment progress, and escalate potential issues. You will also identify opportunities for improvement in the deployment project plan and drive process improvements to achieve on-time delivery and high client satisfaction.
Documentation: Maintain and update internal playbooks and troubleshooting guides.
Organization: Utilize JIRA for issue reporting, status, escalation, and task management in collaboration with the Engineering team.
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 : 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.
User-focused: You are obsessed with the customer experience. You can translate key consumer needs into business and product requirements. You have an innate understanding of user behavior, and ensure users 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 deployment playbooks and processes.
Flexibility : You will need to work flexible hours based upon client’s and providers’ schedules in different time zones across the US.