Customer Success Account Manager (Remote - Pacific/Mountain)

About this role

What we want to accomplish and why we need you

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 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. Check out this short video to learn more about our mission and our culture.

What will you do everyday?

This role requires you to support clients in multiple time zones. You will help lead the charge growing our Small and Medium Business Segment! Suki is growing and physicians are excited to learn about our solutions! Your main objectives will be to focus on responding to, identifying, and closing new business opportunities, growing and expanding our footprint within existing small to medium business accounts and onboarding these users.

This goal entails:

• Building, cultivating and leveraging relationships in your targeted accounts to drive and uncover new business opportunities in your region

• Cultivating existing relationships while establishing new ones with key clinical/IT stakeholders.

• Identifying new Suki users within the SMB/Groups in collaboration with your 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

As a member of the Sales team, your role is to also own and manage a portfolio of SMB/Group customers and drive the successful training and adoption of all segments of Suki users. You will be responsible for engaging with external parties such as customer teams, practice managers, and IT support teams to ensure Suki and users are set up for success. You will also be responsible for proactively identifying and driving the resolution of risks and issues that you encounter in the field, and for developing creative solutions that will best meet the needs of our customers.

We’re looking for a detail-oriented and process-driven Customer Success Account Manager who will be responsible for ensuring our Group customers thrive with Suki’s products. The Customer Success Account Manager is responsible for cultivating and maintaining strong relationships within assigned accounts ensuring high levels of customer satisfaction and recognition of ROI, leading to strong renewals and growth opportunities. You will also translate your learnings from training users into periodic business reviews and engage with our customers on opportunities to expand usage and increase the value of our partnership. You will 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 our deployments, and identify opportunities for deeper engagement. This individual will also take the lead in identifying and solving for customer barriers. They will be responsible for escalations and assuring a strong voice of the customer to internal Suki stakeholders

Ok, you're sold, but what are we looking for in the “perfect” candidate?

• 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 ou

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