Job Description

Customer Success Specialist

What we want to accomplish and why we need you

Suki is creating a new category in the health tech space – the digital assistant for physicians. We are going to be the voice user interface for healthcare. What does that mean? Currently, doctors use their electronic medical record (EMR) system to track patient encounters. These systems can be hard to navigate and very time consuming to manage. Time that doctors would rather have to spend with their patients. This is the problem we’re solving right now: Doctors that use Suki today spend over 50% less time on administrative tasks than they did previously and we’re striving to do even better.

We are building Suki by spending time with our customers to understand features that will truly make their lives better. We’re a team of technologists, clinicians, and industry experts working together to push the limits on technology used in medicine and even how medicine is practiced.

What will you do everyday?

As a member of the Customer Success Team, you will be responsible for supporting a team of Enterprise Customer Success Managers who drive the deployment and adoption of Suki with our major health system clients. Your role will be multifaceted and support every element of a successful deployment. You will be responsible for meeting coordination, follow up, task execution, and clinician training, all driving to effective execution of our structured project plans. As a startup, we are maturing our processes as we scale and grow rapidly. You will be responsible for taking a thoughtful approach and driving process improvement efforts around client documentation management, monthly invoicing, and user setup to help us execute flawlessly. You will be a point of contact for the Customer Success Team and vendors to coordinate our work. Most importantly, you can maintain a growth mindset with the hunger to execute at a fast moving startup.

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

• Proactive Partner: You work with Enterprise Customer Success Managers to execute tasks related to deployments, expansions, and adoption of Suki across our customer base in a timely manner. You handle scheduling including canceling and editing meetings, ensuring timing and logistical details are accurate, and problem solving as needed when things don’t go as planned
• Customer Mindset: You find joy in training users on our products
• Team Expert: You are the keeper of all team resources and can help us improve our internal documentation processes
• Presence and Communication: Ability to communicate both internally and externally with professionalism in person, on video, on the phone, and over email with providers, colleagues, and vendors

• 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.
• 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.
• Travel: You are willing to travel periodically, roughly 15-25% of the time on average
• Flexibility : You may need to work flexible hours based upon client’s and your team’s schedules in different time zones across the US.

Requirements:*

• 5 years working in a healthcare or healthcare SaaS environment
• Exceptional written and verbal communication skills
• Ability to think critically, prioritize effectively and communicate expediently
• Strong project coordination skills
• Creative problem solving skills
• Enthusiasm for enhancing and scaling processes
• Proficient in Microsoft Office & Google Suite
• Fantastic organizational skills and great follow through on tasks with attention to detail
• Project management skills, with a keen ability to think critically, prioritize effectively, and communicate expediently
• Growth mindset to learn new skills in a fast paced environment

Preferred:

• Experience working directly with health care providers or in a clinical setting 
• Formal project management experience 
• Previous experience working in a start-up environment 

Not sure if you meet all of the qualifications? We don’t expect every candidate to have done everything listed above, but you should be able to make a credible case that you meet most of the criteria and are ready for the challenge of adding new technologies to your résumé.

This position can be remote and supports team members with clients across the United States. You are welcome to visit and/or work out of our office in Redwood City, California. One week a year, we gather for a company-wide retreat. Quarterly, we gather for a Customer Success in-person working session at/near our office.

Tell me more about Suki

• On a roll: Named by Fast Company as one of the most innovative companies, named Google’s Partner of the Year for AI/ML, named by Forbes as one of the top 50 companies in AI .
• Great team: Founded, managed, and backed by successful tech veterans from Google and Apple and medical leaders from UCSF and Stanford. We have technologists and doctors working side-by-side to solve complex problems.
• Great investors: We’re backed by Venrock, First Round Capital, Flare Capital, March Capital , and others. With our $55M Series C financing, we have the resources to scale.
• Huge market: Disrupting a massive, growing $30+ billion market for transcription, dictation, and order-entry solutions. Our vision is to become the voice user interface for healthcare, relieving the administrative burden on doctors instead of adding to it.
• Great customers: Our solutions are used in health systems and clinics across the country, supporting clinicians across dozens of specialties. Check out what one of our users says about how Suki has helped his practice.
• Impact: You’ll make an impact from day one. You’ll join a team working towards a shared purpose with a culture built upon deep empathy for doctors and passion for making their lives better. 

Suki is an Equal Opportunity Employer. We are dedicated to building a company that fosters inclusion and belonging and reflects the diverse communities we serve across the country. We know we are stronger this way, and we look forward to growing our team with these shared values.

In compliance with the State of California Pay Transparency Law, the base salary range for this role is between $75,000 - $95,000 in CA. This range is not inclusive of any discretionary bonus or equity package. When determining a candidate’s compensation, we consider a number of factors including skillset, experience, job scope, and current market data.

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