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Suki · 18 hours ago

Customer Success Account Manager

United States

Full-time

Remote

Senior Level

$150K/yr - $160K/yr

5+ years exp

Suki is a leading technology company that provides AI voice solutions for healthcare. They are seeking a Customer Success Account Manager to support clients in multiple time zones, focusing on managing SMB accounts and growing relationships with key stakeholders. The role involves driving business opportunities, ensuring customer satisfaction, and facilitating the successful adoption of Suki's products.

Artificial Intelligence (AI)Health CareMachine LearningNatural Language ProcessingSoftware

Responsibilities

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

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 and partner with product to drive adoption and expansion

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 identifying and driving the resolution of risks and issues that you encounter in the field

Developing creative solutions that will best meet the needs of our customers

Ensuring high levels of customer satisfaction and recognition of ROI, leading to strong renewals and growth opportunities

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

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

Take the lead in identifying and solving for customer barriers

Responsible for escalations and assuring a strong voice of the customer to internal Suki stakeholders

Qualification

Healthcare IT SaaSSalesforceCloud servicesEMR integrationConflict resolutionPresentation skillsAnalytical skillsCustomer relationship managementSpanish proficiencyProblem-solvingAdaptabilityDetail-oriented

Required

5+ years selling or managing complex Healthcare IT SaaS to Healthcare Executives small and medium-sized hospital systems, boutique clinics, and speciality specific organizations

5+ years selling or managing 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 up to 40% (client visits, conferences, sales presentations)

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