Senior Director, Customer Success

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.

About the Role:

As Director, Customer Success, you will lead Suki’s Customer Success team and ensure that Suki is delivering exceptional service, quality and value to all of our customers.  You will be responsible for the successful implementation, deployment and adoption of Suki as well as user retention for major health systems and SMBs alike.  You are adept at developing and maintaining strong relationships with key client stakeholders, and exhibit customer empathy in every engagement.  

You will also be responsible for Suki’s Customer Success processes and reporting, establishing new standard approaches in some areas and continuously improving upon others.  You excel at using data to create insights and drive decision-making, and have a strong attention to detail.  You are skilled in working with sales, product and marketing, and are naturally structured in your engagement approach.  You are also an outstanding leader and role model, and are passionate about creating a collaborative, high-performance culture.

Responsibilities and expectations include but are not limited to:

• 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 process and cutting-edge technology to have a huge impact.
• High-Accountability:  You can be counted on to consistently deliver with excellence.
• 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.
• Technical Skill: You will need to develop a deep understanding of our product and how it integrates with EMRs.  You will  be able to translate that into education to our enterprise clients and end users.
• Travel:  You are willing to travel extensively to meet with customers.
• Flexibility: You will need to work flexible hours based upon client’s and providers’ schedules in different time zones across the US, and be willing to do what it takes to create high customer satisfaction.

• 12+ years of experience managing enterprise SaaS customers, with strong preference for those with provider-facing healthcare experience
• Proven experience developing and managing high-performance teams
• Exceptional communication, presentation, and conflict resolution skills
• Ability to think critically, prioritize effectively and communicate expediently
• Continuous process improvement experience and mindset
• Strong analytics and reporting capabilities, and attention to detail
• Ability to manage and influence through persuasion, negotiation, and consensus-building
• Strong project management and organization skills
• Creative problem solving skills
• Proficient in Google Suite, Microsoft Office and Salesforce

* Requirements is such a strong word.  We don’t necessarily expect to find a candidate that has done everything listed, but you should be able to make a credible case that you’ve done most of it and are ready for the challenge of adding some new things to your resume.

Tell me more about Suki

• Series B raised this year!
• On a roll: Announced major partnerships with Google
• Great team: Founded, managed and backed by successful veterans of Google and Apple in tech and UCSF and Stanford in medicine.  We have technologists and doctors working side by side to solve difficult problems.
• Great investors: We’re backed by Venrock, First Round Capital, Flare Capital Partners, Marc Benioff and others.
• 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, bringing innovation that relieves the administrative burden on doctors instead of adding to it.
• Great customers: Help our doctors save time in their day so they can focus on providing great care.
• Impact: A fun and exciting start-up culture that empowers its people to make a huge impact.

Please note: this position is in Redwood City, CA and at this time we cannot support relocation or visa transitions. Accordingly, applicants must be currently authorized to work in the United States on a full-time basis.

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.