Customer Success Account Manager (Remote - Pacific/Mountain)

Suki is a leading technology company that provides AI voice solutions for healthcare. They are seeking a Customer Success Account Manager to support clients, grow the Small and Medium Business Segment, and ensure high levels of customer satisfaction. The role involves building relationships, onboarding users, and driving the successful adoption of Suki's products among Group customers.

Responsibilities:

• 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
• Own and manage a portfolio of SMB/Group customers and drive the successful training and adoption of all segments of Suki users
• Engaging 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, and for developing creative solutions that will best meet the needs of our customers
• Ensuring our Group customers thrive with Suki’s products
• 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
• Translating 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
• Using 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
• Taking the lead in identifying and solving for customer barriers
• Responsible for escalations and assuring a strong voice of the customer to internal Suki stakeholders

Requirements:

• 5+ years selling complex Healthcare IT SaaS to Healthcare Executives into small and medium-sized hospital systems, boutique clinics, and co-ops
• 5+ years of customer facing experience 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 25% approximately a week per month
• 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