Clinical Success Manager

August 27

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SafelyYou

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SafelyYou is leading the way in fall prevention with our real-time AI video technology and 24/7 remote clinical team.

Artificial Intelligence • Alzheimer's Disease • Senior Living • Assisted Living • Memory Care

51 - 200

Description

• Manage customer accounts to drive adoption and outcomes leading to renewals, expansion and advocacy across account portfolio • Facilitate customer outcomes through ongoing analysis of data • Effectively communicate with various levels of stakeholders within an account serving as the main point of contact between SafelyYou and community locations • Support communities throughout pilot period, coordinating and leading weekly fall huddles, discussing opt-in/consent strategies • Create user accounts, perform clinical review of fall events and provide technical platform support • Professionally field customer/family questions or concerns to overcome/manage objections to build trust in our service technology • Cultivate a confident and engaged community partnership to drive retention and growth by demonstrating value in the technology and expertise in falls management • Onsite community support for training, engagement in platform use, and improving fall response outcomes per customer needs • Develop and refine customer-facing training materials, answer questions, and troubleshoot technology • Collaborate and create various SafelyYou materials to support fall programs for customers and marketing support • Conduct zoom training sessions for community marketing/sales departments • Professionally represent SY to the healthcare industry and other business partners through zoom webinars, conferences, and corporate meetings • Foster customers/accounts that can further support the growth of SY through shared publications, media content, co-presenting at conferences, or as a business reference • Represent the voice of the customer to improve our sales process and product roadmap • Work cross-functionality with other SY departments: AI, engineering, sales/marketing, implementation, billing and operations

Requirements

• Bachelor’s or Master’s degree • Minimum of 5+ years experience as a Customer Success Manager or equivalent in a healthcare setting, preferably in a healthcare SaaS startup environment • Experience in senior care healthcare environments communicating with various departments and leadership (Memory care, AL/IL, SNF) • Passionate about SafelyYou’s mission and our technology • Clinical expertise in falls management, root cause analysis, and interventions • A high level of accuracy and attention to detail • Ability to present and explain our technology to a wide range of audiences - from C-Suite to clinical to families and non-technical audiences • Ownership mentality for our customer’s success throughout the lifecycle of assigned accounts • Ability to multitask across accounts, platforms and departments handling fast moving communication and precision follow up • Calm and professional demeanor when under high pressure and multiple competing deadlines • Exceptional active listening skills and effective communication to ensure stakeholders needs are being met and supporting trust in our technology and outcomes • Proactive about anticipating and addressing issues before they arise • Strong organizational skills with the ability to deliver on multiple projects at a time • Demonstrated ability to wear many hats, manage ambiguity, and apply problem-solving skills • Team player and willingness to support cross-functionally to ensure customer satisfaction over lifecycle of the account • Ability to work remotely in an environment with minimal disruptions to lead/host customer calls via zoom • Excellent interpersonal skills, building and maintaining relationships • Technology savvy with expertise using G Suite, Office 360, Zoom, HubSpot, Slack and other online platforms • Willingness to travel up to 25% of the time - ideally with your own vehicle to our community locations

Benefits

• Competitive salary & benefits, including fully paid employee premiums for Medical, Dental, and Vision • 401k Program • Monthly Education, Well-being & WFH stipends • Unlimited PTO • Growth Potential • Company Retreats • Medical & Family/Parental Leave