Full-Time Clinical Success Manager

CANDIDATES BASED IN THE U.S. ONLY

About SafelyYouSafelyYou is a mission-driven company that raised $60m in 2021 through series A and series B financing and is now rapidly scaling. Our company spun out of the UC Berkeley AI Research Lab and develops artificial intelligence to support care for those with Alzheimer’s disease, Dementia, and other cognitive impairments.

Your Role at SafelyYouThis is a remote role. The Clinical Success Manager will manage customer accounts to drive adoption and outcomes leading to renewals, expansion and advocacy across account portfolio. This includes facilitating customer outcomes through ongoing analysis of data.

Must be Central or Mountain Time Zone

Successfully and effectively manage customer accounts to drive adoption of technology, fall prevention culture and fall reduction interventions, leading to contract conversions, renewals, expansions and high opt-in rates across account portfolio

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, creating user accounts, performing clinical review of fall events and providing 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.

Developing and refining customer-facing training materials, answering questions, and troubleshooting technology, serving as the primary conduit for communication of customer suggestions, systems issues and future product growth

Collaborate and create various SafelyYou materials to support fall programs for customers and marketing support

Effectively conduct zoom training sessions for community marketing/sales departments, family info sessions as well as staff training of system platform

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 (e.g. testimonials, case studies)

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 to ensure customers needs are met as well as meeting organization goals, and budgets.

The Ideal Candidate

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

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