Senior Manager, Customer Success

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SmarterDx

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11 - 50 employés

🤖 Intelligence artificielle

⚕️ Assurance santé

💰 €6 000 000 Seed Round en 2022-04

Artificial Intelligence • Healthcare Insurance

SmarterDx est une entreprise spécialisée dans l'IA clinique, offrant des solutions pour améliorer l'intégrité des revenus des hôpitaux et les indicateurs de qualité. En analysant 100 % des dossiers des patients, les algorithmes d'IA propriétaires de SmarterDx identifient les diagnostics différentiels qui pourraient autrement être manqués, fournissant une augmentation significative des opportunités de revenus pour les hôpitaux. Leurs services améliorent l'intégrité de la documentation clinique (CDI) en signalant les preuves cliniques avec des diagnostics manquants ou des diagnostics sans preuves associées, assurant ainsi la conformité et une simplification des flux de travail. SmarterDx est fier de fournir des résultats immédiats et une haute satisfaction client, grâce à ses insights basés sur l'IA qui économisent du temps pour les équipes CDI effectuant des tâches répétitives.

Description

• Manage a portfolio of existing, “live” customers on the SmarterDx platform • Develop deep relationships with customers at all levels, acting as the customer's trusted advisor, and providing guidance and knowledge to help them achieve their business objectives • Partner with CS leadership to develop team tools, templates and processes, such as implementation plans, CS playbooks, and customer onboarding processes • Lead hand-offs from Sales to CS, through implementation and go-live • Coordinate with internal teams to resolve customer issues, access additional resources, and facilitate the solutions needed by customers • Monitor client performance, report on financial impact to customer executives, drive product expansion, and work with sales to execute renewals • Deliver customer feedback as a voice of the customer to internal teams, identifying customer needs, ideas, and challenges, and advocate for solutions and product enhancements • Surface customer success stories, and help build a list of reference customers • If necessary, coordinate implementation with clients and internal teams to ensure a successful launch

🎯 Exigences

• 7-10+ years experience working in customer success or account management, primarily in health tech space with hospital and/or health system clients • You're familiar with DRGs and how they translate into payment • You take radical ownership over your clients’ success • Capable of being both detail-oriented and a big picture thinker, and can tailor communications by appropriately zooming in or zooming out • You are gracious, empathetic, and excellent in written and verbal communication • You love to say “yes,” but you know how to say “no”, offer alternative solutions, and have difficult customer conversations in a respectful manner • You thrive in ambiguous roles and can use critical thinking skills to “figure it out” • You love variety and are able to wear multiple hats within the same or multiple projects: PM, CSM, trainer, process designer, QA

🏖️ Avantages

• Medical, Dental & Vision – Comprehensive plans with leading insurance providers, covering 75% of your premiums, depending on the plan. • Paid Parental Leave – Generous paid leave to support families through birth or adoption: Up to 12 weeks for parents. • Remote-First Team – Work from anywhere in the U.S. • Unlimited PTO & 10 Holidays – So you can relax and recharge. • 401(k) with Traditional & Roth Options – Tax-advantaged retirement savings through Fidelity with a 4% match. • Minimal Bureaucracy – A fast-moving, high-impact environment where you can focus on what matters. • Incredible Teammates! – Work alongside smart, supportive, and mission-driven colleagues.