Clinical Customer Success Manager - Sensi.ai

Sensi.Ai is on a mission to change the way we, as a society, take care of every older adult who needs it. We are leveraging the power of AI and data to ensure safety, dignity, and satisfaction in every caregiver-care recipient interaction.

Why Sensi

If you want to work with a purpose - Sensi is the place for you! Join us in creating an ideal care environment for older adults and making Sensi a new industry standard for the long-term care industry. Sensi offers professional growth opportunities and the ability to impact the future of our company and product. 

About The Role

The Clinical Customer Success Manager will be responsible for building and maintaining strong relationships with our clients. This role is pivotal in ensuring that our customers adopt our solution to achieve their desired outcomes while maximizing the value they get from our solution. The Clinical CSM will serve as a trusted advisor, provide training, and proactively address their needs to ensure high levels of customer satisfaction, retention and expansion.

Key Responsibilities:

1. Trusted Advisor: Be a strategic advisor to your customer providing them with guidance on Sensi’s best practices and their overall operational, marketing, and business strategy. This will include running enablement sessions alone or with other internal team members, and positioning and recommending product features and best practices to accelerate customer’s time to value and growth. Utilize your clinical expertise to collaborate with internal and external teams on the integration of product features and functionality.
2. Relationship Management: Build and maintain strong, long-lasting relationships by understanding their business goals and providing strategic guidance. 
3. Value Realization:  Create compelling case studies and reports showcasing product impact on customer workflows and care and business outcomes. Lead virtual and in-person executive business reviews for customers in your portfolio, including interfacing with executives, champions, and other leaders to align to business objectives and agree to a mutual success plan.
4. Onboarding: Onboard new clients and ensure an alignment on goals and objectives. Lead change management for the customer and work with internal teams to ensure a seamless onboarding experience. 
5. Product Adoption: Complete routine implementation training with customers post software launch. Act as a bridge between the clinical and technical aspects of our AI system by communicating insights, recommendations, and best practices to customers.
6. Customer Advocacy: Act as the voice of the customer within the company, providing feedback to the teams to drive continuous improvement
7. Expansion: Identify opportunities for account growth and work closely with clients to influence and accelerate expansions. Be able to spot opportunities for customers to become a Sensi champion in the industry
8. Renewal and Reporting: Be proactive in ensuring renewal. Monitor customer health metrics and key performance indicators (KPIs) to anticipate risks and opportunities, address them proactively, and report internally on customer health status, risks and opportunities
9. Cross-Functional Collaboration: Collaborate with sales, support, product, marketing, and operations teams to ensure a cohesive and exceptional customer experience

Requirements:

• 3+ years of clinical experience with a minimum of a Bachelor’s degree in a clinical field (e.g., Nursing, Physical Therapy, Occupational Therapy, Social Work)
• Experience in Customer Success, Account Management, or similar experience
• Experience in the health technology or home care industry is highly desirable
• Ability to travel up to 25% of the time
• Exceptional interpersonal and communication skills
• Ability to build strong relationships with stakeholders at all levels
• Strategic thinker and analytical skills with the ability to interpret data and make data-driven decisions
• Strong organizational, project management and cross-functional collaboration skills
• Strong problem-solving skills and the ability to navigate complex customer environments
• Strong work ethic and ability to work efficiently in autonomy
• A proactive, customer-obsessed mindset with a focus on delivering exceptional customer experiences

Preferred skills:

• Experience collaborating with global teams, especially Israeli companies
• Proficiency with Google Suite, CRM software (Hubspot, Salesforce), Zoom, and Slack