Senior Manager of Technical Field Support

What we want to accomplish and why we need you

Suki is a leading technology company that provides AI voice solutions for healthcare. Its mission is to reimagine the healthcare technology stack, making it invisible and assistive to lift the administrative burden from clinicians. Its flagship product is Suki Assistant, an AI assistant that uses generative AI to automatically create clinical documentation by ambiently listening to patient-clinician conversations. Suki helps clinicians complete notes 72% faster on average, assists with other tasks including coding and answering questions, and generates incremental revenue for organizations, delivering a 9X ROI in year 1. Suki also offers its proprietary AI and speech platform, Suki Platform, to partners who want to create best-in-class ambient and voice experiences for their solutions.  Clinicians that use Suki already spend over 70% less time on administrative tasks, and we’re striving to do even better. Come and join us! 

We are a user-driven company and are committed to making sure every pixel of our product is in service of the doctors. We’re a team of technologists, clinicians, and industry experts working together to push the limits on technology used in medicine. We’re confident enough to move fast and talented enough not to break things. Check out this short video to learn more about our mission and our culture.

About the Role:

As Senior Manager of Technical Field Support  you will be the first line of defense for our customers who need support. Your goal is straightforward: ensure our customers are always happy and supported. You will ensure that all issues or questions that our customers have are addressed immediately (either by you or the Technical Support team). You will be the central hub for any bug, issue, question, or feature request that comes from either our external or internal customers.  You will lead by influence and be a role model for tech support analysts, leads, and managers. The role will also work with customer success, operations, engineering and product and will work to solve, triage, and escalate all customer issues and feedback. 

Partnering with Customer Success, you will be responsible for partner-facing communications, including but not limited to escalations, leading troubleshooting sessions, and release notes. Internally, this entails close collaboration with Customer Success, Product, and Engineering to track and facilitate success for our partners and customers. You will also be a “player-coach” member of the tech support team, working hands-on with L1 through L3 tickets. You will also be responsible for improving existing processes and developing new approaches to create efficiencies. This role will also include strong Project Management skills, including creating and maintaining project plans where appropriate, and ensuring any projects are completed with efficiency and on time.

You are excited to join the fast-moving Suki team, and committed to excellence!

Responsibilities and expectations include but are not limited to:

• Technical Skills: You will need to have a strong understanding of agile software development processes, technical roadmap terminology, and Suki’s technology. You will also know how to establish and drive repeatable and efficient processes for successful collaboration with Suki’s partners.
• Leadership: You will drive action in cross-functional settings and influence stakeholders both internally and externally. You are able to deal with ambiguity.
• Executive-Level Presence and Communications:  Ability to communicate both internally and externally with professionalism in person, on video, on the phone, and over email with executives, providers and colleagues.
• Organization: Utilize JIRA for issue reporting, status, escalation, and task management in collaboration with the Engineering team. Utilize organizational tools for project tracking and status reports.
• Project Management: Establish and maintain project plans when appropriate, connect cross-functional counterparts, regularly report on progress, and escalate potential issues. You will also facilitate process improvements to achieve on-time and on-target delivery, including but not limited to addressing process gaps around execution, identifying dependencies and implementing processes for risk mitigation.
• Adaptability:  You thrive in a fast-moving organization that uses light-weight processes and cutting-edge technology to have a huge impact.
• High-Accountability: You can be counted on to consistently deliver high-quality work and results.
• Customer-focused: You are obsessed with the customer experience. You can translate complex issues into concrete action plans. You aim to ensure partners and customers are receiving 100% quality service. 
• Detail Oriented: You need a high degree of attention to small details along with the ability to quickly iterate on our playbooks and processes.
• Travel: You are willing to travel as needed for onsite engagements with Suki’s partners and customers up to approximately 20% of the time.
• Flexibility: You will need to work flexible hours based upon client’s and providers’ schedules in different time zones across the US.

Requirements:*

• 5+ years of technical support management experience
• 10+ years of enterprise customer facing experience within healthcare SaaS
• 10+ years of experience in application development and/or support
• Healthcare IT consulting experience strongly preferred
• Advanced technical understanding of software development kits (SDKs), cloud services, EMR integration and SaaS solutions 
• Strong knowledge of APIs and healthcare data standards
• Exceptional communication, presentation, and conflict resolution skills
• Ability to think critically, prioritize effectively and communicate expediently
• Creative problem solving skills
• Understanding of advanced network architectures, networking domain, Kubernetes, and deploying containerized services on Google Cloud platform would be preferred.
• Analytical skills and experience with tools/processes needed for data-driven decision-making, including SQL, Python, etc.
• Proficient in Google Suite, JIRA, Support ticketing systems, chat software (Intercom preferred)
• Understanding of medical documentation and clinical workflows preferred
• Living in the Pacific Time or Mountain Zones is preferred as working west-coast hours will be required

* Requirements is such a strong word.  We don’t necessarily expect to find a candidate that has done everything listed, but you should be able to make a credible case that you’ve done most of it and are ready for the challenge of adding some new things to your resume.

Tell me more about Suki

• On a roll: Named by Fast Company as one of the most innovative companies, named Google’s Partner of the Year for AI/ML, named by Forbes as one of the top 50 companies in AI .
• Great team: Founded, managed, and backed by successful tech veterans from Google and Apple and medical leaders from UCSF and Stanford. We have technologists and doctors working side-by-side to solve complex problems.
• Great investors: We’re backed by Venrock, First Round Capital, Flare Capital, March Capital, Hedosophia and others. With our $165M raised so far, we have the resources to scale.
• Huge market: Disrupting a massive, growing $30+ billion market for transcription, dictation, and order-entry solutions. Our vision is to become the voice user interface for healthcare, relieving the administrative burden on doctors instead of adding to it.
• Great customers: Our solutions are used in health systems and clinics across the country, supporting clinicians across dozens of specialties.  Check out what one of our users says about how Suki has helped his practice.
• Impact: You’ll make an impact from day one. You’ll join a team working towards a shared purpose with a culture built upon deep empathy for doctors and passion for making their lives better. 

Suki is an Equal Opportunity Employer. We are dedicated to building a company that fosters inclusion and belonging and reflects the diverse communities we serve across the country. We know we are stronger this way, and we look forward to growing our team with these shared values.

In compliance with the State of California Pay Transparency Law, the base salary range for this role is between $165,000 - $175,000 in CA.  This range is not inclusive of any annual variable targets, discretionary bonus or equity package. When determining a candidate’s compensation, we consider a number of factors including skillset, experience, job scope, and current market data.

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