Enterprise Customer Success Manager

At DeepScribe, everything we do is focused on our mission - to bring back the joy of care to medicine. Our goal is to empower physicians with the tools they need to improve both efficiency and efficacy, and to improve patient outcomes by increasing the trust and understanding they have with their physician.

What you'll do

The Customer Success Manager's (CSM) primary responsibility will be to manage the rollout of DeepScribe's solutions to enterprise accounts and develop operational playbooks to track the ongoing success of DeepScribe's customers.

As the CSM, you will work initially with the enterprise sales team to understand the business requirements and the broad scope of the deployment. You will then work closely with both engineering and key subject matter experts on the customer success team to develop and manage a detailed plan to ensure a successful deployment and ongoing relationship.

You will be the primary contact point for the enterprise customers. As such, you will quarterback their experience and also be the face of the brand.

Your impact

• Determine and define the scope of the pilot or enterprise implementation
• Define a rubric of acceptance criteria for successful deployment
• Develop and manage a detailed project schedules and work plans
• Coordinate with key stakeholders inside DeepScribe and at the enterprise customer
• Use exceptional written and oral communication skills to effectively lead business and technical presentations, demonstrations, and conversations with executive-level audiences within your account
• Leverage strong leadership skills to independently prioritize and execute project tasks in a methodical and disciplined manner
• Predict and secure key resources necessary to effective deployment, including subject matter experts and engineering resources
• Help define and track feature requests integral to a success of deployment
• Monitor progress and make adjustments as necessary
• Measure project performance against agreed-to goals and objectives
• Define the project playbook to enhance scalability for smooth deployments
• Work with the Customer Experience team to monitor customer health, and proactively address customer issues while consistently managing customer expectations
• Work with DeepScribe's engineering and product management teams to address bugs, document feature requests, and track customer-centric initiatives

About You

You enjoy working companies building progressive technology with goals to build products that improve people's lives. You enjoy highly energetic, fast-moving environments focused on breaking the status quo, especially in the bogged-down healthcare industry.

• You have experience as a project manager leading medium to large scale deployments
• You've obtained your bachelor's degree in business, computer science, or related field, or you have sufficient industry experience
• You see project management as a career. Project Management Professional (PMP) certification is preferred but not required. You have strong familiarity with project management software tools, methodologies and best practices
• You consider yourself to have great verbal and presentation skills, and you have a proven ability to follow up and follow through on our commitments
• You enjoy breaking a problem down and analyzing the issues
• You can spot problems early, bring in subject matter experts where necessary, and develop and drive creative solutions
• Our customers want to talk with you. They enjoy your camaraderie and value your ability to help them be successful
• You're goal oriented, excited for new challenges, and want to help DeepScribe and our customers grow together
• We'd love to hire someone with direct healthcare experience, but it's not required

Benefits Information

Meaningful equity stake in the company

Flexible PTO

Work from home stipend

Medical, Dental, Vision, 401K and other benefits are also offered

About the Team

Our customer success team thrives in a rapidly evolving environment, and has the opportunity to work with many functions to ensure our customers receive the best experience possible. Come join us in this exciting growth phase!

At DeepScribe, we value trust, teamwork, and transparency, and we're dedicated to promoting diversity and equity in the workforce through inclusive hiring practices. Candidates with backgrounds that are underrepresented in the technology industry are encouraged to apply.

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required eligibility verification form upon hire.