Technical Program Manager

Job description

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 Technical Program Manager, your primary role is to drive the successful technical integration of Suki with its customers’ Electronic Health Record (EHR) systems. You will be responsible for developing and maintaining strong relationships with key client stakeholders, and ensuring that Suki’s integration delivers exceptionally well on key success metrics.  You will partner with your Suki colleagues to optimize on-time delivery and resolve technical challenges. Throughout each client deployment, you will guide technical stakeholders through the steps needed to establish a seamless integration between Suki and their EHR.

Besides guiding the integration process, this individual will be responsible for testing the integration and green-lighting each integration stage, escalating issues when needed. As Suki’s resident expert on deployments, you will establish and maintain internal and external-facing documentation detailing the integration requirements and deployment process for each EHR with which Suki integrates. Partnering with a Customer Success team member, you will be the technical point person for each deployment and as the client-facing technical resource, set expectations for the client to identify and engage with the technical resources necessary for a successful integration with their EHR. Internally, this entails close collaboration with Engineering to solve technical challenges and develop/maintain robust test plans which will support proactive discovery and resolution for potential issues before go-live. Similarly, this individual will also be tightly aligned with Product to share new EHR constraints, gaps and learnings that will help keep our products up to date, including rollout of new features to existing customers. You will also educate your Suki colleagues on each integration’s best practices, requirements, and key points of differentiation.

You will collaborate extensively with our Customer Success, Product, Engineering & Support teams and serve as the voice of the customer by reporting on the status of deployments and potential technical issues. You will also identify areas for optimization in Suki’s integration process.

As part of our growing Customer Success team, you will also be responsible for improving existing processes and developing new approaches to create high levels of client and user satisfaction.  You will also engage with EHR vendor partners and Suki’s Engineering and Product teams to streamline the technical integration between Suki and EHRs for both existing and future capabilities.

We’re looking for a mission-driven, highly motivated team member who is excited by the opportunity to support the scale of an evolving operation and shares our vision of reducing the administrative burden on providers.

Responsibilities and expectations include but are not limited to:

• Technical Skill: You will need to become an expert in our product and our integrations, and know how to drive repeatable and efficient processes for integrating with our customers’ EHRs.
• Deployment Subject Matter Expert (SME): You will need to develop a deep understanding of our product and how it integrates with EHRs.  You will be able to translate that into education for our enterprise clients and end users.
• Program Management: Establish and maintain deployment project plans, regularly report on deployment progress, and escalate potential issues. You will also identify opportunities for improvement in the deployment project plan and drive process improvements to achieve on-time delivery and high client satisfaction.

Documentation: Maintain and update internal playbooks and troubleshooting guides. Organization: Utilize JIRA for issue reporting, status, escalation, and task management in collaboration with the Engineering team.

• 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 C-level executives, providers and colleagues.
• 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.
• User-focused: You are obsessed with the customer experience. You can translate key consumer needs into business and product requirements. You have an innate understanding of user behavior, and ensure users 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 deployment playbooks and processes.
• Flexibility: You will need to work flexible hours based upon client’s and providers’ schedules in different time zones across the US.

Requirements:*

• 6+ years of enterprise customer facing experience within healthcare SaaS
• 4+ years of technical program or project management experience
• 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
• Strong clinical background with understanding of medical documentation and clinical workflows
• Proficient in Google Suite, Microsoft Office

\* 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 $150k - $160k 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.