Customer Success Manager

May 26, 2023
$70000 - $85000 / year

Job Description

About AugmedixAugmedix (Nasdaq: AUGX) delivers industry-leading, ambient medical documentation and data solutions to healthcare systems, physician practices, hospitals, and telemedicine practitioners.Augmedix is on a mission to help clinicians and patients form a human connection at the point of care without the intrusion of technology. Augmedix’s solutions extract data from natural physician-patient conversations and convert it to medical notes in real time, which are seamlessly transferred to the EHR. To achieve this, the company’s Ambient Automation Platform uses Automated Speech Recognition and Natural Language Processing, supported by medical documentation specialists.Leveraging this platform, Augmedix’s solutions relieve clinicians of administrative burden, in turn, reducing burnout and increasing both clinician and patient satisfaction. Augmedix is also leading the revolution in leveraging point-of-care data by making connections between millions of physician-patient interactions and analyzing them to deliver actionable insights that elevate patient care.About The RoleOur Customer Success Managers are the champions of customer delight for both our clinician users and health system customers. Customer Success Managers accelerate Augmedix by improving customer adoption, engagement, and growth. In collaboration with other teams, we bring the full power of Augmedix to help customers achieve business value faster and drive customer delight through their use of Augmedix. Customer Success Managers split their time between remote and onsite visits for our customers, and are strategic quarterbacks in charge of customer retention, customer satisfaction, and ultimately expansion of the Augmedix footprint across customers.This is a remote position open to applicants located in the United States and willing to travel up to 50% of the time.Responsibilities

  • Steward a high-quality customer experience and develop high-trust, high-integrity relationships with all customer stakeholders – clinician users, clinical operations staff, executive and business operations teams
  • Hyper focused on the delivery of business value to your portfolio of assigned customers to ensure you exceed all customer retention goals
  • Work closely with customer executive teams to advance business development at each health system, including sourcing referrals, expanding footprint of clinician users, and selling new product offerings. Exceed all growth targets across the portfolio of assigned customer accounts
  • Develop strong working relationships with all Augmedix departments and employ creative problem solving to resolve customer issues. (Working relationships include management of multiple dotted-line direct reports.)
  • Communicate consistently, habitually, and with extreme professionalism in person, on the phone, and over email
  • Conduct effective and tactful presentations to all customer audiences, ranging from executive teams, clinician users, clinical staff or business contacts
  • Develop expertise with Augmedix hardware and software. Troubleshoot as needed, and channel product improvement ideas to the Augmedix Product team
  • Develop expertise with scribing and clinical operations, including clinician workflows, productivity best practices, and the roles and responsibilities of all clinical professionals
  • Manage customer records diligently in our CRM and service ticketing systems.
  • Manage and utilize customer success dashboards
  • Relentlessly suggest ways for the team and the company to improve customer delight

Requirements

  • 3+ years in account management, customer success, sales, or a customer support role
  • College degree required
  • Health care experience is a strong plus
  • Obsessive about ensuring a world-class customer experience for customers
  • Highly entrepreneurial: creative and proactive in solving problems
  • Exceptional communication, presentation, and conflict resolution skills
  • Strong project management skills, with a keen ability to think critically, prioritize effectively, and communicate expediently
  • Nuanced attention to detail in execution and a mature sense of accountability.
  • Works well with a variety of different personalities
  • Excited to thrive in a fast-paced, highly dynamic growth-stage company
  • Highly proficient with digital tools, cloud-based office suite software, and CRM systems
  • Intellectually curious and strategic
  • Comfortable with travel 50% of the time

$70,000 – $85,000 a yearSalary range is listed above. There are several factors that determine final pay for a position including location and experience. Total compensation will typically include salary + commission + equity.Augmedix is an equal opportunity employer. We are committed to providing equal employment opportunities regardless of sex, gender identity, race, religious creed, color, ancestry, age, disability, marital status, sexual orientation including being transgender and/or any other protected bases.