Customer Success Manager

ABOUT THE COMPANY

Tembo Health is a telemedicine company focused on improving health outcomes for older adults. Our flagship services are dementia care management and urgent care in assisted living and memory care communities as well as in the home.

We expanding our services and looking for team members who can help us execute on early successes and scale.

We're venture backed, with funding from big tech investors like Bloomberg Beta, B Capital, Resolute, AARP and led by a cadre of entrepreneurs who have built and scaled unicorn tech companies (e.g., Flatiron, Oscar, Imagen). Our team includes startup veterans, physicians, and more. We're here to make a big, meaningful impact on healthcare and have fun while we're at it. We're looking for smart, mission-driven, goal-oriented team members who are creative problem solvers and big dreamers. If that sounds like you, let's talk!

ABOUT THE ROLE

We’re looking for a Customer Success Manager to assist us with our growing clinical team.

Responsibilities .

• Manage relationships with key stakeholders. You'll make sure that our partner facilities and their patients get the service they deserve by onboarding facilities, coordinating care, and monitoring internal KPIs. You'll ensure a high level of satisfaction and low level of partner churn by serving as a liaison between our partners and the Tembo team, providing clinical teams at partner facilities insight into how their operations can improve, and corresponding with executives at partner facilities regarding the impact of Tembo.
• Manage day-to-day clinical operations. You'll be asked to coordinate and execute all non-clinical aspects of patient care, starting with patient registration through appointment note sharing through claim followup.
• Develop tools that improve the work of all team members. You'll leverage Google Suite and other tools to directly build tools and materials that will help the team with things like calculating and communicating the impact of Tembo to clients. You'll design and implement workflows to improve the experience of nursing home staff, patients and clinicians.

Sample Work Plan

With in the first week, you'll own and manage day-to-day clinical operations with activities like

• patient registration
• clinician scheduling

Within the first month, you'll have used your experience and service-first approach to manage key stakeholders

• onboarding facilities
• developing monthly facility reports
• identifying and monitoring key KPIs

Within first three months, you'll use your problem solving skills make sure our operations can serve our quickly scaling company through activities like

• designing and implementing clinical workflows for new specialties
• identifying inefficiencies in processes and implementing improvements

Within 6 months, you'll use you innovation to develop best in class procedures across the company

• implement high levels of automation
• serve as subject matter expert with Engineering team to build tools for the clinical and account management teams

Salary

$ 70,000 to $90,000

ABOUT YOU

Qualifications.

You’ll be successful in this role if

• You have a service first mentality
• You strive to make things efficient
• You love the challenge of figuring out something new
• You’re not afraid to pick up the phone
• You've worked in a customer success or similar role for 3 or more years
• You're skilled at
  • Excel
  • Data analysis
  • Problem solving
  • Operations

Suggested Requirements.

The following experiences are suggested but not required:

• You've worked on large or growing teams
• Experience with enterprise level contracts