Clinical Consultant
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Job Description
Clinical Consultant managing healthcare customer accounts for SafelyYou’s AI-powered senior-care fall prevention platform. Driving adoption, training, clinical reviews, renewals, and customer advocacy.
Responsibilities:
- Manage customer accounts to drive technology adoption, fall prevention culture, fall reduction interventions, renewals, expansions, and advocacy
- Communicate with stakeholders at various levels and serve as the main point of contact between SafelyYou and community locations
- Support communities during pilot periods
- Coordinate and lead weekly fall huddles
- Discuss opt-in and consent strategies
- Create user accounts
- Perform clinical review of fall events
- Provide technical platform support
- Address customer and family questions or concerns and manage objections
- Cultivate community partnerships to drive retention and growth
- Provide onsite community support for training, platform engagement, and improved fall response outcomes
- Develop and refine customer-facing training materials
- Answer questions and troubleshoot technology
- Communicate customer suggestions, system issues, and product-growth opportunities
- Create SafelyYou materials for customer fall programs and marketing support
- Conduct Zoom training for community marketing/sales departments, family information sessions, and staff platform training
- Represent SafelyYou through webinars, conferences, and corporate meetings
- Foster customer accounts for publications, media content, conference co-presenting, testimonials, and case studies
- Represent the voice of the customer in sales-process and product-roadmap improvements
- Collaborate with AI, engineering, sales/marketing, implementation, billing, and operations teams to meet customer and organizational goals
Requirements:
- Bachelor's or Master's degree
- Current licensure as PT, PTA, OT, OTA, LVN, or RN is required
- Minimum of 5+ years experience as a Customer Success Manager or equivalent in a healthcare setting, preferably in a healthcare SaaS startup environment
- Experience in senior care healthcare environments communicating with various departments and leadership (Memory care, AL/IL, SNF)
- Clinical expertise in falls management, root cause analysis, and interventions
- High level of accuracy and attention to detail
- Ability to present and explain technology to C-Suite, clinical staff, families, and non-technical audiences
- Ownership mentality for customer success throughout the lifecycle of assigned accounts
- Ability to multitask across accounts, platforms, and departments while handling fast-moving communication and precision follow-up
- Calm and professional demeanor under high pressure and multiple competing deadlines
- Exceptional active listening and effective communication skills
- Proactive issue anticipation and resolution
- Strong organizational and problem-solving skills
- Ability to manage ambiguity and multiple projects
- Willingness to support cross-functionally
- Ability to work remotely with minimal disruptions and lead/host customer calls via Zoom
- Excellent interpersonal and relationship-building skills
- Technology savvy with expertise using G Suite, Office 360, Zoom, HubSpot, Slack, and other online platforms
- Willingness to travel up to 25% of the time
- Required to provide proof of COVID-19 vaccination
Benefits:
- A mission-driven company culture
- Fully remote
- Competitive salary and benefits
- Fully paid employee premiums for Medical, Dental, and Vision
- 401k Program
- Monthly Education, Well-being & WFH stipends
- Non-accrual PTO
- Growth Potential
- Company Retreats
- Medical & Family/Parental Leave
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