AI Customer Success Engineer

We're looking for a Customer Success Implementation Engineer to bridge the gap between our cutting-edge AI platform and real-world healthcare workflows.

Responsibilities

• Lead Customer Integrations: Partner with prospective and new customers to deeply understand their clinical and administrative workflows
• Configure AI Workflows: Author and tailor AI agent configurations for each client's use case, translating business requirements into automated workflows. This includes setting up data pipelines, triggers, and bespoke logic so that our AI solutions fit seamlessly into the customer's processes.
• Technical Pre-Sales Support: Serve as the technical expert in sales cycles. Build and demonstrate prototypes, run high-impact product demos, and iterate quickly based on feedback. You'll show healthcare stakeholders how our product improves their operations, adapting solutions on-the-fly to address their questions and needs.
• Pilot Delivery & Value Realization: Own the end-to-end execution of pilot projects and proof-of-concepts. This includes onboarding users, configuring the system to client requirements, monitoring outcomes, and measuring success metrics (e.g. time saved, error reduction). Ensure each pilot delivers clear value to drive conversion from trial to paid usage.
• Customer Success & Feedback Loop: Provide hands-on support to users during trials, troubleshoot issues (data mismatches, integration errors, etc.) and ensure a smooth experience. Gather insights from the field and proactively bring feedback to the engineering and product teams to inform product improvements and new features.
• Cross-Functional Collaboration: Collaborate closely with Sales, Product, and Engineering. Help translate customer requests into product requirements and guide product roadmap priorities with a "productization" mindset - aiming to generalize one-off solutions into scalable features. Act as the voice of the customer internally to ensure our platform evolves with real-world needs.

Skills and Qualifications:

• Solution Delivery Experience: Proven track record in a customer-facing technical role such as Sales Engineer, Solutions Architect, Implementation/Professional Services Engineer, or Support Engineer. Comfortable gathering requirements, writing technical documentation, and managing project deliverables to meet client needs.
• Communication & Presentation: Excellent ability to communicate with both technical and non-technical stakeholders. You can translate complex technical concepts into clear business benefits, and you're skilled at presenting solutions to executives, clinicians, and IT staff alike. Empathy and active listening are second nature, enabling you to build trust with customers.
• Problem-Solving & Ownership: A hands-on builder and a creative problem solver who isn't afraid to dive into a new dataset or troubleshoot an API at a moment's notice. High degree of ownership - you take initiative to drive projects to completion in a fast-paced, sometimes ambiguous startup environment. Experience iterating rapidly in response to user feedback or changing requirements.
• Education: Bachelor's or advanced degree in Computer Science, Engineering, or a related field is preferred. Equivalent practical experience is great too, especially in healthcare or enterprise software settings.