Customer Success Executive, Pharma

About Us:

Hippocratic AI is developing the first safety-focused Large Language Model (LLM) for healthcare. Our mission is to dramatically improve healthcare accessibility and outcomes by bringing deep healthcare expertise to every person. No other technology has the potential for this level of global impact on health.

Why Join Our Team:

• Innovative mission: We are creating a safe, healthcare-focused LLM that can transform health outcomes on a global scale.
• Visionary leadership: Hippocratic AI was co-founded by CEO Munjal Shah alongside physicians, hospital administrators, healthcare professionals, and AI researchers from top institutions including El Camino Health, Johns Hopkins, Washington University in St. Louis, Stanford, Google, Meta, Microsoft and NVIDIA.
• Strategic investors: Raised $137 million from top investors, including General Catalyst, Andreessen Horowitz, Premji Invest, SV Angel, NVentures (Nvidia Venture Capital), and Greycroft.
• Team and expertise: We are working with top experts in healthcare and artificial intelligence to ensure the safety and efficacy of our technology.

For more information, visit www.HippocraticAI.com.

We value in-person teamwork and believe the best ideas happen together. Our team is expected to be in the office five days a week in Palo Alto, CA, unless explicitly noted otherwise in the job description.

About the Role:

We are seeking a highly motivated and experienced Customer Success Executive to manage ongoing relationships with Hippocratic AI Pharma clients and ensure the success and satisfaction of each Hippocratic program/service they procure. 

The Customer Success Executive will be responsible for customer relationship management, product deployment, program delivery management, and overall client satisfaction. They are the day-to-day operational point of contact for assigned customers and will work closely with Hippocratic AI's sales, operations, product engineering, and integration services team to ensure we manage and exceed our customer expectations. 

This role will also serve as a subject matter expert to help Hippocratic AI customers identify opportunities and use cases for leveraging our product across multiple clinical areas and operational teams with defined, measurable outcomes. The goal will be to establish a trusted partnership and drive growth with our customers through delivery excellence, business value realization, and health outcomes.

Responsibilities:

• Develop and maintain strong, long-term relationships with key client stakeholders and establish strategies to foster customer loyalty and satisfaction.
• Manage day-to-day relationships with client operational users to create and model a world-class service culture and ensure smooth delivery of Hippocratic products.
• Serve as a project manager in leading all product implementations and operational execution consistent with the Hippocratic’s established implementation methodology, change management approach, and program governance.
• Work directly with assigned clients to meet ongoing operational needs in a timely and efficient manner.
  • Ensure timely resolution that meets department standards and follow through on client concerns and comments (error resolution).
  • Provide routine feedback to operations and engineering leadership regarding service issues and service expansion opportunities.
  • Actively gather and analyze customer feedback to drive product enhancements and service excellence.
• Maintain routine communications with critical client partners, adjusting to the business's needs, including, but not limited to, reporting accuracy and delivery of insights to clients.
• Build and maintain relationships with client partners and key internal stakeholders, resulting in:
  • 100% client retention was measured by a client survey.
  • Establish program success metrics and reporting structure & cadence with customers' executive leadership.
  • Meeting existing client KPI targets.
• Employ creative problem-solving skills to tackle challenges and enhance customer experience.
• Collaboration and Coordination:
  • Work closely with technical support, product development, and sales teams to ensure cohesive service delivery and customer success.
  • Act as a liaison between the customer and internal teams, facilitating effective communication and collaboration.
  • Collaborate with sales, technology, and operations to ensure a consistent understanding of customer needs.
  • Drive new program implementation activity to the satisfaction of the client and internal work groups.
  • Understanding and delivery of reporting/contractual obligations
  • Create and maintain project planning documents and hold all areas accountable for meeting deadlines
  • Create shared understandings of possible gaps.
  • Partner with leadership to facilitate prioritization of milestones and client commitments across operations, product, and technology teams
• Leverage customer success to drive new opportunities through referrals, webinars, and joint event/conference participation, working with Hippocratic’s executive leadership, engineering/operations team, and marketing support teams.
• Provide feedback to our product engineering team on product improvements and new features based on customer engagement and competitive intelligence.
• Develop and maintain a deep understanding of our product roadmap and our implementation strategy.

Qualifications

Must-Haves:

• Bachelor’s degree from an accredited university.
• 10-15 years of experience working with executive-level clients in the pharma and/or health-tech space.
• Willingness and ability to travel (a minimum of 50%) as needed.
• Expert-level proficiency in enterprise software.
• Prior experience in client relations or a similar field.
• Excellent written and oral communication skills.
• Well-organized and detail-oriented, with a high degree of ownership of work.
• Collaborative approach and open-mindedness to create solutions with Operations and Clients.
• Comfort in interacting with all levels of internal staff, management, and client partners.
• Ability to work in a fast-paced environment, prioritize, and balance multiple projects.
• Team player mentality: results-driven, proactive, and capable of working autonomously.
• Flexibility to embrace change in a rapidly evolving work and market environment.

Nice-to-Haves:

• Start-up experience, particularly in the healthcare or technology sectors.
• Experience in creative problem-solving to enhance customer experience.
• Familiarity with project planning and meeting deadlines in collaborative settings.
• Strong understanding of product roadmaps and implementation strategies.
• Experience providing feedback for product improvement based on customer engagement and competitive intelligence.
• Ability to leverage customer success efforts to drive new opportunities through referrals, webinars, and joint event participation.