About SafelyYou

SafelyYou’s passionate mission is to empower safer, more person-centered care across senior living through world-leading AI, industry-changing hardware, and remote expert clinicians, significantly improving outcomes for residents while increasing peace of mind for families and reducing costs for communities.

Originating in 2015 as the doctoral research of CEO George Netscher—and inspired by his own family's experience with Alzheimer's disease—SafelyYou was spun out of UC Berkeley’s Artificial Intelligence Research Lab, one of the top five AI research groups in the world. And today, our company is solving critical challenges in senior living, from resident falls and ER visits to staffing concerns, length of stay, and NOI. All helping ensure that communities can focus on improved care for residents while still reaching their financial goals.

SafelyYou is one of five most innovative fall technologies referenced in the Senate Falls Report (2019), a winner of the McKnight’s Tech Partner of the Year, and has been named to Fortune’s Impact 20 list, which recognizes companies making people’s lives better through innovation.

Your Role at SafelyYou

This is a remote role. The Customer Success Coordinator will support the Customer Success Department in optimizing various internal processes and customer support management. This role will involve a variety of responsibilities focused on ensuring smooth processes, with enthusiasm about making a real impact within senior care and healthcare environments.

Key Responsibilities:

• Professionally represent SY to the healthcare industry and other business partners
• Work cross-functionality with other SY departments: AI, engineering, sales / marketing, implementation, billing and operations to ensure customers needs are met
• Assist in tracking and reporting on Objectives and Key Results (OKRs), ensuring alignment with organizational goals and timely completion of key initiatives
• Perform regular quality assurance checks on CRM platform to ensure data accuracy and completeness
• Oversee quarterly reviews and updates of customer contacts, ensuring all information is current and reflective of any changes
• Maintain engagement with the customer, ensuring consistent follow-up on updates, queries, and concerns
• Support submission of support cases for troubleshooting, escalation, and resolution, ensuring prompt follow-up on all outstanding issues
• Organize and facilitate one-on-one zoom trainings with community members to enhance knowledge sharing and engagement of our SafelyYou platform
• Developing and refining customer-facing training materials, answering questions, and troubleshooting technology, serving as support for communication of customer suggestions, systems issues and future product growth
• Regularly update and maintain both internal and customer-facing resources in the Customer Success Library, ensuring they are accurate, relevant, and accessible
• Collaborate with relevant teams to review and revise Standard Operating Procedures (SOPs) annually, ensuring they reflect best practices and current business needs 
• Work cross-functionality with other SY departments: AI, engineering, sales / marketing, implementation, billing and operations to ensure customers needs are met as well as meeting organization goals, and budgets. 
• Coordinate new hire onboarding, shadowing, and tracking of onboarding guide completion.
• Support the customer success team and leadership with other duties as assigned

The Ideal Candidate

• Bachelor’s degree 
• Minimum of 3-5 years experience with administrative support and project management or equivalent in a healthcare setting, preferably in a healthcare SaaS startup environment
• Prior experience in customer success or operations is a plus
• Passionate about SafelyYou’s mission and our technology
• A high level of accuracy and attention to detail
• Ability to multitask across platforms and departments handling fast moving communication and precision follow up
• Calm and professional demeanor when under high pressure and multiple competing deadlines
• Exceptional active listening skills and effective communication to ensure stakeholders needs are being met and supporting trust in our technology and outcomes
• Proactively anticipate and address issues before they arise
• Strong organizational skills with the ability to deliver on multiple projects at a time
• Demonstrated ability to wear many hats, manage ambiguity, and apply problem-solving skills
• Team player and willingness to support cross-functionally to ensure customer satisfaction over lifecycle of the account
• Ability to work remotely in an environment with minimal disruptions to lead/host customer calls via zoom
• Excellent interpersonal skills, building and maintaining relationships
• Technology savvy with expertise using G Suite, Office 360, Zoom, Salesforce, Slack and other online platforms
• Willingness to travel up to 10% of the time
• Experience with travel coordination and logistics is a plus

 

Why Join Us? You Can Make a Difference!

SafelyYou offers a competitive compensation package, including but not limited to:

• A mission-driven company culture
• Fully remote 
• Stock Options
• Competitive salary & benefits, including fully paid employee premiums for Medical, Dental, Vision and Life Insurance
• 401K Program
• Company laptop
• Monthly Education, Well-being & WFH stipends
• Unlimited PTO
• Growth Potential
• Company Retreats
• Medical & Family/Parental Leave

At SafelyYou, we believe that a diverse, equitable, and inclusive workplace makes us a more relevant, competitive, and resilient company. We are committed to creating a diverse and inclusive workforce that celebrates diversity. We do not discriminate based on race, color, ancestry, religion, national origin, sexual orientation, age, citizenship, marital or family status, disability, gender identity or expression, veteran status, or any other legally protected status.

We value all the perspectives our team members bring to the table, and that is why we don’t look for culture fit, but culture add. We want to hear from YOU! We encourage you to apply even if you do not fit 100% of the technical requirements.