About the role
About Substrate
Substrate (www.substrate.cc) is building the world’s first AI native BPO, starting with healthcare RCM. We’re focused on helping healthcare enterprises like physician groups, EMR providers, and BPOs accelerate AR, and get reimbursed quickly and cost effectively. We already touch over 500k healthcare claims each month.
The Role
We're looking for an Technical Success Manager to to make client experiences magical. This involves deeply understanding client needs, leaders, and processes, our interfaces with client systems, and the underlying stack used to support them. You’ll help clients run down problems and help engineers explore new opportunities with clients, and you’ll help clients understand how agents are working in production, and understand their data. This is a role for someone who finds vague answers unsatisfying, and derives deep pleasure from enabling clients to be more successful.
What You'll Work On
- Own the Client Relationship: Primary point of contact for clients from pilot through expansion. Build trust with operators and executives by showing up with answers, not ticket numbers.
- Investigate and Diagnose: Take customer-reported anomalies all the way to root cause, without waiting for an engineer to guide you. Query production databases, trace through the codebase, and reconstruct exactly what happened.
- Develop autonomous tools: Create new, differentiated tools for understanding production problems more quickly and reliably, and scaling client interactions.
Prototype and Demo: Show customers what better looks like before engineering builds it. Turn unarticulated client needs into high fidelity use cases for us to explore
