Customer Success Specialist

Aiva, the Amazon- and Google-funded leader in voice-powered care, is looking for a Client Success Specialist.
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Aiva improves caregiving for patients, residents and their caregivers.  We put Amazon Echos, Google Homes and other voice assistants into hospitals and assisted living facilities.  The voice assistants give users hands-free entertainment and control over lights, TV, thermostats and shades, but more importantly they improve communication with caregivers.  When you say what you need, Aiva understands and routes your request to the most appropriate person.  Caregivers use our mobile app to quickly respond and manage requests, as well as push communications back through the voice assistant.

Here are some videos showing Aiva in hospitals and senior communities, along with some testimonials about how we improve day-to-day life for seniors and their care team.

The Client Success Specialist plays a critical role in launching and supporting new clients. If you enjoy helping people and are comfortable using software, we’d like to talk.

Here’s what you’ll do:

• Help build a world class training curriculum to maximize product engagement at scale.
• Provide online and on-site training and support on how to optimize use of the Aiva platform.
• Provide first-tier support/triage on incoming customer issues.
• Assist implementation team with new launches.
• Develop an extensive working knowledge of Aiva products, services, and best practices. You will help bring them to life by developing voice skills using Aiva-provided tools.
• Work closely with customer and internal stakeholders to identify and resolve  product related issues that may impact their Aiva experience.
• Collect and analyze feedback from patients, residents, caregivers and other Aiva users.
• Support sales efforts by joining meetings with prospective clients. Be the trusted partner on use-case and product functionality.

Our ideal candidate has the following:

• Experience working in a hospital or assisted living facility.  You know how such facilities operate and understand how we can best help people who work there.
• Comfort with software. You don’t need to have created any software, but you’re confident and creative when it comes to using digital tools and systems.
• The ability to work remotely and travel frequently.  We’ll travel a lot together – and we’ll regularly beam you up to LA HQ – but you’ll mostly be working from home and on-site with clients.  It requires self-direction but also the ability to maintain close communication and healthy relationships with far-flung members of the team.  You will likely be on the road 30-40% of the time. Many of our clients are on the East Coast, so we have a preference for someone who lives in the Eastern time zone.
• Strong social and communication skills.  There’s a lot of presenting to, talking with and supporting caregivers and other Aiva users, so you should enjoy and excel at that kind of interaction.
• Close attention to detail, including in working with Aiva's internal teams and software tools.
• Responsiveness and Professionalism in interacting with Aiva team members and clients.

If that sounds like you, please send your resume or a link to your LinkedIn profile to careers@aivainc.com.

About Us

Aiva is transforming healthcare one voice at a time. We use Amazon Alexa, Google Assistant and other voice assistants to empower patients and seniors throughout their care journey. They enjoy more entertainment options, better control of their environment and closer communication with their care team. For example, when you tell Aiva what you want, she understands and routes your request to the most appropriate caregiver, who uses our proprietary mobile app to triage and respond to requests in their own voice. You can also use Aiva to control smart devices, like TVs, lights, shades and thermostats, as well as to make hands-free phone and video calls.

Aiva is based in Los Angeles. We have an office in West Hollywood but are nearly 100% remote for the time being. Hospital clients include Cedars-Sinai Medical Center and Boston Children’s Hospital, and post-acute clients include Amica Senior Lifestyles and LifeCare Services. Aiva investors include the Google Assistant Investments Program, the Alexa Fund, Act One Ventures, Mucker Capital and the Cedars-Sinai Accelerator. We are growing quickly and looking to expand our team.

To learn more, please send your resume to careers@aivahealth.com.