AI Success Specialist

Kontakt.io is transforming how hospitals operate by combining EHR data with real-time location systems (RTLS), workflow intelligence, and AI orchestration to solve some of healthcare’s most complex operational challenges. Our customers include leading health systems that rely on us to improve patient flow, staff safety, asset utilization, and care delivery outcomes.

We are now entering a new chapter: deploying AI agents that actively orchestrate hospital workflows, integrate with EHRs, and continuously learn from real-world operations. This requires a new kind of Customer Success specialist: one who is comfortable operating in ambiguity, shaping best practices, and helping hospitals safely and effectively adopt AI-driven systems.

The Opportunity
This is the inaugural role in our new Clinical AI Operations practice. You will be the primary partner to our earliest AI customers, guiding them from initial deployment through long-term optimization. Your work will span EHR integration context, hospital workflow understanding, AI agent training and guardrail tuning, and post-deployment performance assessment.

You will not inherit a fully defined playbook — you will help write it.

What You’ll Do:
• Technical Delivery & Integration Stewardship
• Own the operational health of Epic and ServiceNow integrations during deployment, ensuring data is accurate, reliable, and actionable within hospital systems
• Serve as the primary point of ownership when workflows break or AI behavior degrades
• Triage issues by isolating root causes across hardware, integrations, data feeds, and clinical workflows
• Act as a “PHI firewall” for Engineering by validating bugs and issues using US-compliant workflows
• Escalate platform issues to European development teams with clear, sanitized, reproducible context

• Customer Adoption & AI Enablement
• Lead post-implementation adoption of Kontakt.io’s AI orchestration products across hospital environments
• Translate each health system’s unique “way of working” into AI agent configurations, integration logic, and guardrail adjustments
• Partner closely with clinical, operational, IT, and digital transformation stakeholders across departments
• Drive alignment between technology, workflows, and real-world operational goals

• AI Training, Monitoring & Optimization
• Guide initial AI agent training, validation, and go-live readiness during early rollout
• Conduct structured adoption and performance check-ins at ~90-day and ~180-day milestones
• Monitor unsupervised learning outcomes to identify drift, performance gaps, or unintended behaviors
• Collaborate with Product, Engineering, and AI teams to refine models, workflows, and guardrails
• Help customers build trust and confidence in AI-supported decision-making

• EHR & Workflow Context
• Work alongside integration and product teams to ensure AI agents align with EHR data flows and operational realities
• Develop a deep understanding of how patient flow, staffing, and operational signals interact across departments (ED, inpatient, perioperative, etc.)
• Ensure AI outputs make sense in the context of real hospital constraints and workflows

• Practice Building & Thought Leadership
• Define best practices, frameworks, and internal standards for AI-driven customer success
• Create repeatable onboarding, training, and optimization methodologies
• Serve as the blueprint for a future AI-focused Customer Success function
• Act as a real-world feedback loop to Product, Engineering, and AI teams based on hospital usage and outcomes

Who You Are:
• 7+ years in healthcare-facing roles (Clinical Operations, Healthcare IT, Health System Analytics, or Consulting)
• Direct experience working inside hospitals and across multiple departments and stakeholder types
• Strong preference for experience in patient flow, throughput, staffing, or operational transformation
• Technical literacy (required):
• Familiarity with EHR ecosystems (Epic, Cerner, Meditech)
• Ability to query basic SQL, read API logs, and understand HL7/FHIR concepts
• Comfortable “looking under the hood” beyond traditional CSM responsibilities

Mindset & Skills
• Highly comfortable operating in ambiguity and learning in motion
• Systems thinker who connects workflows, data, technology, and human behavior
• Intellectually curious about AI—how models learn, adapt, and sometimes fail
• High autonomy with strong prioritization and self-management skills
• Confident communicator who can explain complex AI concepts in plain language to hospital leaders

What Sets You Apart
• You don’t wait for permission to improve things
• You enjoy building something that doesn’t yet have a name
• You balance rigor and creativity—safety matters, but so does progress
• You’re energized by being first and setting the standard others will follow