Customer Success Manager

Role Overview

• Establish a trusted/strategic advisor relationship with each assigned customer and drive continued value of Velsera solution and services.
• Work with customers to build Customer Success Plans, establishing critical outcomes, and key performance indicators then apply a deep understanding of Customer Health to maximize their achievement.
• Assist customers by introducing them to the most appropriate best practices and other enablers for success at each stage of the Velsera Customer Journey.
• Identify the need for and create playbooks, solutions, best practices and other shared assets, to improve customer effectiveness and efficiency.
• Provide insights to customers with respect to the availability and applicability of new features (or deprecation/EOL of the same).
• Act as a customer advocate in all internal Velsera activities, including product road-mapping, and account planning.
• Take a risk-based approach to monitoring customer sentiment and managing account escalations.
• Measure and monitor customers’ achievement of critical and key performance indicators, reporting both internally to Velsera account stakeholders and externally to Customer Sponsors and Executives.
• Identify, qualify and support the positioning of additional business cases to expand Velsera usage within the customer organization.
• Identifying and executing on opportunities for upsell and expansions with our existing customer base.
• Manage customer renewal cycle from initial approach through contracting to ensure revenue retention.

Requirements

• Extensive experience in customer-facing technical sales or technical delivery roles (e.g. pre-sales, consulting), preferably in the clinical diagnostics or life science software industry.
• Strong relationship-building skills, both directly with customers and with Velsera internal partners.
• Familiarity with outcome-based approaches to helping customers articulate and deliver their objectives.
• Agility in being able to manage, prioritize and co-ordinate activities across a group of accounts, having diverse needs.
• Strong written and verbal communication skills, with the ability to tailor messages to different audiences.
• Comfort working collaboratively across teams and learning to balance multiple priorities.
• Organized, detail-oriented, and proactive, with a willingness to ask questions and learn.
• Ability to thrive in a fast-paced, collaborative, and sometimes ambiguous environment.
• Scientific background, specifically in genomics, is preferable.
• Clinical laboratory experience a plus, especially with Next Generation Sequencing.

Benefits

• People first. We create collaborative and supportive environments by operating with respect and flexibility to promote mental, emotional and physical health.
• Patient focused. We act with swift determination without sacrificing our expectations of quality.
• Integrity. We hold ourselves accountable and strive for transparent communication to build trust amongst ourselves and our customers.
• Curious. We ask questions and actively listen in order to learn and continuously improve.
• Impactful. We take our social responsibility with the seriousness it deserves and hold ourselves to a high standard.
• Velsera is an Equal Opportunity Employer.