Customer Success Manager

Velsera is a company focused on providing solutions that positively impact patient lives. The Customer Success Manager is responsible for ensuring strategic customers achieve their expected outcomes by building relationships, providing insights, and managing customer success plans.

Responsibilities:

• 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