Enterprise Customer Success Manager

Verato is an identity intelligence company that focuses on transforming data into actionable insights. The Enterprise Customer Success Manager is responsible for engaging with strategic customers to ensure optimal value realization from their purchased solutions, driving customer satisfaction, and increasing lifetime customer value.

Responsibilities:

• Engage with assigned customers to develop and account strategy that drives customer value realization with purchased products, identify cross-sell opportunities, and ensure full subscription renewals
• Establish executive level relationships with assigned accounts and ensure satisfaction with their Verato partnership at this level
• Organize, facilitate, and create content for regular value based executive business reviews with assigned customers
• Expertly facilitate the coordination of internal resources to resolve complex problems for assigned customers
• Ensure customers (primarily executive level contacts) provide feedback through NPS surveys regarding their overall satisfaction of their relationship
• Position yourself as the Verato expert and maintain active situational awareness for every assigned customer
• Track high value customer deployments, utilization, net promoter/satisfaction, and other key customer data within CRM (Gainsight)
• Responsible for ongoing customer communication re: introductions, announcements (e.g., upcoming features & products, upgrades); events such as User Conferences, Webinars, etc
• Communicate "voice of the customer" feedback to upper management and help drive strategic initiatives and program improvement
• Provide regular updates to the Director of Customer Success on account trends and recommended process improvements
• Other duties as assigned and required

Requirements:

• Bachelor's degree in a related field
• Industry experience in healthcare (either vendor or provider side) required
• 10 years+ of relevant experience in software services, enterprise software, customer success, and/or critical account management
• Self-starter with a proven track record of driving customer success and aligning complex customer solutions at the executive and department levels
• Expert in the ability to understand high level technical aspects of the product, provide business and technical solutions to help customers optimize use of solution; and identification of technical escalation points
• Excellent problem-solving skills and ability to navigate challenging situations in a professional manner
• Excellent organizational skills including the ability to prioritize and multi-task activities across many customers at once
• Demonstrated ability to establish executive level relationships and engage in conversations that influence higher usage and value from customers
• Outstanding cross-functional collaboration skills to bring key Verato functional areas together in order to solve customer requirements
• Expert content creation and presentation moderation (story telling) skills
• Superior communications skills (presentation, written, and verbal) and demonstrated ability to communicate/present effectively at all levels of the organization, including executive level
• This candidate must be willing to travel up to 20%
• 2 years+ experience with Epic EHR preferred