Customer Success Manager, Payer & Employer

Verily Health is a data platform and technology company focused on AI-enabled precision health solutions. They are seeking a Customer Success Manager for key accounts within the payer & employer sector to develop and maintain relationships with key customer stakeholders, ensuring quality solution delivery and customer health.

Responsibilities:

• Build trusted relationships with executives and key stakeholders within the client organizations to understand their strategic goals, drive product adoption, and achieve customer defined outcomes/value
• Act as the external and internal point of contact for day to day client interactions, including preparing for and following up with weekly meetings, weekly and annual reporting, and ad hoc requests
• Create success plans that align use cases with customer objectives and be able to configure them to client’s specific business hierarchy and organizational structure
• Secure renewals and identify new revenue opportunities to achieve annual renewal and growth targets
• Drive escalation of client issues and potential risk, quarterback the risk mitigation process, and ensure successful resolution of issues in a timely manner to create a positive customer experience

Requirements:

• 8+ years' experience managing a book of existing clients as a Customer Success Manager or similar role, with a reference-able track record of success. 5+ years' experience managing high value, complex, and strategic partnership accounts
• Bachelor's degree or equivalent experience
• Customer-centric with a focus on driving customer outcomes and achieving customer objectives in partnership with Verily and its suite of products
• Excellent interpersonal skills, with the ability to communicate and collaborate efficiently with individuals at various levels, both internal and externally
• Strong relationship management skills with the ability to effectively reach outcomes that balance client satisfaction with company interests
• Must be accountable with a strong work ethic, a sense of urgency and ownership, and be able to work effectively both independently and as part of a team
• Needs to be coachable, always willing to learn, and have the right combination of patience and tenacity
• Ability to deliver results under pressure, work independently, and take ownership of assigned projects
• Ability to achieve results without formal authority, using collaboration and management appropriately across departments to deliver results efficiently