Customer Success Manager

Position : Customer Success Manager

The Customer Success Team sits at the nexus of clients and product at Videra Health. We aim to wow both our clients, and their patients, by building effective programs and video-based assessments that are easy to engage in while delivering valuable clinical insight on individual patients, and entire populations, to our clients.

The Customer Success Team also identifies trends among our accounts and partners with our product team to continuously evolve Videra’s platform to See people, differently.

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Videra Health is looking for a strategic, process-oriented, self-starter to manage and grow long-term account relationships as a Customer Success Manager ( CSM ).

The CSM will be responsible for a portfolio of accounts, identifying each customer’s business objectives, developing and / or evolving the appropriate programs and assessments to meet those needs, and providing change management and subject matter expertise to support their customers in achieving those objectives.

This teammate will also help build and standardize processes and reporting as we continue to grow our team and expand in new verticals.

Responsibilities

• Develop an understanding of customer’s business objectives, collaborate with client and internal team to define and build the programs / assessments to meet those goals, and implement a strategy to achieve those objectives through successful Videra Health adoption.
• Continually work with accounts to support ongoing successful adoption of Videra Health’s platform, both for the client and their patients / users including providing appropriate training, creating accurate reports, and updating account settings to enable success.
• Appropriately respond to patient and customer support requests in a timely manner; share customer support request trends with Videra Health team and collaborate to find solutions for enhancing the customer and patient experience.
• Serve as the primary interface with customers to manage and resolve issues.
• Leverage technical knowledge of Videra Health and its integration partners to assist in resolving technical errors and configuration.
• Retain and grow the revenue from your portfolio of accounts.
• Develop relationships with influential users and convert them into Videra Health champions with content including white papers, testimonials, and more.
• Refine tools, processes and best practices that both streamline our internal processes and ensure customers are realizing the greatest possible value from Videra Health.
• Other duties as assigned.

Qualifications

• 1-3 years of customer success or account management at a software company.
• Minimum of a Bachelor's degree with strong academic performance.
• Experience with developing high quality questions for survey questionnaires or other data collection tools.
• Strong communication skills, both written and verbal, with the ability to create and deliver technical presentations that explain complex subjects to non-technical end users.
• Outstanding task management, attention to detail, and prioritization skills across a varied set of responsibilities in a fast paced, high volume environment.
• High collaborative IQ and experience with working effectively in a team environment.
• Experience working with data and generating reports.
• Ability to travel, when needed, to client sites for training and implementation (
2 days ago