Customer Success Manager - Healthcare

Less than 5 years experience  •  Software

Salary depends on experience
Posted on 11/23/17
Hackensack, NJ
Less than 5 years experience
Salary depends on experience
Posted on 11/23/17

What You'll Do

  • Act as the primary post sales point of contact and advocate for Vidyo customers
  • Manage key healthcare accounts
  • Proactively work directly with medium to large enterprise business customers interacting with various levels of management ranging from Directors to C-level executives.
  • Drive customer outcomes with deep understanding of customers’ success criteria, business drivers, and initiatives.
  • Establish clear business goals, timelines, priorities and metrics for success.
  • Manage customer lifecycle ensuring successful onboarding and training of new customers.
  • Develop a targeted adoption plan for proactive engagement and continually develop new uses for Vidyo that drive adoption and that align with customers desired business outcomes.
  • Report and draft success plans to move customers from red to green.
  • Serve as customer advocate and liaison between cross functional internal teams to ensure customers’ needs and escalations are being met with sales, marketing, product, support and engineering.
  • Proactively monitor and identify customer health risks and mitigate non-renewal churnrisk.
  • Analyze and monitor customer data to draw insights with the goal of communicating those findings to customers in order to modify user behavior and increase user productivity.
  • Develop and conduct Quarterly Business Reviews to measure progress against goals and evaluate opportunities for improvement.
  • Manage customer satisfaction surveys and NPS scores to drive key improvements.
  • Partner withSales to identify expansion and upsell opportunities or high value renewals.

  Who You Are

  • BS/BA Degree in business or another relevant discipline required.
  • 3-5years in a customer facing role preferably at a SaaS company.
  • You have Healthcare Industry experience
  • Prior experience managing a portfolio of customers with total ARR between $1 and $5 Million.
  • Passionate about servicing customers and relationship development.
  • Strong leadership skills to advocate cross functionally on behalf of customers.
  • Ability to manage and prioritize multiple customers across different stages in the customer lifecycle to meet customer needs, escalations, and ultimately drive customer satisfaction, retention and growth.
  • Excellent analytical/problem solving ability to unblock customers from business and technical issues.
  • Identify process improvements to help drive repeatable and efficient customer engagement.
  • Skilled at analyzing customer usage data and providing recommendations based off data insights.
  • Technical knowledge and experience in video is a plus.
  • Customer Success, Account Management, Sales, or Customer service experiencedesired.
  • Superior presentation and meeting facilitation skills.
  • Familiarity with Customer Success software applications and methodology.
  • Ability to work in a cross-functional collaborative team environment.
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