Overview The Customer Success Manager is the most critical role in ensuring that Velsera's most strategically important Customer's achieve their expected outcomes with Velsera-based solutions. They are responsible for a range of strategic accounts, working as a core member of the clinical business unit, and taking responsibility for all aspects of identifying and addressing needs for customers to be successful.
Key ResponsibilitiesStrategic Advisory:
- 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
Solution Expertise:
- 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)
Customer Advocacy:
- 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
Technical Account Management:
- 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
Commercial Account Management:
- 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
RequirementsExperience
- 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
Benefits 
