5-7 years in customer-facing technical roles, ideally in clinical diagnostics or life science software.
Proven relationship-building skills with customers and internal partners.
Experience with outcome-based approaches for customer objectives.
Ability to manage and prioritize diverse account needs effectively.
Strong communication skills, adaptable to various audiences.
Detail-oriented and proactive mindset, with a capacity for teamwork and collaboration.
Preferably possess a scientific background in genomics and clinical lab experience.
Responsibilities
Establish trusted advisor relationships with customers to ensure value from Velsera solutions.
Develop Customer Success Plans to define critical outcomes and key performance indicators.
Guide customers with best practices throughout the Velsera Customer Journey.
Create and share playbooks and solutions to enhance customer effectiveness.
Advocate for customers in internal initiatives, including product road-mapping.
Monitor customer sentiment and manage account escalations proactively.
Report on customer performance metrics to stakeholders and identify opportunities for expansion.
Benefits
Flexible work environment fostering mental and physical health.
Commitment to quality and swift determination in improving patient lives.
Transparency in communication and accountability in results.
Encouragement of creativity and continuous learning through curiosity.
Focus on social responsibility and sustainability in business practices.
Full Job Description
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 Responsibilities
Strategic 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
Requirements
Experience
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
