Customer Success Manager

The Customer Success Manager is the most critical role in ensuring that Velsera’s most strategically important customers 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