Customer Success Manager

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