Velsera

Customer Success Manager

Velsera

full-time

Posted on:

Location Type: Remote

Location: United States

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About the role

  • 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.
  • 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).
  • 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.
  • 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.
  • 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

  • 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
  • People first. We create collaborative and supportive environments by operating with respect and flexibility to promote mental, emotional and physical health.
  • Patient focused. We act with swift determination without sacrificing our expectations of quality.
  • Integrity. We hold ourselves accountable and strive for transparent communication to build trust amongst ourselves and our customers.
  • Curious. We ask questions and actively listen in order to learn and continuously improve.
  • Impactful. We take our social responsibility with the seriousness it deserves and hold ourselves to a high standard.
  • Velsera is an Equal Opportunity Employer.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer success planskey performance indicatorsbest practicesplaybookscustomer healthaccount planningrisk managementupsell strategiesrevenue retentionNext Generation Sequencing
Soft Skills
relationship-buildingcommunication skillsorganizational skillsproactivecollaborativedetail-orientedagilityability to prioritizecustomer advocacyadaptability