The Customer Success Team sits at the nexus of clients and product at Videra Health. We aim to wow both our clients, and their patients, by building effective programs and video-based assessments that are easy and fun to engage in while delivering valuable clinical insight on patients, and entire populations, to our clients. The Customer Success Team also identifies trends among our accounts and partners with our product team to continuously evolve Videra’s platform to See people, differently. 

Videra Health is looking for a strategic, process-oriented, self-starter to build and grow long-term account relationships as a Senior Customer Success Manager (“CSM”). The CSM will be responsible for a portfolio of accounts, identifying each customer’s business objectives, developing and/or evolving the appropriate programs and assessments to meet those needs, and providing change management and subject matter expertise to support their customers in achieving those objectives. This teammate will also help build and standardize processes and reporting as we continue to grow our team and expand in new verticals. 

Responsibilities:

• Develop an understanding of customer’s business objectives, define and build the programs/assessments to meet those goals, and implement a strategy for support in achieving those objectives through successful Videra Health adoption.

• Continually work with accounts to support ongoing successful adoption of Videra Health’s platform, both for the client and their patients/users.

• Serve as the primary interface with customers to manage and resolve any critical situations.

• Perform periodic business reviews with customers to (re-)confirm business objectives, progress against business outcomes, confirm satisfaction, resolve technical issues, and continually drive successful product adoption. 

• Retain and grow the revenue from your portfolio of accounts. 

• Develop relationships with influential users and convert them into Videra Health champions with content including white papers, testimonials, and more.

• Drive cross-functional initiatives with the sales, product, and development teams that will improve the overall customer experience and lead to greater satisfaction and loyalty among customers.

• Develop tools, processes and best practices that both streamline our internal processes and ensure customers are realizing the greatest possible value from Videra Health.

• Leverage technical knowledge of Videra Health and its integration partners to assist in resolving technical errors and configuration

• Other duties as assigned

Requirements:

• 7+ years of healthcare experience, ideally clinical, in a behavioral health, primary care, or acute setting

• Experience in professional services, managed services, or a software company in a client-facing role 

• Outstanding task management and prioritization skills across a varied set of responsibilities in a fast paced, high volume environment

• Bias towards finding solutions vs. shutting down ideas

• Strong communication skills, both written and verbal, with the ability to create and deliver technical presentations that explain complex subjects to non-technical end users

• Strong organization and project management skills

• Fluent in English

• Conversational level of fluency (reading/writing/speaking) in Spanish preferred

• Minimum of a Bachelor's degree with strong academic performance

• Ability to travel, when needed, to client sites for training and implementation (<15% of the time)