Position: Customer Success Manager

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 to engage in while delivering valuable clinical insight on individual 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 manage and grow long-term account relationships as a 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.

Videra Health

Videra Health is an FDA-registered digital health platform that helps providers, and payers, scale how they see their patients through automated clinical workflows (e.g. screenings, monitoring, evaluations, follow-ups, and triage outside of a clinical setting). Our automated, AI-assisted, asynchronous video assessments are changing how providers can “see,” and care for patients. We do the heavy lifting of connecting with the patient (anytime and anywhere), administering assessments and screenings, and letting patients respond with open-ended video responses. Videra uses AI and powerful analytics to summarize clinical insights from a patient’s video responses in a clear and actionable way for care team intervention.

Videra Health was founded in 2019, and boasts a talented team with deep expertise across both healthcare and technology. Our co-founders are internationally recognized behavioral health experts and technologists that previously built the world's largest video-interaction analytics platform. We are a hybrid, remote-friendly workplace, providing employees the flexibility to work where they are most productive, whether that’s at home, in the office, or a combination of the two. In every aspect, we aim to See people, differently.

Responsibilities:

• Develop an understanding of customer’s business objectives, collaborate with client and internal team to define and build the programs/assessments to meet those goals, and implement a strategy to achieve 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 including providing appropriate training, creating accurate reports, and updating account settings to enable success.

• Appropriately respond to patient and customer support requests in a timely manner; share customer support request trends with Videra Health team and collaborate to find solutions for enhancing the customer and patient experience.

• Serve as the primary interface with customers to manage and resolve issues. Leverage technical knowledge of Videra Health and its integration partners to assist in resolving technical errors and configuration.

• 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.

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

• Other duties as assigned

Required Qualifications:

• 1-3 years of customer success or account management at a software company

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

• Experience with developing high quality questions for survey questionnaires or other data collection tools

• 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

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

• High collaborative IQ and experience with working effectively in a team environment

• Experience working with data and generating reports

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

Preferred Qualifications

• Healthcare experience, ideally clinical, in a behavioral health, primary care, or acute setting

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