Customer Success Manager - Vumedi Inc.

Customer Success Manager

VuMedi is the leading healthcare education platform for doctors worldwide. We are seeking a Customer Success Manager to help VuMedi continue to be the best digital video resource for physicians as they look for new ways to improve patient care.

About The Role:

VuMedi's Customer Success Managers (CSMs) are entrusted with the relationships, strategy, and well-being of our customers. The CSMs make data-driven decisions to help our customers grow their business with VuMedi and ultimately improve patient care.  In this role, you will be expected to educate our Customers on best practices in the industry and be a trusted advisor. Great CSMs for VuMedi make well-informed decisions each day in an independent manner and are hyper-focused on delivering value.

Why Work at VuMedi:

• Career changing opportunity to help build a healthcare start-up with an exponentially growing viewership
• Make a direct impact on company growth
• Be a part of a company that is beloved by doctors and improves patient care every day

What You'll Do:

• Build meaningful relationships with customers and key stakeholders by learning about their business, understanding their goals and making impactful recommendations
• Partner with customers to develop strategy for higher visibility and ROI on the platform
• Enable customers to become VuMedi experts and understand the value in their analytics 
• Lead the development, management and execution of VuMedi's customer programs, tracking to deadlines, communicating updates and delivering above customer expectations
• Identify and forecast expansion opportunities and partner with sales to successfully close such opportunities
• Maintain detailed CRM records to document customer status and updates
• Achieve/exceed renewal rate target across assigned accounts
• Conduct regular business reviews and lead presentations to key stakeholders to effectively communicate ROI and reinforce value proposition
• Be an industry expert and partner cross-functionally to solution and advocate on behalf of your customers
• Collaborate with internal teams to ensure customer requirements and goals are met

How you can do more than account management:

• Provide product input based on customer feedback
• Drive community traffic by advocating industry trends to the education team
• Help promote a great culture

About You:

• 5+ years customer success or account management experience
• You are highly consultative, business savvy, and have excellent analytical skills as well as the ability to understand complex data and make data-driven decisions
• You have excellent verbal and written communication skills
• You have managed people previously and you have the patience and devotion to be a great mentor
• You are detail-oriented and have experience managing complex projects with multiple deliverables and key stakeholders
• You are technically-savvy, understand data integration and enjoy learning new systems 
• You are eager to learn about the evolving healthcare trends and are proactive in finding creative ways to deliver solutions to customers
• You are empathetic to customers needs and care deeply about helping them achieve their goals
• You are a self-starter; you are confident in an autonomous environment and have the capacity to make informed decisions and guide our customers to success
• You are an engaging and captivating presenter and enjoy talking with and listening to others
• Willingness to travel to customer locations as needed

Additional Desirable Experience:

• Experience working for a growing small-mid sized company 
• Experience in the healthcare industry, pharmaceutical advertising, and/or digital marketing 
• Experience with Tableau, Jira, Workfront, Salesforce or other similar CRM tools
• Project and/or Campaign management experience

Learn more about VuMedi