Customer Success Manager

October 7

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Velsera

WebsiteLinkedInAll Job Openings

501 - 1000

Description

• Drive the process and monitoring of new customer onboarding through an automated journey, utilizing video tutorials, user guides , and other self-service resources. • Regularly analyze customer health metrics and other indicators, to identify potential customer issues and opportunities for engagement. • Create and send communications to customer segments ( e.g. by stage in the customer journey, or product usage profile) to provide targeted guidance and ensure their success. • Where appropriate, provide support and guidance directly to customers (1:1). • Contribute to the development and maintenance of a set of standardized 'digital-touch' communications used at key stages of the Velsera customer journey. • Contribute to the development and maintenance of self-service resources, such as knowledge base articles, FAQs, and video tutorials. • Identify opportunities for upselling and cross-selling based on customer needs and usage data. • Work closely with the sales team in sharing potential opportunities and other key commercially-relevant customer information. • Work closely with the support team to handle questions and issues from customers that can be resolved through the provision of self-service resources, or other activities that fall within the CSM remit.

Requirements

• 5 + years’ experience in customer-facing technical sales, technical support, or technical delivery roles ( e.g. pre-sales, support, consulting), preferably in the clinical diagnostics or life science software industry. • Strong understanding of customer relationship management tools and analytics. • Excellent communication and organizational skills. • Ability to work independently and manage multiple priorities effectively. • Passion for helping customers succeed and a proactive problem-solving mindset.