Customer Success Manager
Viewics, Inc. is looking for a Customer Success Manager to manage a diverse and exciting line-up of customers. You will be responsible for engaging with customers post-sale, driving the implementation and delivery process, and ensuring customer satisfaction, growth and retention.
Here’s how to know if that person might be you: first and foremost, you’ve got great communications skills and build collaborative, productive relationships with customers. You take the time to understand a product thoroughly so you can effectively communicate with your customers. In addition, you’ve got experience with digital content, and a passion for delivering top notch work product to your customers. You know how to manage your time, deal with competing priorities, and build deep customer relationships while being a pro-active project manager of internal and customer teams alike. Good communication is essential as this role requires reporting and coordination around the progress of our project, products and processes.
Responsibilities
♦ Take ownership of key customer accounts and establish yourself as a content and communications expert and trusted partner to our valued customers
♦ Ensure retention and growth of all customer accounts through best in class customer service and responsiveness
♦ Closely manage and nurture accounts to identify and eliminate risk of attrition
♦ Counsel customers on communications and roll-out strategies to help drive adoption and usage with their employees
♦ Ensure on-time delivery of the business intelligence solution through pro-active project management
♦ Review and provide feedback on all solutions to ensure it meets quality standards and addresses customer-specific issues, priorities and goals
♦ Collaborate and communicate effectively with cross-functional internal teams across sales, marketing, support and product management.
♦ Meet deadlines independently, balance multiple projects, and proactively communicate delivery and mitigate issues
Skills
♦ Solid communication, listening and writing skills
♦ Aptitude for customer service and a high degree of professionalism
♦ Diplomacy, tact and grace under pressure when working through challenging and/or urgent customer issues
♦ Ability to resolve user questions through a combination of independent study, investigative programming, and collaborative efforts
♦ Superior project and time management skills; excellent attention to detail
Excellent understanding of enterprise application environments
♦ Capable of working with people of varied technical and clinical backgrounds
♦ Organized and reliable: able to work independently with little direction when necessary
♦ Team player with strong collaborative skills – you’ve worked successfully in a busy team before
♦ Self-starter with natural curiosity and technical agility
Experience
♦ Proven track record with a minimum of 8 years of business experience. A huge plus if you have knowledge of/experience in software and laboratory operations in one or more of the following roles: account management, software consulting, project management
♦ Experience in the Business Intelligence, Enterprise Analytics, Enterprise Performance Management, Budgeting/Planning is a definite plus
♦ Successful track record in reaching or exceeding goals in: customer retention, add on sales, new business quota attainment
♦ Solid knowledge of healthcare and experience interacting with Hospital Information Systems
Education
Bachelor’s Degree or related equivalent of work experience
Location
SF Bay Area; We will also consider remote location depending on experience.
Compensation
Base/Incentive Compensation + Options + Benefits
Contact
Qualified applications should submit their resume and a cover letter highlighting their experience to the company via email at careers@viewics.com. Please include “Customer Success Manager” in your email subject line.