Enterprise Customer Success Manager

ABOUT VERATO

Verato, the identity experts for healthcare, is a high growth healthcare technology company that enables better care everywhere by providing the single source of truth for identity to organizations across the care continuum. Over 80 of the most respected brands in healthcare rely on Verato’s next generation cloud identity resolution platform for a complete and trusted 360-degree view of their patients, provider networks, and customers in their communities. With significant market momentum building towards digital health transformation, Verato is experiencing hyper customer and revenue growth, doubling in last 15 months alone and growing over 50% annually over the last 3 years. More importantly, Verato celebrates 99% customer retention, exemplifying the fact that customer obsession is at the center of our growth story. 

Core to Verato’s strategy for continued growth is our drive to build a strong people-first culture that attracts, develops and retains the best skills and talent in the world. Verato operates on the simple notion that a company must first and foremost take care of its employees. In turn, these employees will take care of the company’s customers, and these customers will take care of the company’s shareholders. Verato believes in empowering teams with the best tools and development available. Staff receive opportunities to expand their knowledge in areas of technology (e.g. big data, distributed/cloud computing, complex algorithms), healthcare and organizational development. As Verato continues a trajectory of high-growth and high impact, each member of the team gets an influential front-row seat as we execute our business strategy. Together, we can make a profound and positive change in healthcare as we know it today. 

VERATO VALUES

We are focused on continually raising the bar on excellence across the organization, from marketing to engineering to customer service. Our guiding principles are to Make a Difference, to be Trustworthy and to be Customer Obsessed.

Verato employees have a precise focus on proactively protecting the privacy and security of all systems while always ensuring they are following documented policies and procedures.

ABOUT THE POSITION:

The Enterprise Customer Success Manager (CSM) is responsible for proactive engagement with our most strategic customers. The Enterprise CSM will guide the customer to optimal value realization for the solutions they have purchased from Verato while at the same time partnering with the customer on their business needs and positioning future product investments. The Enterprise CSM is responsible for maintaining a yearly ARR and growth target for their assigned accounts. To accomplish this, you will be responsible for driving customer satisfaction, product adoption, and ultimately, increasing the lifetime customer value of assigned customers. It will be required that you work cross-functionally within the organization to resolve customer satisfaction related issues and strategically deliver a signature experience for our customers, ensuring full renewals and product expansion across our solutions.  This position reports to the Director of Customer Success.

ESSENTIAL FUNCTIONS AND DUTIES:

• Engage with assigned customers to develop and account strategy that drives customer value realization with purchased products, identify cross-sell opportunities, and ensure full subscription renewals 
• Establish executive level relationships with assigned accounts and ensure satisfaction with their Verato partnership at this level
• Organize, facilitate, and create content for regular value based executive business reviews with assigned customers
• Expertly facilitate the coordination of internal resources to resolve complex problems for assigned customers
• Ensure customers (primarily executive level contacts) provide feedback through NPS surveys regarding their overall satisfaction of their relationship
• Position yourself as the Verato expert and maintain active situational awareness for every assigned customer
• Track high value customer deployments, utilization, net promoter/satisfaction, and other key customer data within CRM (Gainsight).
• Responsible for ongoing customer communication re: introductions, announcements (e.g., upcoming features & products, upgrades); events such as User Conferences, Webinars, etc.
• Communicate "voice of the customer" feedback to upper management and help drive strategic initiatives and program improvement.
• Provide regular updates to the Director of Customer Success on account trends and recommended process improvements
• Other duties as assigned and required

EDUCATION: 

• Required: Bachelor's degree in a related field
• Preferred: N/A

EXPERIENCE:

• Bachelor’s degree in business or related discipline preferred.
• Industry experience in healthcare (either vendor or provider side) required
• 10 years+ of relevant experience in software services, enterprise software, customer success, and/or critical account management.
• 2 years+ experience with Epic EHR preferred.
• Self-starter with a proven track record of driving customer success and aligning complex customer solutions at the executive and department levels.
• Expert in the ability to understand high level technical aspects of the product, provide business and technical solutions to help customers optimize use of solution; and identification of technical escalation points.
• Excellent problem-solving skills and ability to navigate challenging situations in a professional manner.
• Excellent organizational skills including the ability to prioritize and multi-task activities across many customers at once.
• Demonstrated ability to establish executive level relationships and engage in conversations that influence higher usage and value from customers.
• Outstanding cross-functional collaboration skills to bring key Verato functional areas together in order to solve customer requirements.
• Expert content creation and presentation moderation (story telling) skills 
• Superior communications skills (presentation, written, and verbal) and demonstrated ability to communicate/present effectively at all levels of the organization, including executive level.
• This candidate must be willing to travel up to 20%.

Equal Opportunity Employer/Veterans/Disabled