Enterprise Customer Success Manager

ABOUT VERATO

As digital transformation and AI progress at lightning speed, organizations find themselves data-rich and insights-poor. Digital transformation’s promise to drive better experiences and business performance is falling short.  Data is often trapped in silos across disconnected systems of record, such as ERPs and EHRs, systems of engagement, such as CRMs, and systems of insight, such as cloud data platforms. These systems cannot integrate seamlessly without a single source of truth for identity, making it impossible to share and consume complete and trusted 360-degree views of people, organizations, and networks. 

Verato, the identity intelligence experts, powers exceptional experiences everywhere by solving the problem that drives everything else — knowing who is who. The Verato MDM Cloud, the next generation of MDM, delivers unprecedented identity intelligence by uniquely combining extraordinary identity resolution and enrichment with identity verification, AI-powered data governance, and advanced insights. Verato re-imagines MDM to be purpose-built and nimble to drive a complete and trusted 360-degree view of people, organizations, and networks across complex ecosystems with unmatched speed to value, enterprise-grade performance, and customer success.  More than 75% of the US population flows through Verato, powering a single source of truth for identity across the critical industries of healthcare, life sciences, financial services, public sector, and beyond. For more information, visit verato.com.

Core to Verato’s strategy for sustained growth is our commitment to building a strong, people-first culture that attracts, develops, and retains top talent worldwide. Verato operates on the simple principle that a company must prioritize its employees first and foremost. In return, these employees will take care of the company’s customers, and in turn, those customers will support the company’s shareholders. Verato believes in empowering teams with the best tools and development opportunities available. Staff are given chances to expand their knowledge in areas like technology (e.g., big data, distributed/cloud computing, complex algorithms), healthcare, and organizational development. As Verato continues a path of high growth and significant impact, every team member gains an influential front-row seat as we execute our business strategy. Together, we can bring about a profound and positive transformation in healthcare as we know it today. 

VERATO VALUES

We are committed to continually raising the standard of excellence throughout 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:

• 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