Posted almost 6 years ago

Position: Customer Success Manager Location: Home Office Job Id: 308 # of Openings: 0 Vidyo is the leader in integrated video collaboration for businesses that require the highest quality, real-time video communications available to directly embed into their business processes. Millions of users around the world visually connect every day with Vidyo’s secure, scalable technology and cloud-based services. Vidyo has been awarded over 170 patents worldwide and is recognized by industry analysts for its cloud platform and APIs. Thousands of enterprises, service providers, and technology partners leverage Vidyo’s technology to create innovative HD quality video-enabled applications. We envision a future in which hospitals, banks, universities, police stations, data centers, manufacturing facilities and all places in between see elegant video chat as the sustainable and intuitive way for humans to better connect with one another – making us more productive while saving tons of time and resources. From Silicon Valley to New York, Europe, Asia-Pacific and beyond, Vidyo is one of the most diverse teams in tech, with hundreds of gifted employees living and sharing their experiences all over the world. We are beyond excited about what we’re building, and believe our mission is just getting started. If you want to help us make video chat the best way to communicate, on a collaborative, smart and fun team, please apply now! Don’t see the right job right now? Say hi anyway! We’re always looking for passionate and curious people to join the team. As a Customer Success Manager you will be responsible for developing customer relationships that promote retention and loyalty. You will lead the post-sales efforts as the trusted advisor who leads healthcare customers through the lifecycle journey for onboarding, adoption, and renewal. You will work closely with customers to ensure they are satisfied with the Vidyo service, manage risks, and help them achieve their desired value. You will drive the use of Vidyo within multiple facets of the customer’s business by understanding their evolving needs and help them align their programs with best practices and key success factors. You will drive adoption across your customer base and identify opportunities for growth, expansion, and renewal. What You’ll Do Act as the primary post sales point of contact and advocate for Vidyo customers Manage key healthcare accounts Proactively work directly with medium to large enterprise business customers interacting with various levels of management ranging from Directors to C-level executives. Drive customer outcomes with deep understanding of customers’ success criteria, business drivers, and initiatives. Establish clear business goals, timelines, priorities and metrics for success. Manage customer lifecycle ensuring successful onboarding and training of new customers. Develop a targeted adoption plan for proactive engagement and continually develop new uses for Vidyo that drive adoption and that align with customers desired business outcomes. Report and draft success plans to move customers from red to green. Serve as customer advocate and liaison between cross functional internal teams to ensure customers’ needs and escalations are being met with sales, marketing, product, support and engineering. Proactively monitor and identify customer health risks and mitigate non-renewal churn risk. Analyze and monitor customer data to draw insights with the goal of communicating those findings to customers in order to modify user behavior and increase user productivity. Develop and conduct Quarterly Business Reviews to measure progress against goals and evaluate opportunities for improvement. Manage customer satisfaction surveys and NPS scores to drive key improvements. Partner with Sales to identify expansion and upsell opportunities or high value renewals. Who You Are BS/BA Degree in business or another relevant discipline required. 3-5 years in a customer facing role preferably at a SaaS company. You have Healthcare Industry experience Prior experience managing a portfolio of customers with total ARR between $1 and $5 Million. Passionate about servicing customers and relationship development. Strong leadership skills to advocate cross functionally on behalf of customers. Ability to manage and prioritize multiple customers across different stages in the customer lifecycle to meet customer needs, escalations, and ultimately drive customer satisfaction, retention and growth. Excellent analytical/problem solving ability to unblock customers from business and technical issues. Identify process improvements to help drive repeatable and efficient customer engagement. Skilled at analyzing customer usage data and providing recommendations based off data insights. Technical knowledge and experience in video is a plus. Customer Success, Account Management, Sales, or Customer service experience desired. Superior presentation and meeting facilitation skills. Familiarity with Customer Success software applications and methodology. Ability to work in a cross-functional collaborative team environment.