Customer Success Manager

🕒 April 1

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Velsera

WebsiteLinkedInAll Job Openings

501 - 1000 employees

⚕️ Healthcare Insurance

🧬 Biotechnology

🤖 Artificial Intelligence

Healthcare Insurance • Biotechnology • Artificial Intelligence

Velsera is a leading provider of omics analytics solutions, powering precision medicine and enhancing the healthcare and life sciences ecosystem through data and actionable insights. With advanced genomics interpretation platforms, Velsera modernizes patient care by generating clinically actionable reports and integrating workflows on next-generation sequencing (NGS) test menus. Their AI-driven analysis and automation tools accelerate lab delivery of 'omics results, optimize workflow automation, and ensure compliance. Velsera's technology manages the flow of patient samples and applies machine learning to produce accurate and clinically relevant results. The company collaborates with research teams to provide expert insights and supports top pharmaceutical companies and clinical labs globally.

📋 Description

• Establish a trusted/strategic advisor relationship with each assigned customer and drive continued value of Velsera solution and services. • Work with customers to build Customer Success Plans, establishing critical outcomes, and key performance indicators then apply a deep understanding of Customer Health to maximize their achievement. • Assist customers by introducing them to the most appropriate best practices and other enablers for success at each stage of the Velsera Customer Journey. • Identify the need for and create playbooks, solutions, best practices and other shared assets, to improve customer effectiveness and efficiency. • Provide insights to customers with respect to the availability and applicability of new features (or deprecation/EOL of the same). • Act as a customer advocate in all internal Velsera activities, including product road-mapping, and account planning. • Take a risk-based approach to monitoring customer sentiment and managing account escalations. • Measure and monitor customers’ achievement of critical and key performance indicators, reporting both internally to Velsera account stakeholders and externally to Customer Sponsors and Executives. • Identify, qualify and support the positioning of additional business cases to expand Velsera usage within the customer organization. • Identifying and executing on opportunities for upsell and expansions with our existing customer base. • Manage customer renewal cycle from initial approach through contracting to ensure revenue retention.

🎯 Requirements

• Extensive experience in customer-facing technical sales or technical delivery roles (e.g. pre-sales, consulting), preferably in the clinical diagnostics or life science software industry. • Strong relationship-building skills, both directly with customers and with Velsera internal partners. • Familiarity with outcome-based approaches to helping customers articulate and deliver their objectives. • Agility in being able to manage, prioritize and co-ordinate activities across a group of accounts, having diverse needs. • Strong written and verbal communication skills, with the ability to tailor messages to different audiences. • Comfort working collaboratively across teams and learning to balance multiple priorities. • Organized, detail-oriented, and proactive, with a willingness to ask questions and learn. • Ability to thrive in a fast-paced, collaborative, and sometimes ambiguous environment. • Scientific background, specifically in genomics, is preferable. • Clinical laboratory experience a plus, especially with Next Generation Sequencing.

🏖️ Benefits

• People first. We create collaborative and supportive environments by operating with respect and flexibility to promote mental, emotional and physical health. • Patient focused. We act with swift determination without sacrificing our expectations of quality. • Integrity. We hold ourselves accountable and strive for transparent communication to build trust amongst ourselves and our customers. • Curious. We ask questions and actively listen in order to learn and continuously improve. • Impactful. We take our social responsibility with the seriousness it deserves and hold ourselves to a high standard.