About Vumedi:
Vumedi is the largest video education platform for doctors worldwide, dedicated to advancing medical education through innovative video-based learning. Our mission is to empower healthcare professionals by providing them with access to the latest clinical knowledge and surgical techniques from experts around the globe. We curate a vast library of high-quality educational content, enabling users to enhance their skills, stay informed about industry trends, and improve patient outcomes. We are headquartered in Oakland, CA, and have additional offices in Minneapolis, MN, and Zagreb, Croatia.
About The Role:
VuMedi’s Customer Success Manager (CSM) works alongside our sales, solutions and operations teams and is the primary point of contact for VuMedi’s Industry Partners. The CSM is responsible for ensuring customer satisfaction through building strong relationships, sharing best practices, ensuring programs exceed customer expectations, and presenting compelling data and insights that tie back to customers’ stated goals. Through monthly touchpoints with the customer, the CSM will stay abreast of changes to the client’s organization and objectives, identify areas of opportunity and risk, and collaborate with the sales and solutions teams to address.
With the support of the operations team, the CSM oversees multiple customer deliverables, launching and delivering our customers’ programs efficiently and effectively.
What You’ll Do:
- Serve as the primary point of contact for assigned accounts, building and maintaining strong relationships to ensure customer satisfaction and retention, leading kick-off meetings, monthly status meetings, and other customer touchpoints
- Identify customer-specific opportunities and risks and collaborate cross functionally to mitigate.
- Lead the customer relationship on development and execution of campaigns, tracking to deadlines and providing status updates to customers in the form of meetings and/or email
- Manage customer projects with a sense of accountability and urgency
- Collaborate with internal stakeholders to resolve any customer program or delivery challenges with urgency
- Attend and document details of assigned customer meetings; lead conversations around project milestones and timelines, data integration and product capabilities
- Maintain detailed CRM records to document customer status and updates
- Track and analyze viewership data, taking action based off program analysis
- Lead development and presentation of program performance metrics in Quarterly Business Reviews (“QBRs”) in collaboration with Director, Customer Success
- Be a Subject Matter Expert for the customer on all technical aspects of the VuMedi platform – including product capabilities and data integration specifications
- Collaborate with internal teams to ensure customer requirements and goals are met
- Travel as needed to client meetings.
How you can do more than account management:
- Identify and test approaches to make VuMedi's delivery methodologies more efficient and productive
- Provide product input based on customer feedback
- Drive community traffic by advocating industry trends to the education team
- Help promote a great culture
About You:
- You have strong communication and presentation skills and experience presenting complex data and results to customers at varying levels of seniority.
- You have a knack for asking questions to uncover customer needs and goals.
- You have superior time management skills and experience managing complex projects with multiple deliverables and stakeholders.
- You are skilled at problem-solving and triaging customer questions and issues with the internal team and managing the communication strategy with customers.
- You are detail-oriented and understand the importance of thorough documentation
- You have excellent analytical skills and the ability to understand complex data
- You are technically-savvy, understand data integration and enjoy learning new systems
- You are eager to learn about the evolving healthcare trends and proactive in finding creative ways to deliver solutions to customers
- You are empathetic to customers’ needs and care deeply about helping them achieve their goals
- You are a self-starter; You are confident in an autonomous environment and have the capacity to make informed decisions and guide our customers to success
Qualifications:
- 5+ years customer success or account management experience
- Excellent verbal and written communication skills
Additional Desirable Experience:
- Experience in the healthcare industry, med device or pharma advertising, and/or digital marketing
- Experience with Tableau, Jira, Workfront, Salesforce or other similar CRM tools, Google Workspace
- Project and/or Campaign management experience
- Experience analyzing data
Why Work at VuMedi:
- Career changing opportunity to help build a healthcare start-up with an exponentially growing viewership
- Make a direct impact on the growth of the company
- Be a part of a company that is beloved by doctors and improves patient care every day
Learn more about
VuMedi
