videa.ai - Customer Success Manager
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Requirements
• 3+ years in a customer success role, experience managing enterprise level customers • Dental, DSO, healthcare industry, digital therapeutics, or digital healthcare background • SAAS expertise and experience in becoming a hands-on application expert to support a user base • Ability to develop strategic client strategies to support retention and client growth via cross-selling or up-sell initiatives • Highly organized, able to multitask, and easily adapts and responds to change • Strong communication skills. Ability to simplify and convey complex information in a confident and articulate manner while effectively communicating across various target audiences • Comfortable conducting product demonstrations and presenting virtually or in-person • Ability to solve problems quickly and creatively in a highly collaborative environment • Comfort with ambiguity: experience adapting in rapidly changing environments and contributing to an evolving sales process • Growth mindset: always looking for an opportunity to learn, grow, and give/receive feedback • Ability to perform basic data analysis using packaged tools and reporting to monitor trends, identify opportunities and provide solutions. • Project management experience including managing client communications, scheduling and managing meetings, and creating and presenting project updates and general customer presentations. • Most importantly, you care about building technology that improves people’s health. • Experience in high-growth or startup environments • Experience working on-site with clinical staff in practices • WHAT IT IS LIKE TO WORK HERE • We win and lose together as one team. Collaboration is not a buzzword here. We share context early, ask for input, and step in to help when someone is stuck. • We hold a high bar, but we stay grounded. We move fast, learn as we go, and stay focused on what matters most for clinicians and patients.
Responsibilities
• Application implementations of our suite of products, working with clinical and non-clinical (office managers, etc.) staff. Define and communicate project timelines, deliverables and updates and maintain constant communication through the project to capture feedback and address any issues. • Coordinate deliverables with other team members, including technical installers, training and support teams. • Ability to engage dental clinical teams driving VideaAI product adoption via a consultative approach through your expertise in practice workflow integration and knowledge of the application • Own the client relationship, partnering with the sales and implementation teams, and taking over management for ongoing client happiness • Product with clients and drive product adoption to successfully achieve KPIs through the use of data analytics and insights, application/user support, and proposing and supporting solutions to improve these metrics. • Collaborate with sales peers, when appropriate, on accelerating account expansion and renewals. • Forecast and manage the health of your clients • Develop and deepen relationships with clients that provide insight into their company goals and strategies • Ensure client delight that drives client advocacy opportunities • Be a client consultant. Analyze the client’s use of the product and identify trends and success metrics by running reports with our data visualization tools. Share opportunities with clients for greater enrollment and engagement • Act as a client advocate and be the voice of the client internally to refine the client experience including client implementation, onboarding, and product experience. • Contribute to product roadmap planning • Provide top-level service to our rapidly growing client base, sharing the transformative impact of our products to excite and delight • Be well versed in issue management, including appropriate escalation and client expectation management • Your work will not sit in a slide deck. It will show up chairside.
Benefits
• Competitive compensation and meaningful equity • Unlimited PTO • 100 percent company-paid dental and vision coverage • Generous medical contributions
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