Technical Customer Success Manager

About Verato

Verato, the identity experts for healthcare, is a high growth healthcare technology company that enables better care everywhere by providing the single source of truth for identity to organizations across the care continuum. Over 80 of the most respected brands in healthcare rely on Verato’s next generation cloud identity resolution platform for a complete and trusted 360-degree view of their patients, provider networks, and customers in their communities. With significant market momentum building towards digital health transformation, Verato is experiencing hyper customer and revenue growth, doubling in last 15 months alone and growing over 50% annually over the last 3 years. More importantly, Verato celebrates 99% customer retention, exemplifying the fact that customer obsession is at the center of our growth story. 

Core to Verato’s strategy for continued growth is our drive to build a strong people-first culture that attracts, develops and retains the best skills and talent in the world. Verato operates on the simple notion that a company must first and foremost take care of its employees. In turn, these employees will take care of the company’s customers, and these customers will take care of the company’s shareholders. Verato believes in empowering teams with the best tools and development available. Staff receive opportunities to expand their knowledge in areas of technology (e.g. big data, distributed/cloud computing, complex algorithms), healthcare and organizational development. As Verato continues a trajectory of high-growth and high impact, each member of the team gets an influential front-row seat as we execute our business strategy. Together, we can make a profound and positive change in healthcare as we know it today. 

Verato Values

We are focused on continually raising the bar on excellence across 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:

We are seeking a Technical Customer Success Manager to enable customers and achieve their objectives with Verato services and solutions.  This dedicated healthcare focused position will be joining a highly dynamic and intellectually inspiring team.  As a member of the Verato Customer Experience team, you will be a part of a dynamic environment where hustle and the desire to make things happen are an absolute must. Verato offers a solution that is the foundation for the changes that are happening in healthcare.  This position reports to the Director of Customer Success Management.

ESSENTIAL FUNCTIONS AND DUTIES:

• Manage and mature customer relationships ensuring that value in Verato is always understood
• Define and refine specific retention strategies for portfolio of accounts
• Identify cross sell and upsell opportunities for Verato services and solutions recognizing current solution objectives, and future use cases
• Account Planning and Strategy: Developing and maintaining strategic plans for each client account to maximize revenue opportunities, foster growth, and achieve mutual goals.
• Contract Negotiation and Renewal: Negotiating contract terms and pricing with clients, as well as managing contract renewals and extensions.
• Sales and Revenue Generation: Identifying upsell and cross-sell opportunities within existing accounts to increase revenue and profitability.
• Market and Competitor Analysis: Monitoring market trends and competitor activities to identify potential threats or opportunities for account growth.
• Risk Management: Identifying potential risks associated with client accounts and implementing strategies to mitigate them.
• Help customers continuously achieve and exceed their objectives
• Coordinate with the Verato One Team to support the customer’s needs and exceed their expectations
• Communicate effectively with internal and external team members to ensure up to date visibility and health details of every account in the portfolio is understood ‘state of the union’
• You will have a precise focus on proactively protecting the privacy and security of all systems while always ensuring you are following documented policies and procedures.

EDUCATION: 

• Required: Bachelor's degree in a related field
• Preferred: N/A

EXPERIENCE:

Required:

• 3-5 years of experience in technical customer success positions
• Experience working with brand image and promoting value through customer experience 
• Account Planning and Strategy: Developing and maintaining strategic plans for each client account to maximize revenue opportunities, foster growth, and achieve mutual goals.
• Contract Negotiation and Renewal: Negotiating contract terms and pricing with clients, as well as managing contract renewals and extensions.
• Sales and Revenue Generation: Identifying upsell and cross-sell opportunities within existing accounts to increase revenue and profitability.
• Market and Competitor Analysis: Monitoring market trends and competitor activities to identify potential threats or opportunities for account growth.
• Risk Management: Identifying potential risks associated with client accounts and implementing strategies to mitigate them.
• Self-starter with exceptional organization skills and ability to communicate and foster positive business relationships
• A baseline of SaaS technical skills and a technical growth mindset to support customer relationships and promotion of solutions as they grow. Demonstrated customer trustworthiness and being responsible and accountable for customer success
• Experience in leading teams as an individual contributor and ensuring best practices and the best of Verato is exercised at all times. Ability to establish and achieve milestones keeping all team members on task continuously
• Experience analyzing and optimizing existing processes and contributing ongoing improvements of Customer Success playbooks
• Ability to acquire deep understanding of customers concerns and thoughts regarding the use of products, how it brings value to their organizations, and the ability to troubleshoot as needed
• Experience and/or demonstrated knowledge of healthcare applications such as EMRs, Integration Engines, and Population Health / Analytics
• A result-oriented, driven, positive attitude, that takes ownership about quality. 
• Willingness to jump into projects and complex environments to make sense of ambiguous details in multiple domains.
• Experience in project management, presentation, communication, and persuasion skills to influence internal and external stakeholders.

Preferred:

• 2+ years in a primary account management role (i.e. senior customer success, technical account management, technical sales or enterprise sales)
• Experience with Master Data Management (MDM) or Enterprise Master Patient Index (EMPI) technologies and implementations
• Experience with analytics and reporting skills is a plus (KPIs, dashboards, etc.)
• An understanding of the healthcare industry, desire, and to be part of a team that is transforming healthcare
  
  

THIS JOB IS RIGHT FOR YOU IF:

• Experience supporting a healthcare focused product, and enjoy collaborating with leaders, colleagues, and various stakeholders to optimize solutions
• Works well under pressure, with a high degree of dependability and adaptability
• Demonstrated technical proficiency in analytical tools thru experience and education
• Excellent verbal and written communication skills including the ability to synthesize information to senior management
• Enjoy a start-up environment with high growth potential
• Background in sales and love building relationships with clients

Equal Opportunity Employer/Veterans/Disabled