Customer Success Specialist

Job Description

About The Role:

VuMedi's Customer Success Specialist works alongside our Customer Success Directors and is entrusted with supporting the relationships of VuMedi's Industry Partners. The CSS is responsible for managing multiple customer deliverables, launching and delivering our customers programs efficiently and effectively and ensuring customer programs exceed customer expectations with VuMedi. We expect the CSS to learn our internal admin system to launch programs, ensure programs deliver the best results and provide our CS team with high quality materials for presentation to clients.

What You'll Do:

Lead the development and execution of VuMedi's customer programs

Be the liaison to the client on development and execution of customer 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

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

Upload and publish content onto the VuMedi platform based on the requirements provided by the customer

Track and analyze viewership data using Admin and Tableau, taking action based off program analysis

Support customer reporting and develop meeting materials including Quarterly Business Reviews ("QBRs")

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

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 superior time management skills and experience managing complex projects with multiple deliverables and key stakeholders

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:

3+ years customer success or account management experience

Excellent verbal and written communication skills

Additional Desirable Experience:

Experience in the healthcare industry, pharmaceutical advertising, and/or digital marketing

Experience with Tableau, Jira, Workfront, Salesforce or other similar CRM tools

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