Client Success Manager

At VisualDx, we help clinicians make faster, more confident diagnoses, and our Client Success Managers make sure customers get the full value of that promise. Once a contract is signed, you become the go-to partner for your accounts, from onboarding and training end users to leading business reviews with executive sponsors. You’ll dig into account data and industry trends to spot what each site needs before they ask, build growth plans with our leadership team, and work side by side with Sales to uncover new ways to expand. If you love building relationships, thrive on turning insight into action, and want to see your work make a real difference in healthcare, we’d love to meet you.

Responsibilities

Implementation

• Partners with the sales, business development, and implementation team members to lead post-sales activity for implementing new accounts and sites.
• Works in tandem with implementation team and documents all relevant activity in ClientSuccess (the CRM).
• Owns end-user training and onboarding.

Growth Strategy

• Partners with VisualDx senior management team to develop and implement a site-specific growth strategy that leads to increased awareness of the VisualDx value proposition among account decision makers, education/awareness contacts, and end users.
• Works to proactively understand the customer’s processes, procedures, and clinical/educational needs. Incorporates this knowledge into all contacts with them.
• Demonstrates successful sales attributes including resiliency, persistence, adaptability, results-driven, engaging others, teamwork, and perseverance in the face of competitive pressure or conflict.
• Employs effective presentation skills in a variety of settings, via various media.

Renewals and Retention

• Owns the renewal process for assigned accounts, monitors account health indicators, and proactively mitigates risk of non-renewal.
• Conducts periodic business reviews with account stakeholders and maintains relationships with executive sponsors and decision makers.

Customer Support

• Captures and relays customer feedback and feature requests to product team.
• Ensures resolution for any account/customer issues that arise, and that the customer expectations are achieved.
• Conducts day-to-day client success management activities including meaningful phone and email contacts per the communications plan established with the customer.
• Maintains current records and all account contact activities such as phone calls, virtual meetings, emails, and adding proposals to ClientSuccess upon completion.

Internal Collaboration

• Publishes internal reports showing account performance as it relates to the strategy plan.
• Participates in cross-functional meetings and projects and provides insight from a user and account perspective.
• Provides regular internal updates related to ongoing opportunities, trends, and projects within their respective territory.

Compensation: The base salary range for this position is $69,000–$74,000, with on-target earnings (OTE) of up to $110,000. Final base salary will depend on experience and skills. VisualDx also offers excellent benefits including free medical and dental insurance, life insurance, paid time off and a 401(k).

VisualDX is hiring in Florida, Georgia, Illinois, Indiana, Louisiana, Maryland, Massachusetts, Michigan, Minnesota, New Jersey, New York, North Carolina, Rhode Island, Texas, Utah and Virginia. Applicants must reside in one of these states to be hired. This role requires working during Eastern Time business hours.