Customer Success Manager, Workbench

About the role

Verily is a subsidiary of Alphabet that is using a data-driven approach to change the way people manage their health and the way healthcare is delivered. Launched from Google X in 2015, our purpose is to bring the promise of precision health to everyone, every day. We are focused on generating and activating data from a variety of sources, including clinical, social, behavioral and the real world, to arrive at the best solutions for a person based on a comprehensive view of the evidence. Our unique expertise and capabilities in technology, data science and healthcare enable the entire healthcare ecosystem to drive better health outcomes. Verily is actively seeking a Customer Success Manager for key accounts within its Life Science & MedTech sector. In this role, you will develop, maintain, and build upon foundational relationships with key customer stakeholders to enable quality solution delivery and customer health.

Responsibilities

• Build trusted relationships with client executives and key stakeholders to understand strategic goals, drive product adoption, and achieve defined customer outcomes/value.
• Serve as the external and internal point of contact for day-to-day client interactions, including preparing for, following up with, and leading weekly meetings, reporting, and managing ad hoc requests.
• Create and configure detailed success plans that align product use cases with specific customer objectives, business hierarchy, and organizational structure.
• Secure renewals and proactively identify new revenue opportunities to achieve annual renewal and growth targets.
• Drive the escalation of client issues and potential risk, quarterbacking the mitigation process for timely resolution, and tracking key Customer Success metrics such as NRR, Time-to-Value, NPS/CSAT, and Customer Health.

Requirements

• 10+ years of experience managing a book of existing clients as a Customer Success Manager (CSM) or similar role, with a proven and referenceable track record of success.
• 5+ years of experience managing high-value, complex, and strategic partnership accounts.
• Highly customer-centric, focused on driving outcomes and achieving objectives in partnership with the company, coupled with excellent interpersonal skills for efficient communication and collaboration across all internal and external levels.
• Data-driven, highly organized, and detail-oriented, with effective written and oral presentation skills and strong relationship management abilities to balance client satisfaction with company interests.
• Must be accountable, possess a strong work ethic, a sense of urgency and ownership, and demonstrate the ability to work effectively both independently (delivering results under pressure, taking ownership) and collaboratively to achieve results without formal authority.
• Experience working within or as a partner to federal or state government agencies, and/or related experience working within the public sector.
• Experience with laboratory operations and/or diagnostics.
• Qualified applicants must not require employer sponsored work authorization now or in the future for employment in the United States.
• Please note that the compensation details listed in US role postings reflect the base salary only, and do not include bonus, equity, or benefits.
• If you have a need that requires accommodation, please let us know by completing our Accommodations for Applicants form .

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