Customer Success Director, Pharmaceuticals

Vumedi is the leading video education platform for doctors with over 65,000 videos on the most breakthrough medical information, created by nationally recognized KOLs and academic partners.

We are seeking a Customer Success Director to join our rapidly growing team to support leading manufacturers who are educating physicians to help improve patient care.

About The Role:

VuMedi's Customer Success Directors are entrusted to lead the relationships, strategy, and well-being of our largest and most strategic Industry Partners. The CSDs make data-driven decisions to help our customers derive value and grow their business with VuMedi and ultimately improve patient care. In this role, you will be expected to educate our Customers on best practices in the industry and be a trusted advisor. Great CSDs for VuMedi make well-informed decisions each day in an independent manner and are hyper-focused on the success of their customers.

Why Work at VuMedi:

• Career changing opportunity to help build a healthcare start-up with an exponentially growing viewership
• Make a direct impact on company growth
• Be a part of a company that is beloved by doctors and improves patient care every day
  
  

What You'll Do:

• Build meaningful relationships with customers and key stakeholders by learning about their business, understanding their goals and making impactful recommendations
• Partner with customers to develop a strategy to optimize their program with VuMedi, educating them on best practices and industry trends
• Enable customers to become VuMedi experts and understand the value VuMedi offers
• Manage customer relationships and projects with a sense of accountability and urgency
• Oversee the development and execution of VuMedi's customer programs and ensure programs exceed customer expectations in program performance
• Partner with sales and other CS team members to maximize customer success, retention and expansion
• Achieve/exceed renewal rate target across assigned accounts
• Conduct regular business reviews and lead presentations to key stakeholders to effectively communicate program success and reinforce value proposition
• Be an industry expert and partner cross-functionally to advocate on behalf of your customers
  
  

How you can do more than account management:

• 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 are highly consultative, business savvy, and experienced in making data-driven decisions
• You naturally possess a high level of empathy and play close attention to the needs of customers and care deeply about helping them achieve their goals
• You are eager to learn about the evolving healthcare trends and proactive in finding creative ways to deliver solutions to customers
• You have an executive presence and can effortlessly navigate a complex or difficult conversation
• You are an engaging and captivating presenter and enjoy talking with and listening to others
• You are a forward-thinking and proactive customer advocate that anticipates customer needs and can see downstream pitfalls in order to stop them upstream
• You are able to meet established deadlines, while working with a sense of urgency and strong attention to detail. Able to juggle multiple priorities at one time.
• 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
• You are highly collaborative and believe working cross-functionally achieves the best results
• You have the patience and devotion to be a great mentor to junior team members, taking a sense of ownership in their growth
  
  

Qualifications:

• 7+ years customer success or account management experience
• 5+ years of management experience with multiple direct reports
• Strong oral and written communication, organizational and analytical skills. Effectively shares/disseminates information; listens to others and incorporates/integrates information.
• Experience working in high-growth, performance and deadline-driven environment
• Experience in the healthcare industry and/or digital marketing a plus
• Willingness to travel to customer locations as needed