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Customer Success Manager

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timePosted 3 months ago location United States salarySalary undisclosed
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Job Description

Customer Success Manager

  • REMOTE /CUSTOMER EXPERIENCE /FULL-TIME

Who we are

BioDigital has built the first cloud platform for visualizing the human body in interactive 3D. Similar to Google Earth, but for the human body, our cutting-edge technology is used on a global scale by patients and professionals who need a more engaging, visual format for learning about health and medicine. Our unique team is leveraging this work to achieve our mission of making health and the human body understandable to all people and we are seeking a talented Customer Success Manager to provide exceptional service and promote the successful use of our novel software.

Who you are

You have a proven track record of supporting technical product integrations and increasing end-user adoption. You take pride in helping customers succeed. You are customer-centric, innately curious, and results-driven. You will develop a deep understanding of BioDigital’s novel cloud-based software platform, our customers’ needs, and an intuition for how to address those needs with immersive content integrations. You are detail-oriented, a creative problem solver, and have a personal connection to our mission of helping people better understand their health.

Responsibilities

  • Become an expert in the BioDigital Human platform and how it can be used successfully by our customers
  • Help customers see value by driving workflow integration and end-user adoption (e.g. getting doctors to adopt the BioDigital Human in their core workflow)
  • Partner with the Account Management team to keep customers and internal teams on track toward target launch dates and adoption goals
  • Deliver tailored product training to a wide range of customer types, e.g., educators, clinicians, and developers
  • Serve as a technical consultant to customers throughout the implementation phase
  • Become an expert on the customer’s platforms (learning management system, course authoring software, electronic health records system, etc.) and guide them through the technical integration process
  • Familiarize yourself with what the customer wants their end users to learn and provide recommendations on the best integrated experience for meeting those learning goals
  • Understand customer’s operational workflow and advise them on how to seamlessly integrate our platform into this workflow
  • Coordinate with our Product and Engineering teams to support implementations that require custom engineering
  • Assist customers with testing and troubleshooting, collaborating with our Engineering or Customer Support team to investigate any bugs or technical obstacles as needed
  • Develop a working knowledge of our web API and SDKs (iOS, Android, and Unity) and be able to communicate their value to customers
  • Guide the customer on best practices to ensure long-term success and value with the platform
  • Relay product requests and feedback collected from customers to the Product team and advocate for customer needs in the product prioritization process

Qualifications

  • 2+ years experience in customer success, implementation, or onboarding for either a technical product requiring direct work with development teams or a product that required hands-on support for integration, training, and adoption
  • Familiarity and comfort with customer discovery with the ability to tailor presentations to specific audiences, both with advanced preparation and on the fly
  • Technical orientation; you’re curious about new technologies and have a proven track record of learning and teaching software platforms
  • Demonstrated success with writing customer-facing documentation and support materials
  • Diplomatic; able to balance competing internal and external priorities
  • Experience working with B2B SaaS products and/or healthcare experience strongly preferred. Experience in startups or other high-growth environments preferred