Senior Customer Success Manager
2 months ago
- South Florida Business Journal, Best Places to Work 2024
- Inc. 5000 Fastest-Growing Private Companies in America 2024
- 2024 Black Book Awards, ranked #1 EHR in 11 Specialties
- 2024 Spring Digital Health Awards, "Web-based Digital Health" category for EMA Health Records (Gold)
- 2024 Stevie American Business Award (Silver), New Product and Service: Health Technology Solution (Klara)
We Are Modernizing Medicine (WAMM) We're a team of bright, passionate, and positive problem-solvers on a mission to place doctors and patients at the center of care through an intelligent, specialty-specific cloud platform. Our vision is a world where the software we build increases medical practice success and improves patient outcomes. Founded in 2010 by Daniel Cane and Dr. Michael Sherling, we have grown to over 3400 combined direct and contingent team members serving eleven specialties, and we are just getting started ModMed is based in Boca Raton, FL, with office locations in Santiago, Chile, Berlin, Germany, Hyderabad, India, and a robust remote workforce with team members across the US.
ModMed is hiring a driven Senior Customer Success Manager to join our positive, passionate, and high-performing Customer Success team focused on acting as the post-sale consultative partner and trusted advisor to our clients, and is responsible for the retention, expansion, and advocacy of an assigned book of business. This is an exciting opportunity to understand their customer's business goals and advocate on their behalf by proactively identifying risk(s) and collaborating internally to deliver solutions within a fast-paced Healthcare IT company that is truly Modernizing Medicine
Your Role:
- Maintain a deep knowledge of client industry, product, and role in the market.
- Consult with the client to provide product recommendations, and assist with go-live stabilization and training to ensure client experience is seamless and consistent.
- Engage with clients to ensure product or service is functioning as intended and adding expected value.
- Track success through metrics such as client engagement scores, measures of churn, etc.
- Identify and grow upsell opportunities within the Senior CSM's Book of Business.
- Serve as an escalation point for issues that impact the customer's success.
- Advocate customer needs/issues cross-departmentally.
- Maintain regular communication (written and verbal) with the Senior CSM's Book of Business regarding daily operations and adoption of the platform.
- Monitor and record all client communication in Salesforce.
- Leverage our customer success platform to organize daily and weekly focus.
- Suggest practical services offered by MMI to create a more efficient and autonomous office flow.
- Reach out proactively with solutions for problems/red flags the client may not even be aware of yet.
- Assume ownership as Vertical Lead and run respective internal customer health review meetings with vertical stakeholders (GM, Sales, CS Management).
- Support the Associate Customer Success Managers and Customer Success Managers with problem-solving certain customer escalations.
- Bachelor's Degree required.
- Requires four to five years of relevant experience or an equivalent combination of experience and education.
- Excellent communication; teamwork; detailed orientation; and organization.
- People skills - this individual must be comfortable on the phone and able to engage in/control difficult discussions with senior level, and sometimes C-Level management, while maintaining professional composure and confidence.
- Motivated - we are transforming how healthcare information is created, consumed, and utilized to increase practice efficiency and improve patient outcomes.
- Ability to work independently as well as part of the customer success team.
- A professional, patient, and balanced approach to handling tasks of varying priority and stress levels.
- Conflict resolution and problem-solving skills.
- Ability to take initiative with little direction.
- Empathetic communicator with a consultative approach - able to see things from another's point of view.
- Working knowledge of Salesforce is a plus.
- Ability to multi-task and shift focus/priorities on the fly in a fast-paced environment.
#LI-REMOTE
ModMed Benefits Highlight:
At ModMed, we believe it's important to offer a competitive benefits package designed to meet the diverse needs of our growing workforce. Eligible Modernizers can enroll in a wide range of benefits, including:
- Comprehensive medical, dental, and vision benefits, including a company Health Savings Account contribution,
- 401(k): ModMed provides a matching contribution each payday of 50% of your contribution deferred on up to 6% of your compensation. After one year of employment with ModMed, 100% of any matching contribution you receive is yours to keep.
- Generous Paid Time Off and Paid Parental Leave programs,
- Company paid Life and Disability benefits, Flexible Spending Account, and Employee Assistance Programs,
- Company-sponsored Business Resource & Special Interest Groups that provide engaged and supportive communities within ModMed,
- Professional development opportunities, including tuition reimbursement programs and unlimited access to LinkedIn Learning,
- Global presence and in-person collaboration opportunities; dog-friendly HQ (US), Hybrid office-based roles and remote availability for some roles,
- Weekly catered breakfast and lunch, treadmill workstations, Zen, and wellness rooms within our BRIC headquarters.
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