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Customer Success Manager

4 months ago

Boca Raton, United States Modernizing Medicine Full time
We are united in our mission to make a positive impact on healthcare. Join Us
  • South Florida Business Journal, Best Places to Work 2024
  • Inc. 5000 Fastest-Growing Private Companies in America 2023
  • Company of the Year | 2023 BIG Innovation Awards
  • Fastest-Growing Company of the Year - Large (Bronze) | 2022 Best in Biz Awards
Who we are:

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 Customer Success Manager to join our positive, passionate, and high-performing key-account Customer Success team focused on acting as the post-sale consultative partner and trusted advisor to our clients, and is responsible for the retention and advocacy of an assigned book of business. This is an exciting opportunity to serve as the primary relationship owner between our strategic customers and internal stakeholders within a fast-paced Healthcare IT company that is truly Modernizing Medicine

Your Role:
  • Held accountable for articulating the value of our SaaS cloud platform, while driving customer engagement and adoption.
  • Understand customer's business goals and advocate on their behalf by proactively identifying risk(s) and collaborating internally to deliver solutions and identify appropriate upsell opportunities.
  • Maintain a deep knowledge of client industry, product, and role in the market.
  • Consult with the client to provide product recommendations, assist with go live stabilization and training to ensure client experience is seamless and consistent.
  • Engage with clients to ensure the product or service is functioning as intended and adding expected value.
  • Track success through metrics such as client health scores, reference generation, product expansion and churn reduction.
  • Identify and grow upsell opportunities within the CSM's book of business.
  • Serve as an escalation point for issues that impact the customer's success and utilization of MMI products deployed.
  • Advocate customer needs/issues cross-departmentally.
  • Maintain regular communication (written and verbal) with CSM's book of business regarding daily operations and adoption of the platform.
  • Monitor and record all client communication in ChurnZeroSalesforce.
  • Leverage our customer success platform, ChurnZero, to organize your 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.
Skills & Requirements:
  • Bachelor's Degree, required.
  • Requires 1-3 years of relevant experience or equivalent combination of experience and education.
  • Excellent communication; teamwork; detailed-orientation; organization.
  • People skills - the CSM must be comfortable on the phone and able to engage in/control difficult discussions 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.
  • 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.
#LI-LM1

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) Plan with immediate vesting in the company matching contribution,
  • 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,
  • Weekly catered breakfast and lunch, treadmill workstations, Zen, and wellness rooms within our BRIC headquarters.