Customer Success Specialist

1 month ago

Boca Raton, United States Modernizing Medicine Full time

ModMed

is hiring a driven

Customer Success Specialist

to join our positive, passionate, and high-performing Customer Success team focused on serving as the primary contact between our clients and internal stakeholders, and is a key member of our Customer Success organization. This is an exciting opportunity to act as the post-sale consultative partner and trusted advisor to our clients, and is responsible for the ownership and handling of our Account Management escalation queue in Salesforce CRM within a fast-paced Healthcare IT company that is truly Modernizing Medicine

Your Role:

Manages and owns customer needs that come through the Account Management escalation queue in Salesforce.

Maintain an understanding of client industry, MMI suite of products, and role in the market.

Work collaboratively with other teams and departments across the organization to improve processes and mitigate customer risk.

Identify and facilitate upsell opportunities with customers as appropriate.

Serve as escalation point for issues that impact the customer’s success.

Advocate customer needs/issues cross-departmentally.

Maintain regular communication (written and verbal) with customer escalations that you are owning.

Monitor and record all client communication in Salesforce.

Suggest practical services offered by MMI to create a more efficient and autonomous office flow.

Work towards the goal of owning your own small book of business.

Skills & Requirements:

Bachelor’s Degree, preferred.

1-2 years of relevant experience or equivalent combination of experience and education.

Excellent communication and interpersonal skills, with the ability to navigate and mediate conflict.

Detailed-oriented and organized.

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.

Empathetic communicator with a consultative approach - able to see things from another person’s point of view.

Working knowledge of Salesforce and Gainsight is a plus.

Ability to multi-task and shift focus/priorities on-the-fly in a fast paced environment.

People skills - you must be comfortable on the phone and able to engage in/control difficult discussions while maintaining professional composure.

Motivated - we are a growing and ever-changing organization that is transforming how healthcare information is created, consumed and utilized to increase practice efficiency and improve patient outcomes.

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