Lead Customer Success Strategist

1 week ago

Boca Raton, Florida, United States Modernizing Medicine Full time
About Us:

At Modernizing Medicine, we are dedicated to transforming healthcare through innovative technology. Our team is composed of enthusiastic and skilled professionals committed to enhancing the patient and provider experience via our advanced, specialty-specific cloud solutions. With a vision to revolutionize medical practice success and improve patient outcomes, we have expanded significantly since our inception in 2010, now employing over 3400 team members across various global locations.

Position Overview:

We are seeking a motivated Senior Customer Success Manager to become an integral part of our dynamic Customer Success team. This role is pivotal in fostering long-term relationships with our clients, ensuring their satisfaction and success with our products. The Senior Customer Success Manager will act as a trusted advisor, focusing on client retention, growth, and advocacy.

Key Responsibilities:
  • Develop and maintain an in-depth understanding of the client’s industry, our products, and their market positioning.
  • Provide consultative support to clients, offering tailored product recommendations and assisting with implementation and training to ensure a smooth transition.
  • Regularly engage with clients to confirm that our solutions are meeting their needs and delivering expected value.
  • Monitor success metrics, including client engagement and retention rates, to identify areas for improvement.
  • Recognize and pursue upsell opportunities within the assigned client portfolio.
  • Serve as a key point of contact for any issues affecting client success, advocating for their needs across departments.
  • Maintain consistent communication with clients regarding operational updates and platform adoption.
  • Document all client interactions in our CRM system to ensure accurate tracking and follow-up.
  • Utilize our customer success platform to prioritize daily and weekly tasks effectively.
  • Proactively address potential challenges, offering solutions before they escalate.
  • Lead internal customer health review meetings with relevant stakeholders.
  • Support junior team members in resolving customer escalations.
Qualifications:
  • A Bachelor’s Degree is required.
  • Four to five years of relevant experience or a combination of education and experience is necessary.
  • Strong communication skills, with an emphasis on teamwork, attention to detail, and organizational abilities.
  • Exceptional interpersonal skills, capable of engaging with senior management and navigating challenging discussions with professionalism.
  • Self-motivated individual with a passion for enhancing healthcare through technology.
  • Ability to work independently and collaboratively within a team environment.
  • Proficient in conflict resolution and problem-solving.
  • Capacity to take initiative and work with minimal supervision.
  • Empathetic communicator with a consultative mindset.
  • Familiarity with Salesforce is advantageous.
  • Adept at multitasking and adapting to shifting priorities in a fast-paced setting.
Benefits:

Modernizing Medicine offers a comprehensive benefits package designed to support the diverse needs of our workforce, including:
  • Medical, dental, and vision coverage, along with a company contribution to Health Savings Accounts.
  • A 401(k) plan with matching contributions.
  • Generous Paid Time Off and Paid Parental Leave.
  • Company-paid Life and Disability insurance, Flexible Spending Accounts, and Employee Assistance Programs.
  • Opportunities for professional development, including tuition reimbursement and access to online learning platforms.
  • A collaborative work environment with options for hybrid and remote work.

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