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 mission is to enhance the relationship between healthcare providers and patients via our advanced, specialty-specific cloud platform. Established in 2010, we have expanded to a diverse team of over 3400 professionals across various locations, all committed to improving medical practice success and patient outcomes.

Position Overview:

We are seeking a motivated Senior Customer Success Manager to enhance our dynamic Customer Success team. This role is pivotal in acting as a consultative partner and trusted advisor to our clients post-sale, focusing on retention, growth, and advocacy within an assigned portfolio.

Key Responsibilities:
  • Develop a comprehensive understanding of the client’s industry, our products, and their market positioning.
  • Provide expert consultation to clients, ensuring a smooth go-live process and ongoing training for optimal user experience.
  • Regularly engage with clients to verify that our solutions are meeting their needs and delivering anticipated value.
  • Monitor success metrics, including client engagement and churn rates, to assess performance.
  • Identify and cultivate upsell opportunities within your assigned client portfolio.
  • Act as a primary point of contact for any issues affecting client success.
  • Champion client needs across departments to ensure effective solutions.
  • Maintain consistent communication with clients regarding their operations and platform adoption.
  • Document all client interactions in our CRM system.
  • Utilize our customer success platform to prioritize daily and weekly tasks.
  • Proactively address potential issues before they escalate, offering solutions to clients.
  • Lead internal customer health review meetings with relevant stakeholders.
  • Assist junior team members in resolving customer escalations.
Qualifications:
  • Bachelor's Degree is required.
  • Four to five years of relevant experience or a suitable combination of education and experience.
  • Exceptional communication, teamwork, attention to detail, and organizational skills.
  • Strong interpersonal skills, capable of managing discussions with senior and C-Level executives while maintaining professionalism.
  • Self-motivated with a passion for enhancing healthcare efficiency and patient outcomes.
  • Able to work independently and collaboratively within a team.
  • Professional demeanor with the ability to prioritize tasks under pressure.
  • Strong conflict resolution and problem-solving abilities.
  • Proactive and able to take initiative with minimal guidance.
  • Empathetic communicator with a consultative mindset.
  • Familiarity with Salesforce is advantageous.
  • Ability to adapt quickly to changing priorities in a fast-paced environment.
Benefits:

At Modernizing Medicine, we offer a competitive benefits package tailored to meet the diverse needs of our employees, including comprehensive health coverage, a 401(k) plan with matching contributions, generous paid time off, professional development opportunities, and a supportive work environment.

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