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 for the better. Our mission is to empower healthcare providers and patients through an innovative, specialty-specific cloud platform. Since our inception in 2010, we have expanded our team to over 3,400 members, delivering exceptional service across multiple specialties. Our headquarters is in Boca Raton, FL, complemented by a global presence and a robust remote workforce.

Position Overview:

We are seeking a motivated Senior Customer Success Manager to enhance our high-performing Customer Success team. This role is pivotal in fostering post-sale relationships with our clients, ensuring their retention, growth, and advocacy. The ideal candidate will possess a deep understanding of client objectives and proactively address any challenges, collaborating internally to provide effective solutions in a dynamic Healthcare IT environment.

Key Responsibilities:
  • Develop and maintain an in-depth understanding of the client’s industry, our products, and their market positioning.
  • Consult with clients to offer tailored product recommendations and assist with implementation and training for a seamless experience.
  • Engage regularly with clients to confirm that our services are meeting their expectations and delivering value.
  • Utilize metrics to track client success, including engagement scores and churn rates.
  • Identify opportunities for upselling within your assigned client portfolio.
  • Act as a primary point of contact for any issues affecting client success.
  • Advocate for client needs across various departments.
  • Maintain consistent communication with clients regarding their operations and platform adoption.
  • Document all client interactions in Salesforce.
  • Leverage our customer success tools to prioritize daily and weekly tasks.
  • Proactively suggest services that enhance office efficiency.
  • Address potential issues before they escalate, providing solutions proactively.
  • Lead internal health review meetings with key stakeholders.
  • Support junior team members in resolving customer escalations.
Qualifications:
  • Bachelor's Degree is required.
  • Four to five years of relevant experience or a combination of education and experience.
  • Strong communication, teamwork, attention to detail, and organizational skills.
  • Ability to engage effectively with senior-level management, maintaining professionalism in challenging discussions.
  • Self-motivated with a passion for improving healthcare information systems.
  • Capable of working independently and collaboratively within a team.
  • Proficient in conflict resolution and problem-solving.
  • Ability to take initiative with minimal supervision.
  • Empathetic communicator with a consultative approach.
  • Familiarity with Salesforce is advantageous.
  • Ability to manage multiple priorities in a fast-paced environment.
Benefits:

Modernizing Medicine offers a competitive benefits package tailored to meet the diverse needs of our workforce, including comprehensive medical, dental, and vision coverage, a 401(k) plan with matching contributions, generous paid time off, professional development opportunities, and a collaborative work environment.

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