Customer Success Coordinator

Summary

Join Modernizing Medicine (ModMed) as a Customer Success Coordinator! This pivotal role supports Senior CSMs in providing exceptional client service. You will manage order forms, assist with client projects, ensure seamless communication, and maintain client records. The ideal candidate possesses a bachelor's degree, 1-2 years of relevant experience, excellent communication and organizational skills, and CRM software proficiency. ModMed offers a comprehensive benefits package, including health insurance, retirement plans (401k), paid time off, remote work options, and professional development opportunities, varying by location (US and India). The company boasts a positive and collaborative work environment.

Requirements

• Bachelor’s degree
• 1-2 years of experience in a customer success, sales support, or administrative role, preferably in a technology or service-oriented business
• Excellent communication skills, both written and verbal, with the ability to effectively convey information to clients and team members
• Strong organizational and time-management skills, with a proven ability to manage multiple tasks and priorities in a fast-paced environment
• Proficiency in CRM software and Microsoft Office Suite
• Strong problem-solving abilities, with a proactive approach to identifying and resolving potential issues
• A team player with a positive attitude and the ability to work collaboratively with diverse groups
• Commitment to providing exceptional customer service and support

Responsibilities

• Accurately processes and manages client order forms, ensuring all client requests are captured and communicated to the appropriate team members for execution
• Assist Senior CSMs in managing client portfolios, including scheduling meetings, preparing reports, and responding to client inquiries to ensure a high level of customer satisfaction
• Support the execution of client deliverables by coordinating with internal departments, tracking project progress, and ensuring timely delivery of services
• Maintain and update client records in ChurnZero and SalesForce, ensuring accuracy and accessibility of information for the team
• Generate and distribute regular reports on client activity, project progress, and team performance to Senior CSMs and management
• Contribute to the continuous improvement of the customer success processes and strategies based on client feedback and observed challenges
• Assist Senior CSMs in pulling data for client presentations and tracking progress
• Work with internal ModMed teams to accomplish client work and devise solutions for ongoing issues
• Build renewals in CPQ and manage/track ongoing renewal timelines and processes

Benefits

• Comprehensive benefits package including medical for you, your family, and your dependent parents
• The company supported community engagement opportunities along with a paid Voluntary Time Off day to use for volunteering in your community of interest
• Global presence, and in-person collaboration opportunities; dog-friendly HQ (US), Hybrid office based roles and remote availability
• Company-sponsored Employee Resource Groups that provide engaged and supportive communities within ModMed
• Meals & Snacks: Enjoy complimentary office lunches & dinners on select days and healthy snacks delivered to your desk
• Insurance Coverage: Comprehensive health, accidental, and life insurance plans, including coverage for family members, all at no cost to employees
• Allowances: Annual wellness allowance to support your well-being and productivity
• Earned, casual, and sick leaves to maintain a healthy work-life balance
• Bereavement leave for difficult times and extended medical leave options
• Paid parental leaves, including maternity, paternity, adoption, surrogacy, and abortion leave
• Celebration leave to make your special day even more memorable, and company-paid holidays to recharge and unwind
• Comprehensive medical, dental, and vision benefits, including a company Health Savings Account contribution
• 401(k): ModMed provides a matching contribution each payday of 50% of your contribution deferred on up to 6% of your compensation. After one year of employment with ModMed, 100% of any matching contribution you receive is yours to keep
• 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 for some roles
• Weekly catered breakfast and lunch, treadmill workstations, Zen, and wellness rooms within our BRIC headquarters