Customer Success Specialist

Summary

Join Modernizing Medicine (ModMed) as a Customer Success Specialist! You will be the primary contact between clients and internal stakeholders, managing the Account Management escalation queue in Salesforce. This role requires strong communication and problem-solving skills, working collaboratively with various teams to improve processes and mitigate customer risk. You will identify upsell opportunities and advocate for customer needs. A Bachelor's degree is preferred, along with 1-2 years of relevant experience. ModMed offers a competitive benefits package including comprehensive medical, dental, and vision benefits, 401(k) matching, generous PTO and parental leave, life and disability insurance, professional development opportunities, and more.

Requirements

• 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
• A 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
• 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

Responsibilities

• Manage and own customer needs that come through the Account Management escalation queue in Salesforce
• Maintain an understanding of the 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 an 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

Preferred Qualifications

• Bachelor’s Degree
• Working knowledge of Salesforce and Gainsight

Benefits

• 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