Remote Customer Success Manager
ModMed
๐Remote - United States
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Job highlights
Summary
Join us at ModMed, a fast-paced Healthcare IT company that is truly Modernizing Medicine! We are hiring a driven Customer Success Manager to join our positive, passionate, and high-performing Strategic Customer Success team. The CSM will be responsible for articulating the value of our SaaS cloud platform, while driving customer engagement and adoption.
Requirements
- Bachelor's Degree, required
- 3-4 years of relevant experience or equivalent combination of experience and education
- Excellent communication, teamwork, detailed-oriented and organization skills
- People skills โ the CSM must be comfortable on the phone and able to engage in/control difficult discussions while maintaining professional composure and confidence
- Motivated - we are transforming how healthcare information is created, consumed and utilized to increase practice efficiency and improve patient outcomes
- Ability to work independently as well as part of the Customer Success team
- 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
Responsibilities
- Maintain a deep knowledge of client industry, product, and role in the market
- Consult with the client to provide product recommendations, assist with go-live stabilization and training to ensure client experience is seamless and consistent
- Engage with clients to ensure the product or service is functioning as intended and adding expected value
- Track success through metrics such as client health scores, reference generation, product expansion and churn reduction
- Identify and grow upsell opportunities within the CSMโs book of business
- Serve as an escalation point for issues that impact the customerโs success and utilization of MMI products deployed
- Advocate customer needs/issues cross-departmentally
- Maintain regular communication (written and verbal) with CSMโs book of business regarding daily operations and adoption of the platform
- Monitor and record all client communication in Salesforce
- Leverage our customer success platform to organize daily and weekly focus
- Suggest practical services offered by MMI to create a more efficient and autonomous office flow
- Reach out proactively with solutions for problems/red flags the client may not even be aware of yet
Benefits
- Comprehensive medical, dental, and vision benefits
- 401(k): ModMed provides a matching contribution each payday of 50% of your contribution deferred on up to 6% of your compensation
- Generous Paid Time Off and Paid Parental Leave programs
- Company paid Life and Disability benefits, Flexible Spending Account, and Employee Assistance Programs
- 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
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