Remote Customer Success Manager

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 – 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 CSM’s book of business
• Serve as an escalation point for issues that impact the customer’s success and utilization of MMI products deployed
• Advocate customer needs/issues cross-departmentally
• Maintain regular communication (written and verbal) with CSM’s 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