Customer Success Manager

ModMed is hiring a driven Customer Success Manager to join our positive, passionate, and high-performing Strategic Customer Success team focused on acting as the post-sale consultative partner and trusted advisor to our Otolaryngology clients, and is responsible for the retention and advocacy of an assigned book of business. This is an exciting opportunity to serve as the primary relationship owner between our strategic customers and internal stakeholders within a fast-paced Healthcare IT company that is truly Modernizing Medicine! The CSM will be held accountable for articulating the value of our SaaS cloud platform, while driving customer engagement and adoption. It is expected that the CSM will understand their customer’s business goals and advocate on their behalf by proactively identifying risk(s) and collaborating internally to deliver solutions and identify appropriate upsell opportunities.

Your Role:

• 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.

Skills & Requirements:

• Bachelor's Degree, required. 
• 3-4 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.

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