Customer Success Specialist at Modernizing Medicine Inc

, , United States -

Full Time

Start Date

Immediate

Expiry Date

11 Feb, 26

Salary

0.0

Posted On

13 Nov, 25

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Communication, Interpersonal Skills, Conflict Resolution, Problem-Solving, Detail-Oriented, Organized, Empathetic Communicator, Initiative, Salesforce, Gainsight, Customer Advocacy, Multi-Tasking, Team Collaboration, Customer Success, Consultative Approach, Professional Composure

Industry

Software Development

Description

We are united in our mission to make a positive impact on healthcare. Join Us! South Florida Business Journal, Best Places to Work 2024 Inc. 5000 Fastest-Growing Private Companies in America 2024 2024 Black Book Awards, ranked #1 EHR in 11 Specialties 2024 Spring Digital Health Awards, “Web-based Digital Health” category for EMA Health Records (Gold) 2024 Stevie American Business Award (Silver), New Product and Service: Health Technology Solution (Klara) Who we are: We Are Modernizing Medicine (WAMM)! We’re a team of bright, passionate, and positive problem-solvers on a mission to place doctors and patients at the center of care through an intelligent, specialty-specific cloud platform. Our vision is a world where the software we build increases medical practice success and improves patient outcomes. Founded in 2010 by Daniel Cane and Dr. Michael Sherling, we have grown to over 3400 combined direct and contingent team members serving eleven specialties, and we are just getting started! ModMed's global headquarters is based in Boca Raton, FL, with a growing office in Hyderabad, India, and a robust remote workforce across the US, Chile, and Germany. ModMed is hiring a driven Customer Success Specialist to join our positive, passionate, and high-performing Customer Success team focused on serving as the primary contact between our clients and internal stakeholders, and is a key member of our Customer Success organization. This is an exciting opportunity to act as the post-sale consultative partner and trusted advisor to our clients, and is responsible for the ownership and handling of our Account Management escalation queue in Salesforce CRM within a fast-paced Healthcare IT company that is truly Modernizing Medicine! Your Role: Manages and owns 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. Skills & Requirements: Bachelor’s Degree, preferred. 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. Working knowledge of Salesforce and Gainsight is a plus. 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. #LI-LM1 #LI-REMOTE ModMed Benefits Highlight: At ModMed, we believe it’s important to offer a competitive benefits package designed to meet the diverse needs of our growing workforce. Eligible Modernizers can enroll in a wide range of benefits: India 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. United States 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. 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. PHISHING SCAM WARNING: ModMed is among several companies recently made aware of a phishing scam involving imposters posing as hiring managers recruiting via email, text and social media. The imposters are creating misleading email accounts, conducting remote "interviews," and making fake job offers in order to collect personal and financial information from unsuspecting individuals. Please be aware that no job offers will be made from ModMed without a formal interview process, and valid communications from our hiring team will come from our employees with a ModMed email address (first.lastname@modmed.com). Please check senders’ email addresses carefully. Additionally, ModMed will not ask you to purchase equipment or supplies as part of your onboarding process. If you are receiving communications as described above, please report them to the FTC website.

Responsibilities

The Customer Success Specialist manages customer needs through the Account Management escalation queue in Salesforce and serves as a consultative partner to clients. This role involves advocating for customer needs across departments and identifying upsell opportunities.