Customer Success Renewals Manager

Modernizing Medicine

United States of America
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 05/21/2021
  • Website: modmed.com
  • Company Address: 4850 Network Way, Suite 200, Boca Raton, FL, 33431

About Modernizing Medicine

Modernizing Medicine and its affiliated companies empower physicians with suites of mobile, specialty-specific solutions that transform how healthcare information is created, consumed and utilized to increase practice efficiency and improve patient outcomes.

Job Description

At Modernizing Medicine, we look for passionate, innovative, creative Rock Stars!

  • Inc. Magazine Best Workplaces of 2020
  • Inc. 5000 Fastest-Growing Private Companies in America - 2015 - 2019
  • Marketing Campaign of the Year for Telehealth - Business Intelligence Group's Public Relations & Marketing Excellence Award 2020
  • Best Use of Technology in Customer Service (Gold) - Customer Sales and Service World Awards® - 2019
  • Customer Service Department of the Year (Gold) - Customer Sales and Service World Awards - 2018

Modernizing Medicine delivers truly disruptive and transformative products and services that will impact the healthcare industry. The work we do makes a difference.

Our web and mobile applications are transforming healthcare information technology to increase practice efficiency and improve patient outcomes. We offer end-to-end specialty-specific solutions from practice management, through EMR to Revenue Cycle Management (RCM) that help our clients maximize their efficiencies.

The Customer Success Renewals Manager will demonstrate proven negotiation skills to close all assigned subscription based renewal opportunities post-sales, and will own other general ad-hoc customer success support functions. The Customer Success Renewals Manager will assist in ensuring timely renewals, increased knowledge of Modernizing Medicine suite of products/solutions, and help maintain a high level of customer satisfaction, while collaborating with Sales, Legal, Account Management, Support and internal management.

The Role:

  • Manage and own internal and external renewal processes (via salesforce CPQ and MMI legal team) for all customers in multiple time zones across the US. 
  • Collaborate with the Senior Manager and Vice President of Customer Success on all reports and renewal / price attainment tracking sheets. Own the renewal price template, completed 90 days in advance of each renewal.  
  • Track and manage all renewal activity in Salesforce CRM, and analyze current customer agreement & data to determine retention and uplift strategy.
  • Work directly with Customer Success Managers, Sales Operations, and our customers to ensure timely and accurate contract renewal execution.
  • Make outbound calls to existing medium and low complexity customer-base in order to close upcoming subscription based renewal contracts.  This includes any residual Month to Month clients,  shifting them to 12, 24 or 36 month agreements.  High complexity clients will be a collaborative process between the Customer Success executive team.
  • Communicate information to management and staff in order to maximize customer retention, revenue, and profitability.
  • Track and trend by medical specialty monthly, quarterly and annually, renewal summaries with MMI Management, highlighting outcomes and price attainment goals.
  • Support the customer success case queue in Salesforce to address add-ons, contract questions, etc.
  • Identify key issues in customer satisfaction and develop loyalty solutions that are aligned with our corporate goals.
  • Communicate effectively and in a constructive manner with management, peers and coworkers.
  • Provide excellent customer service by acting as a resource who can answer questions and resolve subscription issues.

Skills & Requirements:

  • Bachelor's degree required
  • Motivated - we are transforming how healthcare information is created, consumed, and utilized to increase practice efficiency and improve patient outcomes.
  • 3-5 years of relevant experience or equivalent combination of experience and education.
  • Excellent communication and ability to be flexible.
  • Proven sales experience and ability to overcome objections.
  • Strong organizational and time management skills with ability to stay detail-oriented.
  • Collaborative and team-oriented attitude, but able to work independently with minimal supervision.
  • Effective problem-solving capabilities.
  • SaaS experience required.
  • Healthcare experience is a plus.

Modernizing Medicine Benefit Highlights:

  • Health Insurance, 401(k), Vacation, Employee Assistance Program, Flexible Spending Accounts
  • Employee Resource Groups 
  • Professional development opportunities including tuition reimbursement programs and unlimited access to LinkedIn Learning
  • Weekly catered breakfast and lunch, treadmill workstations, quarterly onsite massages, onsite dry cleaning, onsite car wash and many more!

#LI-REMOTE

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.