Sr. Customer Success Manager

Modernizing Medicine

Boca Raton, FL, US
  • 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!

  • South Florida Business Journal, Best Places to Work 2021
  • 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.

Modernizing Medicine is hiring a Sr. Customer Success Manager to serve as the primary relationship owner between our larger, more complex strategic clients and internal stakeholders. In this role, you are a key member of our Customer Success organization. The Sr. Customer Success Manager acts as the post-sale consultative partner and trusted advisor to our clients, and is responsible for the retention, expansion and advocacy of an assigned book of business. Sr. Customer Success Managers are held accountable for articulating the value of our SaaS cloud platform, while driving customer engagement and adoption. To be successful in this role, it is expected that Sr. Customer Success Managers understand their customer’s business goals and advocate on their behalf by proactively identifying risk(s) and collaborating internally to deliver solutions. 

You may be a great fit for Modernizing Medicine's Sr. Customer Success Manager position IF...

  • You have a dynamic personality, with the ability to effectively engage and influence a variety of audiences at all levels of a business from tactical to strategic, including C-Level

Your Role:

  • Serve as a point of contact and trusted advisor for an assigned book of business.
  • Acts as a liaison between the client and departments within the company.
  • Optimizes the relationship between MMI and assigned accounts, managing all post-go live account activities including defining goals, creating a success plan, achieving milestones, facilitating meetings, and growing the account.
  • Tracks and actions on client information within Customer Success Applications (i.e Gainsight, Salesforce.com)
  • Provides relevant recommendations to clients using best practices and published benchmarks. 
  • Support client and organizational growth by creating upsell opportunities by offering added MMI products/services that will lead to greater client efficiency & success.                                                       
  • Monitors and supports the client’s growth plans, explaining costs, and negotiating new terms, when necessary.
  • Stays up to date on industry trends, changes, and competitor actions that might affect their client.                            
  • Creates and Provides progress reports and/or QBR to clients and upper management.      
  • Responsible for interpreting, understanding and owning the Contract and Renewal terms of Highly complex clients.                                                               
  • Meets or exceeds performance goals and metrics including retention rates and NPS targets
  • Highly communicative and self-driven, ensures alignment with internal partners and client-side contacts
  • Acts as an effective team member, working collaboratively with other Customer Success colleagues to continually improve customer experience

Skills & Requirements:

  • Bachelor's degree
  • 7+ years experience in Customer Success and/or Account Management within SaaS/Cloud organizations, ideally within the Healthcare sector supporting Medical Practices or Hospitals
  • Demonstrated career progression based on contribution and capability
  • Self-motivated, results-oriented and data-driven individual who can also contribute to the overall team results/outcomes/SLA’s
  • Dynamic personality able to effectively engage and influence a variety of audiences at all levels of a business from tactical to strategic, including C-Level at Large Medical Practices / Hospital Accounts
  • Preferred industry experience in healthcare and/or SaaS
  • Confident communicator (written and oral) skills, and a demonstrated ability to work collaboratively with all levels of internal and external organizations
  • Must be a great relationship manager, able to gain trust through communication, expectation setting, and completion of planned deliverables
  • Business acumen, solid problem solving, analytical, and organizational skills in a fast paced/high growth environment; a consultative approach to managing complex customer relationships Ability to prioritize multiple responsibilities and multi-task
  • Passion about business and dissatisfaction with status quo – always thinking of ways to improve/grow assigned customers.

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!

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