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 2023
- Company of the Year | 2023 BIG Innovation Awards
- Fastest-Growing Company of the Year – Large (Bronze) | 2022 Best in Biz Awards
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 is based in Boca Raton, FL, with office locations in Santiago, Chile, Berlin, Germany, Hyderabad, India, and a robust remote workforce with team members across the US.
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 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 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.
- 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
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, including:
- Comprehensive medical, dental, and vision benefits, including a company Health Savings Account contribution,
- 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.
