Customer Success Specialist

ModMed • Remote-FL, FL

4d • Hybrid

About The Position

The Customer Specialist acts 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. The CSS serves as the primary contact between our clients and internal stakeholders, and is a key member of our Customer Success organization. The CSS will be held accountable for delivering the appropriate solution/deliverables for each case that is sent to the AM queue, while maintaining a positive customer experience. It is expected that the CSS will understand the customer’s business goals (as appropriate) and advocate on their behalf by collaborating internally to deliver solutions.

Requirements

• 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
• 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

Nice To Haves

• Bachelor's Degree
• Working knowledge of Salesforce and Gainsight is a plus

Responsibilities

• Manages/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
• Potential of owning your own small book of business

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree