Customer Success Specialist

About the role

The Customer Specialist acts as the post-sale consultative partner and trusted advisor to our clients, responsible for owning and handling our Account Management escalation queue in Salesforce CRM. The CSS serves as the primary contact between clients and internal stakeholders, and is a key member of our Customer Success organization. The CSS will deliver appropriate solutions for each case in the AM queue while maintaining a positive customer experience, understanding the customer’s business goals, and advocating on their behalf by collaborating internally to deliver solutions.

Responsibilities

• Manages and owns customer needs that come through the Account Management escalation queue in Salesforce
• Maintains an understanding of client industry, MMI suite of products, and role in the market
• Works collaboratively with other teams and departments across the organization to improve processes and mitigate customer risk
• Identifies and facilitates upsell opportunities with customers as appropriate
• Serves as escalation point for issues that impact the customer’s success
• Advocates customer needs and issues cross-departmentally
• Maintains regular communication (written and verbal) with customer escalations that you are owning
• Monitors and records all client communication in Salesforce
• Suggests practical services offered by MMI to create a more efficient and autonomous office flow
• Potential of owning your own small book of business

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
• Strong people skills – comfortable on the phone and able to engage in/control difficult discussions while maintaining professional composure
• Motivated to work in a growing and ever-changing organization transforming how healthcare information is created, consumed, and utilized to increase practice efficiency and improve patient outcomes

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, 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

Location: Global headquarters in Boca Raton, Florida, with an extensive employee base in Hyderabad, India.