Customer Success Manager – Strategic

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ModMed

WebsiteLinkedInAlle Stellen

1001 - 5000 Mitarbeiter

🤝 B2B

☁️ SaaS

🤖 Künstliche Intelligenz

B2B • SaaS • Artificial Intelligence

ModMed ist ein Unternehmen für Gesundheitstechnologie, das spezialisierte elektronische Gesundheitsakten (EHR)-Software, Praxismanagement, Revenue Cycle Management, Analysen und Patientenkommunikations-Tools für medizinische Praxen bereitstellt. Ihre Plattform integriert KI-gesteuerte Funktionen – wie ModMed Scribe – für die klinische Dokumentation, Workflow-Automatisierung, Rechnungsunterstützung und Patientenbindung, um Fachärzten zu helfen, ihre Abläufe zu optimieren und die Effizienz zu steigern. ModMed konzentriert sich darauf, Spezialpraxen (Dermatologie, Augenheilkunde, Gastroenterologie, Orthopädie, Gynäkologie, etc. ) mit Onboarding, Support und Integrationen (FHIR API, Telemedizin, Zahlungsabwicklung) zu bedienen.

Beschreibung

• Serve as the primary point of contact and trusted advisor for assigned customers, ensuring ongoing success and satisfaction • Strategically manage and execute client renewals, including annual uplift discussions • Evaluate customer needs and activities to provide personalized recommendations and consultative support • Escalate and manage issues that impact customer experience, adoption, and success • Proactively identify areas where ModMed solutions can address inefficiencies or improve workflows • Lead and facilitate Quarterly and Annual Business Reviews (QBRs, ABRs), progress reports, and data-driven performance updates • Communicate effectively and consistently with internal teams and external stakeholders to ensure alignment and timely resolution of issues • Take ownership of customer success processes, including milestone execution and SOP adherence (e.g., EMA to EMA conversions, DDFE, license swaps) • Leverage data and insights from ChurnZero, Qlik, Salesforce, and PowerBI to inform strategy and drive results • Create and update internal SOPs as needed to promote knowledge sharing and continuous improvement

🎯 Anforderungen

• Bachelor's Degree, required • Master’s Degree, preferred • 2-3+ years of relevant experience or equivalent combination of experience • Foundational knowledge of EMA (1 to 3 specialties), PM, and ModMed’s ancillary products • Foundational understanding of Revenue Cycle Management (RCM) and Boost services • Proficient use of Salesforce, ChurnZero, PowerBI, Qlik, Jira, AskNicely, and Gainsight • Conversational knowledge of EMA to EMA (E2E) and EHR to EMA data conversions, including project duration • Understanding of the full client lifecycle and success metrics • Comfortable communicating with a range of practice POCs • Empathetic and approachable relationship builder • Excellent communication, presentation and teamwork skills • Organized, adaptable, and self-motivated • Results-oriented with a clear focus on KPIs and value-based selling • Travel required up to 10%

🏖️ Vorteile

• 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