Customer Success Specialist
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Job Description
Customer Success Specialist managing Account Management escalations in Salesforce. Advocating for clients and facilitating solutions to improve healthcare software experience.
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
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.
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
- 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
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