What are the responsibilities and job description for the MANAGER, CUSTOMER SUCCESS position at Modernizing Medicine?
ModMed is hiring a driven Customer Success Manager to join our positive, passionate, and high-performing Customer Success team focused on collaborating with leadership and teams across the organization to develop strategic plans and objectives aligned with specific KPIs within our Modmed verticals. This is an exciting opportunity to oversees a team of Customer Success Managers (CSMs) who work with Named Enterprise and Strategic clients to enhance product adoption, manage risks, and identify upsell opportunities while delivering a world-class customer experience within a fast-paced Healthcare IT company that is truly Modernizing Medicine! The focus of this role is to refine current processes to support scalability and growth, as well as leading a team that embodies the values of Modernizing Medicine.
Your Role :
- Supervise and mentor a team of CSMs, ensuring they are effective in their roles.
- Conduct performance reviews and provide ongoing feedback and support to foster professional growth.
- Develop and implement strategic plans to meet the needs of Named Enterprise and Strategic clients.
- Collaborate with other department leaders to align strategies and initiatives with overall company goals.
- Set clear objectives and key performance indicators (KPIs) for the team to achieve targeted outcomes.
- Oversee and guide the team in building and maintaining strong, long-lasting customer relationships.
- Ensure the team effectively manages client expectations and communicates clearly throughout the customer lifecycle.
- Identify potential risks in customer accounts and develop proactive strategies to mitigate them.
- Lead and support the team in resolving complex issues that may arise, ensuring customer satisfaction and retention.
- Utilize creative skills and passion for technology to enhance customer satisfaction and deliver long-term value to our clients.
- Encourage the team to identify and pursue upsell and expansion opportunities within their client accounts.
- Ensure that the team is proactive in offering solutions and enhancements that align with client needs and contribute to business growth.
- Continually assess and evolve customer success processes to accommodate growth and improve efficiency.
- Act as a customer advocate within the organization, bringing forward customer feedback to improve products and services.
Skills & Requirements :
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