ModMed Technologies - Manager - Customer Success (3-5 yrs)

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South Florida Business Journal, Best Places to Work 2024. Inc.

5000 Fastest-Growing Private Companies in America 2024.

2024 Black Book Awards, ranked #1 EHR in 11 Specialties.

2024 Spring Digital Health Awards, "Web-based Digital Health" category for EMA Health Records (Gold).

2024 Stevie American Business Award (Silver), New Product and Service: Health Technology Solution (Klara).

Who We Are:

We Are Modernizing Medicine (WAMM)! We're a team of bright, passionate, and positive problem-solvers on a mission to place doctors and patients at the center of care through an intelligent, specialty-specific cloud platform.

Our vision is a world where the software we build increases medical practice success and improves patient outcomes.

Founded in 2010 by Daniel Cane and Dr.

Michael Sherling, we have grown to over 3400 combined direct and contingent team members serving eleven specialties, and we are just getting started! ModMed is based in Boca Raton, FL, with office locations in Santiago, Chile, Berlin, Germany, Hyderabad, India, and a robust remote workforce with team members across the US.

The Manager of the Customer Success Coordination Team is responsible for leading a team of Customer Success Coordinators (CSCs) who support Customer Success Managers (CSMs) by managing administrative tasks, streamlining operations, and ensuring customer success processes run efficiently.

This role involves overseeing team performance, optimizing workflows, and collaborating with cross-functional leaders to enable CSMs to focus on strategic customer engagements that drive retention and growth.

Essential Duties And Responsibilities:

- Hire, train, and develop a high-performing team of Customer Success Coordinators.

- Conduct regular 1:1 meetings and team check-ins to foster collaboration and address challenges.

- Oversee the assignment and prioritization of tasks to ensure CSMs receive timely support.

- Develop and maintain efficient workflows for the team, identifying opportunities for improvement.

- Monitor team workload to ensure equitable distribution of responsibilities.

- Partner with Customer Success leaders to understand team needs and align support initiatives.

- Provide insights and recommendations to improve overall efficiency and effectiveness.

- Act as liaison between the Coordination Team and other departments to facilitate cross-functional collaboration.

- Ensure the team maintains accurate customer data in CRM and other tools.

- Develop and track KPIs to measure team effectiveness.

- Provide regular reports on team performance and impact to CS leadership.

- Work with the CSM team to improve and update customer-facing materials, ensuring consistency and quality.

Experience And Skills Requirements:

- Requires Graduation/Post Graduation Mandatory.

- 3-5+ years in customer support, project coordination, or administrative role.

- Experience in Customer Success and/or SaaS environments is preferred.

- Strong leadership and coaching abilities.

- Excellent verbal and written communication.

- Proficiency in CRM tools (Salesforce) preferred.

- Ability to multitask and prioritize effectively in a fast-paced environment.

- Customer-focused mindset with a collaborative approach.

- Professional, polished demeanor with customers.

- Analytical mindset with the ability to interpret data and make data-driven decisions.

ModMed Benefits Highlight:

At ModMed, we believe it's important to offer a competitive benefits package designed to meet the diverse needs of our growing workforce.

Eligible Modernizers can enroll in a wide range of benefits, including:.

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.