At Modernizing Medicine, we look for passionate, innovative, creative Rock Stars!

Modernizing Medicine is hiring aCustomer Success Retention Manager who will demonstrate proven negotiation skills to close all assigned subscription based renewal opportunities post-sales, retain the highest percentage of ARR for customers wishing to terminate while in term, and will own other general ad-hoc customer success support functions. The Customer Success Retention Manager will assist in ensuring timely renewals, increased knowledge of gGastro suite of products/solutions, and help maintain a high level of customer satisfaction, while collaborating with Sales, Legal, Customer Success, Support and internal management.

Your Role:

• Manage and own internal and external renewal processes (via salesforce CPQ and MMI legal team) for all customers in multiple time zones across the US
• Collaborate with the Senior Manager, Vice President of Customer Success, and General Manager of EMA on all reports and renewal / price attainment tracking sheets, and retention results. Own the renewal price template, completed 90 days in advance of each renewal 
• Track and manage all renewal activity in Salesforce CRM, and analyze current customer agreement & data to determine retention and uplift strategy
• Work directly with Customer Success Managers, Sales Operations, and our customers to ensure timely and accurate contract renewal execution
• Make outbound calls to existing medium and low complexity customer-base in order to close upcoming subscription based renewal contracts. This includes any residual Month to Month clients,  shifting them to 12, 24 or 36 month agreements. High complexity clients will be a collaborative process between the Customer Success executive team
• Communicate information to management and staff in order to maximize customer retention, revenue, and profitability
• Track and trend monthly, quarterly and annually, renewal summaries with MMI Management, highlighting outcomes and price attainment goals
• Support the customer success case queue in Salesforce to address add-ons, contract questions, etc.
• Identify key issues in customer satisfaction and develop loyalty solutions that are aligned with our corporate goals
• Communicate effectively and in a constructive manner with management, peers and coworkers
• Provide excellent customer service by acting as a resource who can answer questions and resolve subscription issues

Skills & Requirements:

• Bachelor’s degree requiredMotivated - we are transforming how healthcare information is created, consumed, and utilized to increase practice efficiency and improve patient outcomes.
• 3-5 years of relevant experience or equivalent combination of experience and education.
• Excellent communication and high emotional intelligence.
• Proven sales experience and ability to overcome objections.
• Willingness to go above and beyond job tasks presented, while working independently.
• Strong organizational and time management skills with ability to stay detail-oriented.
• Collaborative and team-oriented attitude, but able to work independently with minimal supervision.
• Effective problem-solving capabilities.
• SaaS experience required.
• Healthcare experience is a plus.

Modernizing Medicine Benefit Highlights:

• Health Insurance, 401(k), Vacation, Employee Assistance Program, Flexible Spending Accounts
• Employee Resource Groups
• Professional development opportunities including tuition reimbursement programs and unlimited access to LinkedIn Learning
• Weekly catered breakfast and lunch, treadmill workstations, quarterly onsite massages, onsite dry cleaning, onsite car wash and many more!

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