Customer Success Retention Manager
Posted on 3/8/2023
Boca Raton, FL, USA
Experience Level
Desired Skills
Customer Service
  • South Florida Business Journal, Business of the Year 2022
  • BIG Awards for Business, Company of the Year 2021
  • Best in Biz Award (Silver), Fastest-Growing Company of the Year 2021
  • South Florida Business Journal, Best Places to Work 2021
  • Inc. Magazine Best Workplaces of 2020
  • 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
  • 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
Desired Qualifications
  • Healthcare experience is a plus
Modernizing Medicine

1,001-5,000 employees

Company Overview
Modernizing Medicine's EMA is an electronic medical record (EMR) software application.