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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in customer relationship management, retention strategies, and consultative selling within the SaaS industry. Proficient in utilizing Salesforce and Gainsight to track client engagement and drive product adoption.
Highest-signal resume keywords
Customer Relationship ManagementSaaS Cloud Platform ExpertiseSalesforce ProficiencyGainsight UtilizationConflict Resolution Skills
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer EngagementProduct RecommendationsUpsell Opportunities IdentificationGo-Live StabilizationSuccess Metrics Tracking
Soft Skills
Excellent CommunicationTeamworkDetailed OrientationProblem-Solving SkillsEmpathetic Communication
Tools & Technologies
SalesforceGainsight
Certifications & Qualifications
Bachelor's Degree
Industry Keywords
Customer SuccessClient AdvocacyRetention StrategiesConsultative ApproachWorkflow Efficiency
Tech Stack
Tools & technologiesCloud
About the role
Key responsibilities & impact- Act as the post-sale consultative partner and trusted advisor to clients
- Own retention, expansion, and advocacy for an assigned book of business
- Serve as the primary relationship owner for larger, complex strategic clients and internal stakeholders
- Articulate the value of ModMed’s SaaS cloud platform and drive customer engagement and adoption
- Understand customer business goals, identify risks, and collaborate internally to deliver solutions
- Maintain deep knowledge of the client industry, product, and market role
- Provide product recommendations and assist with go-live stabilization and training
- Ensure products and services function as intended and deliver expected value
- Track client engagement, churn, and other success metrics
- Identify and grow upsell opportunities
- Serve as an escalation point for customer-impacting issues
- Advocate for customer needs across departments
- Maintain regular written and verbal communication with the assigned book of business
- Record client communications in Gainsight and Salesforce
- Use Gainsight to organize daily and weekly priorities
- Recommend ModMed services to improve office workflow efficiency and autonomy
- Proactively identify and address customer problems and red flags
- Serve as Vertical Lead and run internal customer health review meetings with vertical stakeholders
- Support Associate Customer Success Managers and Customer Success Managers with customer escalations
Requirements
What you’ll need- Bachelor's Degree, required
- Four to five years of relevant experience or equivalent combination of experience and education
- Excellent communication, teamwork, detailed orientation, and organization
- Comfortable engaging in and controlling difficult discussions with senior-level and C-level management
- Ability to work independently and 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
- Ability to multitask and shift focus and priorities in a fast-paced environment
- Working knowledge of Salesforce and/or Gainsight is a plus
Benefits
Comp & perks- Comprehensive medical, dental, and vision benefits, including a company Health Savings Account contribution
- 401(k) matching contribution of 50% of employee contributions deferred on up to 6% of compensation; matching contributions fully vested after one year
- 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
- Professional development opportunities, including tuition reimbursement programs and unlimited access to LinkedIn Learning
- Global presence and in-person collaboration opportunities
- Dog-friendly headquarters
- Weekly catered breakfast and lunch
- Treadmill workstations
- Zen and wellness rooms