ModMed

Customer Success Manager

• Manage a portfolio of Client Success Senior Managers and Managers across a specialty or segment of the business
• Provide strategic oversight to ensure exceptional client satisfaction, measurable business outcomes, and long-term client retention
• Develop scalable frameworks to align service delivery across clients of varying size and complexity
• Build strong partnerships with executive-level client stakeholders, and translate organizational goals into actionable plans for their teams
• Lead a team of Senior Managers and Managers overseeing Client Advisors supporting a diverse book of business by specialty or client tier
• Drive adoption and execution of consistent client management frameworks and standard operating procedures
• Align Client Success objectives with company goals, ensuring clients receive quantifiable value from services and technology
• Serve as an executive escalation point for critical client issues, ensuring resolution strategies protect revenue and client trust
• Identify trends across the portfolio to develop proactive initiatives addressing churn risk, underperformance, or service delivery gaps
• Partner with internal teams to guide enhancements to workflows, processes, tools, and client-facing deliverables
• Oversee performance metrics and lead quarterly business reviews for high-value clients as needed
• Champion customer voice initiatives across departments, ensuring client perspectives shape service evolution and business strategies.

Director, Enterprise RCM Client Success

• Supports client advisor onboarding by ensuring consistent, high-quality experiences, refining the process, and conducting frequent check-ins with new hires.
• Develop and deploy in-role training on BOOST CS processes to upskill high-performing RCM and Account Management teams, leveraging self-created content or tools such as LinkedIn Learning.
• Responsible for monitoring Client Advisor performance through the use of audits and customer feedback, identifying training needs.
• Develop, execute, and monitor Client Advisor Assessments. This involves collaborating cross-departmentally to align assessments when similar assessments exist.
• Work to establish a certification process to effectively showcase expertise to customers.

Client Success Enablement Specialist

Learning and Development

• Design, develop, and update training materials, including presentations, user guides, job aids, and e-learning modules, for various RCM products and features.
• Conduct engaging and effective virtual and in-person training sessions for clients (medical practices, hospitals, and billing companies) and internal Modernizing Medicine staff.
• Assess training needs and tailor content and delivery methods to diverse audiences with varying levels of technical proficiency and RCM experience.
• Provide ongoing support and consultation to trainees, addressing questions, troubleshooting issues, and offering best practices for RCM workflows.
• Collaborate with product development, implementation, and support teams to stay informed about product updates and enhancements, incorporating relevant information into training programs.
• Evaluate the effectiveness of training programs through feedback, assessments, and performance metrics, and make continuous improvements.
• Maintain expert-level knowledge of Modernizing Medicine's RCM software and industry best practices.
• Assist in the creation and maintenance of a knowledge base and frequently asked questions (FAQs) related to RCM training.
• Travel as required to client sites for on-site training and support.

RCM Training Consultant

Operations

• Own and drive GTM territory planning and alignment within Salesforce to develop a scalable structure.
• Manage full-year territory account ownership and ensure data accuracy.
• Problem-solve account and territory alignment questions and manage Salesforce cases while driving clear GTM rules of engagement.
• Oversee Sales GTM hierarchy management to ensure role and team alignment across systems.
• Define and document the "laws" for lead ownership and handoffs through GTM Rules of Engagement.
• Integrate sales methodologies, such as MEDDICC or Challenger, directly into the sales process.
• Manage the weekly forecast commit cadence and perform necessary risk assessments.
• Partner with the Systems team by documenting Business Requirements for necessary infrastructure builds.
• Proactively identify, lead, and assist with the operational deployment of sales process improvement initiatives.
• Define pipeline hygiene standards to ensure "good" data for the Analytics team.
• Lead initiatives for data hygiene, reporting accuracy, and CRM governance.
• Manage month-end close activities, including Salesforce data normalization for bookings.
• Facilitate QBRs and Account Reviews to provide high-level sales data and performance analysis.
• Collaborate with GTM Innovation and Analytics teams to drive automation improvements and reporting insights.
• Support seller strategy by defining what a "productive" representative looks like and partnering with Enablement to shorten time-to-productivity.
• Conduct tool audits to evaluate ROI and identify gaps in the current sales technology stack.

Director, Enterprise RCM Client Success

Client Success Enablement Specialist

RCM Training Consultant

Sales Operations Business Partner