Director, Customer Success at Modernizing Medicine

Hyderabad, Telangana, India

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Healthcare, Healthtech, EHRIndustries

Requirements

Experienced leader capable of scaling Customer Success operations in India
Strategic thinker able to oversee Support, Professional Services, Customer Success, and Operations
Ability to hold teams accountable to key metrics (e.g., KPIs, CSAT)
Skills in managing staff activities, including onboarding, internal training, hiring, and performance metrics
Expertise in driving communication and alignment across internal India and Global Customer Success teams
Capability to develop and deploy a 3-year CS India Organization strategy, including needs and budget

Responsibilities

As a member of the Customer Success Leadership Team, ensure all policies, KPIs, SOPs etc. are aligned across offices (critical leadership duty, ~25% time: accomplished through cross-office collaboration, policy reviews, and standardization meetings to differentiate via strategic oversight)
Manage all Customer Success team staff activities, onboarding, internal training, hiring, KPIs/metrics, CSAT etc. for Professional Services, Customer Success Coordinators, Project Coordinators, Customer Education, Operations (~30% time: accomplished via direct supervision, recruitment processes, training programs, and performance tracking to ensure operational excellence and team scalability)
Drive communication and alignment amongst teams - internal India and Global Customer Success (~20% time: accomplished through regular meetings, updates, and coordination channels to foster cohesion and influence global strategy)
Develop and deploy the overall 3-year CS India Organization, Strategy, Needs and Budget (~25% time: accomplished via strategic planning, forecasting, budgeting, and roadmap execution to position India operations for growth and impact)

Skills

Customer Success

Team Leadership

Operations Management

Strategic Planning

Performance Metrics

Professional Services

Support Management

Scaling Operations

Modernizing Medicine

Specialty-specific electronic health record systems

About Modernizing Medicine

Modernizing Medicine provides specialty-specific Electronic Health Records (EHR) systems designed to improve the workflow of healthcare providers. Their main products, EMA and gGastro EHR, help users manage patient information and administrative tasks more efficiently, allowing them to concentrate on patient care. These systems adapt to the specific practices of each user, enhancing their effectiveness. Unlike many competitors, Modernizing Medicine focuses on tailored solutions for various medical specialties, which sets them apart in the healthcare technology market. The company's goal is to streamline healthcare delivery and improve patient outcomes by providing tools that simplify administrative processes.

Boca Raton, FloridaHeadquarters

2010Year Founded

$360.6MTotal Funding

LATE_VCCompany Stage

Biotechnology, HealthcareIndustries

1,001-5,000Employees

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Life Insurance

Disability Insurance

Health Savings Account/Flexible Spending Account

Unlimited Paid Time Off

Paid Vacation

Paid Sick Leave

Paid Holidays

Parental Leave

401(k) Retirement Plan

401(k) Company Match

Professional Development Budget

Conference Attendance Budget

Hybrid Work Options

Remote Work Options

Wellness Program

Risks

Potential sale by Warburg Pincus could lead to strategic shifts misaligned with current goals.

Resistance to AI technologies may slow implementation and affect user satisfaction.

Dependency on Medtronic's technology poses risks if partnership faces challenges or strategic changes.

Differentiation

ModMed offers specialty-specific EHR systems, enhancing workflow efficiency for healthcare providers.

Their EHR systems, EMA and gGastro, adapt to user practices, increasing adaptability.

ModMed integrates AI technologies, like Medtronic's GI Genius, to improve procedural accuracy.

Upsides

ModMed consistently ranks #1 in G2's 2024 Grid Reports for EHR and RCM software.

Collaboration with Brevium enhances patient re-engagement, boosting retention in gastroenterology practices.

Appointment of Dan Costantino as CISO strengthens cybersecurity, crucial for healthcare data protection.

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