• Serve as the primary point of contact and trusted advisor for assigned customers, ensuring ongoing success and satisfaction. • Strategically manage and execute client renewals, including annual uplift discussions. • Evaluate customer needs and activities to provide personalized recommendations and consultative support. • Escalate and manage issues that impact customer experience, adoption, and success. • Proactively identify areas where ModMed solutions can address inefficiencies or improve workflows. • Lead and facilitate Quarterly and Annual Business Reviews (QBRs, ABRs), progress reports, and data-driven performance updates. • Communicate effectively and consistently with internal teams and external stakeholders to ensure alignment and timely resolution of issues. • Take ownership of customer success processes, including milestone execution and SOP adherence (e.g., EMA to EMA conversions, DDFE, license swaps). • Leverage data and insights from ChurnZero, Qlik, Salesforce, and PowerBI to inform strategy and drive results. • Create and update internal SOPs as needed to promote knowledge sharing and continuous improvement.