Customer Success Operations Specialist

Summary

Join Modernizing Medicine (ModMed) as a Customer Success Operations Specialist! This role supports the Customer Success team in operational activities, ensuring data accuracy and consistency across platforms like Salesforce. You will handle tasks such as replacement order forms, contract amendments, and data cleanup. Maintaining documentation and supporting ModMed GPT are also key responsibilities. This position is crucial for operationalizing customer success strategies and driving customer satisfaction. The majority of the work will be performed in Salesforce. ModMed offers a competitive benefits package, including health insurance, retirement benefits, paid time off, and professional development opportunities.

Requirements

• Bachelor’s degree or equivalent ( Healthcare relevant certifications or degrees)
• Require 3 years - Enterprise B2B software company roles in support, operations, professional services, or customer success
• Excellent English, communication, and written skills

Responsibilities

• Replacement Order Forms - Downgrading a solution or product and upselling the replacement
• Commit to Growth - Re-building quotes to accommodate future licenses. Helping CSMs process amendments to add on providers throughout the length of the Commit to Growth
• Fee Waivers for EMA to EMA Conversions - help build and support these waivers when clients acquire “child” practices and need to convert them to EMA
• Amending contracts for approved discounts - this helps CSMs get their contracts out quickly so we can recognize revenue faster
• Moving licenses from the parent account to the child account in CPQ- re-contracting  - Creating new accounts and new contracts
• Moving Licenses from the Child account to the Parent account in CPQ - re-contracting - Creating new accounts and new contracts
• Amending contracts to correct billing errors - Not billing enough providers or billing incorrect start or end dates and the contract needs to be fixed in CPQ in order to flow over to NetSuite
• Clean up in CPQ - Fixing contract errors from CS members - EX. Incorrect ModMed Pay terminals were contracted. We helped the CSM correct this in the system and re-contract the new terminals and fixing typical Errors we see come through the CPQ Support Alias- CPQ Error Messages
• DMS Maintenance - keep all SOP/QRG in the document management system up to date by working with key stakeholders around CS
• ModMed GPT (Chunking & maintenance) - similar to the above,  Follow process to make sure all SOPs that have been updated are “chunked” and added to modmed GPT
• Ad Hoc Task Forces - examples include client reach out through Salesforce, Salesforce clean up

Preferred Qualifications

Experience with Healthcare Tech, Salesforce, Quote to Cash systems

Benefits

• Meals & Snacks: Enjoy complimentary office lunches & dinners on select days and healthy snacks delivered to your desk
• Insurance Coverage: Comprehensive health, accidental, and life insurance plans, including coverage for family members, all at no cost to employees
• Allowances: Annual wellness allowance to support your well-being and productivity
• Earned, casual, and sick leaves to maintain a healthy work-life balance
• Bereavement leave for difficult times and extended medical leave options
• Paid parental leaves, including maternity, paternity, adoption, surrogacy, and abortion leave
• Celebration leave to make your special day even more memorable, and company-paid holidays to recharge and unwind
• Comprehensive medical, dental, and vision benefits, including a company Health Savings Account contribution
• 401(k):  ModMed provides a matching contribution each payday of 50% of your contribution deferred on up to 6% of your compensation. After one year of employment with ModMed, 100% of any matching contribution you receive is yours to keep
• Generous Paid Time Off and Paid Parental Leave programs
• Company paid Life and Disability benefits, Flexible Spending Account, and Employee Assistance Programs
• Company-sponsored Business Resource & Special Interest Groups that provide engaged and supportive communities within ModMed
• Professional development opportunities, including tuition reimbursement programs and unlimited access to LinkedIn Learning
• Global presence and in-person collaboration opportunities; dog-friendly HQ (US), Hybrid office-based roles and remote availability for some roles
• Weekly catered breakfast and lunch, treadmill workstations, Zen, and wellness rooms within our BRIC headquarters