Customer Success - Operations Specialist

The purpose of this role is to support all CS team members in operational activities from Quote To Cash in Salesforce, document management, Ad Hoc Taskforces and ModMed GPT maintenance for CS. This role will be a part of ensuring system data accuracy and consistency across platforms by performing ad hoc audits and data cleanup. In addition,will help maintain documentation for tools, processes, and best practices. This role is vital for operationalizing customer success strategies and ensuring the team has the tools, insights, and processes needed to drive customer satisfaction and retention. A majority of this role work will be spent in Salesforce.

PRIMARY DUTIES/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

Related Experience / Qualifications required :

• 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.
• Prefer experience with Healthcare Tech, Salesforce, Quote to Cash systems
• Excellent English, communication, and written skills - Mandatory