Customer Success - Operations Specialist

• 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

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  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