Job description

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

Customer Success - Operations Specialist