Customer Success Operations Specialist - Remote

Overview

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.

In Short

• Replacement Order Forms - Downgrading a solution or product and upselling the replacement
• Commit to Growth - Re-building quotes to accommodate future licenses.
• Fee Waivers for EMA to EMA Conversions - help build and support these waivers.
• Amending contracts for approved discounts.
• Moving licenses from the parent account to the child account in CPQ.
• Amending contracts to correct billing errors.
• Clean up in CPQ - Fixing contract errors from CS members.
• DMS Maintenance - keep all SOP/QRG in the document management system up to date.
• ModMed GPT (Chunking & maintenance) - Follow process to make sure all SOPs that have been updated are “chunked”.
• Ad Hoc Task Forces - examples include client reach out through Salesforce.

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

Benefits

• Comprehensive medical, dental, and vision benefits.
• 401(k) with matching contributions.
• Generous Paid Time Off and Paid Parental Leave programs.
• Company paid Life and Disability benefits.
• Professional development opportunities.
• Global presence and in-person collaboration opportunities.
• Weekly catered breakfast and lunch.