Job Application for Customer Success - Operations Specialist at Modernizing Medicine, Inc.

We are united in our mission to make a positive impact on healthcare. Join Us!

South Florida Business Journal, Best Places to Work 2024
Inc. 5000 Fastest-Growing Private Companies in America 2024
2024 Black Book Awards, ranked #1 EHR in 11 Specialties
2024 Spring Digital Health Awards, “Web-based Digital Health” category for EMA Health Records (Gold)
2024 Stevie American Business Award (Silver), New Product and Service: Health Technology Solution (Klara)

Who we are:

We Are Modernizing Medicine (WAMM)! We’re a team of bright, passionate, and positive problem-solvers on a mission to place doctors and patients at the center of care through an intelligent, specialty-specific cloud platform. Our vision is a world where the software we build increases medical practice success and improves patient outcomes. Founded in 2010 by Daniel Cane and Dr. Michael Sherling, we have grown to over 3400 combined direct and contingent team members serving eleven specialties, and we are just getting started! ModMed is based in Boca Raton, FL, with office locations in Santiago, Chile, Berlin, Germany, Hyderabad, India, and a robust remote workforce with team members across the US.

This role supports activities from Quote-to-Cash (QTC) in Salesforce, document and process management, ModMed GPT maintenance, and cross-functional taskforces. A strong focus will be on data integrity, contract workflows, and ensuring that tools and documentation are up-to-date to support internal teams in driving customer satisfaction, retention and experience in working with Salesforce and CPQ tools within a B2B SaaS organization.

Key Responsibilities

Quote-to-Cash Execution:

Support contract changes such as downgrades, upsells, and license amendments via CPQ
Process contract amendments for fee waivers, provider adds, and billing corrections
Manage re-contracting workflows between parent and child accounts
Ensure accurate setup of contracts to streamline revenue recognition

Data Accuracy & System Support:

Perform regular audits and clean-ups in Salesforce and CPQ
Address and resolve CPQ error messages or support requests
Maintain consistency of customer data across platforms (Salesforce, NetSuite)

Knowledge Management:

Maintain and update all SOPs and quick reference guides in DMS
Support ModMed GPT maintenance by chunking and uploading SOP updates

Operational Project Support:

Participate in ad hoc initiatives such as Salesforce cleanup and client outreach
Work cross-functionally to support taskforces and special CS projects

Experience & Skills Requirements

Bachelor’s degree required; healthcare or tech-related field preferred
Minimum 3 years of experience in a Customer Success, Sales Ops, or Professional Services Ops role in a B2B SaaS company
Strong knowledge of Salesforce, CPQ tools, and Quote-to-Cash processes (NetSuite knowledge is a plus)
Experience in healthcare technology is highly desirable
Exceptional attention to detail and organizational skills
Excellent written and verbal communication in English
Proficiency in documentation, knowledge management tools, and project collaboration platforms (e.g., Confluence, Jira, DMS)

Ideal Traits

Self-starter who thrives in a fast-paced, evolving environment
Analytical thinker with a problem-solving mindset
Collaborator with the ability to work across teams and functions
Passion for process improvement and operational excellence

ModMed Benefits Highlight: At ModMed, we believe it’s important to offer a competitive benefits package designed to meet the diverse needs of our growing workforce. Eligible Modernizers can enroll in a wide range of benefits:

India

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.

United States

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.

PHISHING SCAM WARNING: ModMed is among several companies recently made aware of a phishing scam involving imposters posing as hiring managers recruiting via email, text and social media. The imposters are creating misleading email accounts, conducting remote "interviews," and making fake job offers in order to collect personal and financial information from unsuspecting individuals. Please be aware that no job offers will be made from ModMed without a formal interview process, and valid communications from our hiring team will come from our employees with a ModMed email address (first.lastname@modmed.com). Please check senders’ email addresses carefully. Additionally, ModMed will not ask you to purchase equipment or supplies as part of your onboarding process. If you are receiving communications as described above, please report them to the FTC website.

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Customer Success - Operations Specialist

Key Responsibilities

Experience & Skills Requirements

Ideal Traits

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