ModMed

Customer Success Manager

• Design and execute strategies to optimize the customer success journey, for scale and support of our long tail customer base.
• Drive outcomes aimed at reducing churn, increasing revenue, and optimizing the customer experience.
• Work collaboratively with other teams and departments across the organization to deliver efficiencies in processes and procedures.
• Manage KPIs, milestones, and long-term goals supportive of the overall company objectives for revenue, growth, and retention.
• Ensure that we are accurately forecasting at-risk customers.
• Mentor and coach individual team members to achieve daily success, reach career development goals, and reduce time to proficiency.
• Work with Operational teams to plan, staff, and budget resources for our Customer Success team.
• Inspire customer-centricity across ModMed.
• Collaborate and partner throughout the organization to represent customer needs and optimize the customer journey.
• Work with client teams to identify and mitigate risks and ensure customer satisfaction.

Senior Manager, Customer Success

Project Manager

• Execute end-to-end project management for CS Operations initiatives
• Translate executive leadership priorities into actionable project scopes, resource allocations, and execution roadmaps ensuring that all tasks are completed effectively and aligned with business objectives
• Serve as the central point of contact for project teams across
• Drive cross-functional alignment between Customer Success and key ecosystem partners (Product, Sales, and Accounting) to ensure seamless delivery
• Facilitate regular meetings and maintain consistent communication to ensure all functional leads remain aligned on deliverables
• Identify and track project risks, issues, and dependencies
• Proactively escalate roadblocks to the CS leadership and own risk management lifecycle, independently engineering and executing mitigation strategies for complex operational roadblocks
• Coordinate tactical workstreams to support new product launches and process updates
• Ensure that training materials, documentation, and internal comms are updated and ready for team rollout
• Maintain project dashboards and deliver regular status reports
• Ensure that project progress, key milestones, and health metrics are clearly and concisely communicated to internal management teams
• Optimize, scale, and govern the CS Operations project management framework, continuously identifying workflow inefficiencies to improve delivery velocity

Project Manager, CS Operations

Marketing Analyst

• Measure and analyze the ROI, efficiency, and effectiveness of all marketing programs, channels, and campaigns (digital, content, events, etc.).
• Analyze conversion rates across every stage of the marketing and sales funnel, identifying key friction points and providing recommendations to accelerate velocity from Inquiry to Closed Won.
• Ensure accurate tracking and data quality within core marketing systems (e.g., Marketo, HubSpot, Google Analytics) and their integration with Salesforce, working with the DX team as needed.
• Develop, maintain, and report on multi-touch attribution models to accurately credit marketing influence and investment across the customer journey.
• Collaborate with Marketing leadership to forecast pipeline contribution, demand targets, and provide data to inform budget allocation decisions.
• Design and maintain dashboards that clearly visualize key marketing KPIs (MQL volume, CPL, pipeline contribution) for leadership and tactical teams.

Revenue Operations Analyst

• Responsible for independently managing the successful delivery and implementation of ModMed's solutions, including both internal and external deliverables, internal and external customer stakeholder management, and achievement of ModMed's KPIs for billable utilization, time-to-revenue, CSAT, and adoption
• Receive deals from sales, review all knowledge transfer documentation, and order forms to ensure proper project initiation
• Based on this, draft a project kick-off and timeline, initiating technical projects and securing tactical resources (training/BC) to lead to a successful implementation
• Develop detailed work plans, schedules, project timelines, and status reports, using these to conduct regular project calls and/or executive steering committees as necessary
• Document, update, and maintain all work and time entries in CRM, Project Management tools, or other tools as appropriate from the point of sales hand off till project close
• Independently manage the successful delivery and implementation of backend setup and configurations for applicable features
• Field and manage change requests to balance project risk, delivery KPIs, adoption success, and customer satisfaction
• Facilitate necessary change orders, credits, order forms, or addendums via Salesforce/CPQ or Operations teams
• Escalate at-risk projects to management and leadership levels as appropriate
• Provide executive summaries, recommendations on resolution, or specific requests for support
• Collaborate with all internal and external parties to ensure alignment on delivery and mitigation of risk
• Oversee any necessary iteration of the mutual project plans to ensure success
• Travel for Project Kick-Off, Project Status, Go-Live, or Project Close at the client's location; availability for up to 25% travel required
• Maintain updated knowledge and experience for ModMed's products, healthcare service implementations, Project Management methodologies

• Own implementation phase through onboarding, training, executive sponsored meetings and goal/ KPI setting
• Collaborate with internal teams through onboarding integration to create a strong foundation for partnership
• Leverage Partner operational and CSAT data to track performance while proactively engaging with Vendors to maintain momentum and course correct as required
• Track KPIs such as velocity of implementation, lead generation by vendor, revenue generated, vendor retention and satisfaction rate, residual reports
• Build trusted relationships with key stakeholders within Modernizing Medicine and the Vendor organization to facilitate all areas of support directly related to Vendor Growth
• Review the progress of Vendor Growth and ensure that milestones and KPIs are met, and that Vendors are successful
• Drive revenue by cross selling services
• Introduce, demonstrate, and sell new products and services to the partner community
• Be responsible for the retention of vendors and recognition of at-risk characteristics and red flags
• Be able to identify potential in accounts by studying current business, evaluating additional needs of our vendors and analyzing opportunities
• Create and execute action plans on behalf of the vendor to engage appropriate cross functional teams to contribute to development, integration efforts, marketing, and channel (services) sales
• Host training and webinars to get vendor sales teams up to speed on Modernizing Medicine product and service offerings
• Work with Business Development managers to provide support by way of collateral resources, training support, etc

Vendor Success Manager

Sales

• Develop and implement strategic sales plans to achieve and exceed RCM sales targets within the assigned region.
• Identify, qualify, and close new business opportunities with large physician practices, health systems, and other strategic healthcare organizations.
• Manage the full sales cycle, from prospecting and initial contact to proposal generation, negotiation, and contract closing.
• Cultivate and maintain strong relationships with key decision-makers and influencers within target accounts.
• Conduct in-depth needs assessments and present compelling value propositions tailored to the specific RCM challenges and objectives of prospective clients.
• Collaborate closely with internal teams, including RCM operations, product, and marketing, to ensure seamless client onboarding and ongoing satisfaction.
• Provide accurate and timely sales forecasts and pipeline reports to management.
• Stay informed about industry trends, competitive landscape, and regulatory changes impacting the RCM market.
• Represent Modernizing Medicine at industry conferences, trade shows, and other networking events.
• Utilize CRM tools effectively to track sales activities, manage leads, and report on progress.

Regional Sales Manager, Strategic

Program Manager

• Lead the upstream architectural design and definition of future-state operating models across Customer Success.
• Convert abstract corporate objectives and strategic initiatives into structured, multi-stream transformation roadmaps that optimize organizational structures and drive long-term margin alignment.
• Drive the complete architectural redesign of the implementation and customer education experience into tailored, segmented engagement models (ranging from digital self-paced journeys to high-touch consultative frameworks) based on complexity and customer needs.
• Lead complex discovery sessions, executive alignment workshops, and business case development to invent net-new organizational capabilities.
• Synthesize widespread organizational friction and market shifts into actionable service delivery frameworks before they are transitioned to CS Operations for deployment.
• Proactively identify system gaps and operational bottlenecks across post-sale teams; design and implement scalable, standardized service delivery models leveraging automation and digital enablement to drive efficiency.
• Author and implement comprehensive organizational change management strategies, including impact assessments, targeted stakeholder communication, readiness planning, and adoption support to ensure structural shifts achieve high long-term adoption.
• Partner directly with executive leadership to continuously compile feedback, synthesize metrics, and formulate actionable implementation recommendations, corporate presentations, and long-term transformation roadmaps.
• Retain final accountability for tracking and delivering targeted operational cost-savings and efficiency gains, building clear metric structures to validate the ROI and value stream of all active transformation initiatives.

Program Manager, CS Operations

Business Analyst

• Leads discovery, observation, and alignment sessions with cross-functional CS stakeholders to diagnose and systematically map out complex, unstructured current-state workflows into standardized visual diagrams (e.g., Lucidchart/Visio), clarifying dependencies and identifying friction points.
• Designs, models, and architectures optimized future-state ('to-be') business models and automated workflows. Conducts process innovation workshops to eliminate redundant manual steps, lower transaction toil, and guarantee organizational scalability.
• Manages process development milestones within the broader Transformation portfolio. Identifies cross-project dependencies, tracks timeline operational risks, and proactively manages process adjustments to keep major strategic transformations on track.
• Translates high-level business goals into precise functional requirement criteria, rules, and process scoping parameters.
• Partners closely with business owners to manage formal requirement prioritization and secure structured project scope validation.
• Partners with operational teams to formulate operational transition maps, updates standardized documentation/SOP repositories, designs training guidelines, and coordinates operational support to ensure successful business adoption.
• Defines and reports on baseline operational metrics and target KPIs for process performance. Quantifies transformation impact (e.g., cycle time reduction, capacity unlocked) to justify priorities and prove continuous improvement value.
• Interfaces seamlessly with the separate, newly carved-out Technology domain, providing them clean, validated business processes to guide development, while establishing unified relationships across CS sub-units.

Associate Business Process Analyst, CS Transformation

General

• Serve as primary contact for all inbound and outbound patient calls regarding patient balance inquiries, claims processing, insurance updates, and payment collections
• Initiate outbound calls to patients of RCM clients to understand and address any account/payment issues, such as demographic and insurance updates
• Input and update patient account information and document calls into the Practice Management system
• Other duties as required to support and enhance our customer/patient-facing activities

Patient Services Specialist II

Account Executive

• Cultivate relationships with pharmaceutical and life sciences organizations, championing the unique value and clinical relevance of ModMed’s RWD solutions
• Drive the entire sales process from initial lead generation to close, targeting high-value opportunities within HEOR (Health Economics and Outcomes Research), market access, commercial, clinical operations, and RWE sectors
• Ensure exceptional client satisfaction through the seamless negotiation and execution of data license agreements, while continuously identifying expansion opportunities within client accounts
• Act as a key brand ambassador representing ModMed at industry trade shows and conferences, actively engaging with prospects and positioning our RWD solutions at the forefront of the market
• Manage and document all client interactions, quotes, and agreements meticulously within Salesforce to ensure smooth, data-driven sales operations

Data Sales Executive

Paralegal

• Draft, review, and negotiate commercial agreements including SaaS subscription agreements, master service agreements, order forms, statements of work, NDAs, data processing agreements, and amendments.
• Identify legal and business risks, apply negotiation playbooks, and resolve standard contractual issues independently.
• Partner with Sales, Revenue Operations, and Finance to support enterprise and strategic customer transactions.
• Provide guidance on subscription licensing structures, pricing terms, renewal provisions, billing triggers, and contractual obligations to facilitate timely deal execution.
• Evaluate contractual provisions related to data privacy, security requirements, service levels, indemnification, and liability.
• Ensure agreements align with company risk tolerance, healthcare customer expectations, and regulatory obligations.
• Maintain and improve contract templates, clause libraries, and negotiation playbooks.
• Support contract lifecycle management (CLM) processes and identify opportunities to improve contracting efficiency and reduce sales cycle time.
• Serve as a primary legal contact for Sales and internal stakeholders.
• Coordinate with Security, Privacy, Compliance, Finance, and Customer Success to resolve contractual issues and align transaction terms with operational capabilities.
• Maintain accurate contract records and documentation.
• Track contract metrics, negotiation trends, and turnaround times.
• Support audit and reporting requirements.
• Provide guidance to internal teams on contracting policies and procedures and support training initiatives related to contract processes and risk standards.

Senior Sales Transaction Paralegal

Billing Specialist

• Respond and assist in resolving high-volume billing cases and inquiries in a timely manner
• Review customer contracts against invoices and identify discrepancies
• Work with internal teams and customers to resolve disputes
• Prepare and maintain records of accounts receivables
• Manage customer accounts, such as updating contacts, invoices and credit memos
• Complete month-end tasks and assist with closing procedures
• Audit billing and contract systems to ensure billing completeness and accuracy
• Understand and apply billing policies and procedures

• Build and execute a comprehensive territory plan to promote our payment offerings, ensuring you meet and exceed monthly and yearly quotas.
• Conduct expert-level remote and onsite product demonstrations, providing deep industry and market expertise to prospective clients.
• Manage your entire sales funnel within Salesforce, focusing on accurate forecasting, account strategy, and efficient resource allocation.
• Drive the sales process from initial lead engagement through to quote creation and final contract negotiations.
• Actively engage with new and existing opportunities to build a robust pipeline of leads.
• Act as a liaison between internal departments to ensure a seamless customer experience and contribute to internal process improvements.

Regional Sales Manager, Payments

Director

• Develop and own the strategic roadmap for Implementation Services, aligning with company growth objectives and market trends
• Influence executive leadership on service offerings, pricing models, and go-to-market strategies
• Lead and mentor multiple service line directors/managers; foster a high-performance, client-centric culture
• Design and scale an organizational structure that supports geographic expansion, complex integrations, and managed services
• Manage P&L responsibility for Implementation Services, including forecasting, revenue recognition, and margin optimization
• Drive continuous improvement in resource utilization, backlog management, concessions, and EBITDA delivery
• Serve as the executive escalation point for high-profile clients; cultivate relationships at C‑suite and board levels
• Oversee contract negotiations, statements of work, and service-level agreements to ensure mutual value creation
• Establish and govern global delivery standards, methodologies (e.g., Agile, Waterfall, hybrid), and quality assurance benchmarks
• Monitor KPIs and metrics (e.g., on‑time delivery, client satisfaction, renewal rates) and implement corrective actions as needed
• Partner with Product, Engineering, and Customer Success teams to inform roadmap prioritization and drive seamless handoffs
• Collaborate with Sales and Marketing to craft differentiating service-based offerings and support pipeline development
• Promote use of emerging technologies (e.g., AI/automation) to enhance service efficiency and client outcomes

Senior Director, Implementation Services

• Leads Professional Services teams who oversee the implementation and execution of tasks associated with the full suite of ModMed products, solutions, and integrations.
• Takes ownership of team successes by directing, mentoring, and coaching.
• Manifests an understanding of project management practices and principles (constraints, risks/issues management, best practices, etc.)
• Serves as an escalation point for issues beyond team authority; resolves conflicts involving project priorities, resources, and/or contractual issues with the client.
• Demonstrates the ability to quickly understand a business situation; make prompt decisions to facilitate the expedition of resolutions and navigate to successful outcomes.
• Builds positive working relationships/partnerships and a trusted advisor within the organization, consulting practice managers, clients, and is recognized by the client as the delivery executive responsible for the ensuring overall delivery experience.
• Ensures adherence to quality standards and documented processes in day-to-day activities.
• Interfaces with client project stakeholders, including C-level management and directors, to elicit business and functional requirements.
• Proactively addresses performance concerns with the applicable manager; provides performance evaluation input for project resources.
• Has a thorough understanding of the business's key performance indicators and metrics and manages them to successful levels consistently.
• Proactively manages the financial details of the business, including but not limited to forecasting revenue, concessions/credits, backlog management, and EBITDA.
• Works collaboratively with the leadership team to develop and/or improve the practice as a whole, including strategies, policies, and processes; supports and promotes the use of leading-edge delivery methodologies and best practices.