Order Management Analyst

ModMed is currently seeking a highly motivated Order Management Analyst (OMA) to join our Sales team. As an OMA, you will be responsible for acting as a liaison between our clients and the company, ensuring that all requests to add, remove, reduce, or cancel a service are properly documented and processed. You will review contracts, order forms, and other relevant documents to ensure that services are provisioned correctly. Additionally, you will collaborate with various internal departments and third-party vendors to fulfill requests.

This role requires someone who can prioritize customer requests and provide prompt responses via email, voice messaging, or virtual meetings. You will be responsible for creating and assisting with accurate, timely, and consistent sales quotes, contracts, and customer kick-off processes for existing customers, including high-profile accounts. You will need to scope purchases appropriately for successful order execution, input and validate data in SFDC and CPQ systems.

Your Role:

• Accept and efficiently complete order requests from the queue using the company's CRM, Salesforce. Ensure the accuracy and completeness of the request by reviewing it thoroughly. 
• Review client contract terms and conditions to determine if any services need to be downgraded or cancelled. 
• Document the status of client requests accurately and follow standard operating procedures (SOPs). Keep the request and its status transparent to all teams, including Sales, Finance, Accounts Receivable, Data Services, and Legal.
• Use legal approved templates to draft Contract Addendums, Termination Letters, and Data Extraction agreements. Make sure to follow up on the Data Extraction process to ensure the proper closure of the account.
• Update software systems with client information, such as modifying the authorized users on a customer's account, financial quotes, customer cancellation codes, reasons, and termination dates. 
• Reconcile customer accounts and negotiate credit/refund requests for internal departments and customer disputes. 
• Initiate and maintain constant contact with client team members to proactively identify issues, risks, and opportunities. 
• Provide professional, timely, and courteous responses to incoming inquiries. 
• Work with the internal legal department on churn cases and track progress. 
• Create ad hoc reports as requested by internal departments. 
• Provide input into automation and process improvements. 
• Analyze and report key customer metrics and trends, including but not limited to customer churn, downgrades, and other key metrics. Utilize ad-hoc reporting through various reporting tools. 
• Establish positive working relationships with internal teams to review and solve order-related issues. 
• Perform additional tasks as required to drive efficiencies in interactions with our internal and external customers.

Skills & Requirements:

• Bachelor’s degree.
• 1-3 years experience in account management, contracts, operations or similar role.
• Minimum of 3-5 years customer experience with a SaaS-based solution.
• Experience using Salesforce Lightning.
• Excellent written, verbal, and interpersonal communication skills.
• Highly detail-oriented.
• Ability to multitask, prioritize, and manage time effectively.
• Ability to thrive in a fast-paced, dynamic, and innovative environment.
• Ability to read and understand contractual terms; strong experience in redlining and negotiating agreements.
• Strong quantitative and analytical skills.
• Strong interest in healthcare technology.
• Proactive work ethic and team player with a positive attitude and independent thinker empowered to make decisions without immediate supervision.