ModMed

• 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.

• 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.

• 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

• 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

• 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.

• 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

• Lead, coach, and develop a team of Sales Development Representatives (SDRs) through regular feedback, performance reviews, and career development planning. • Set clear performance expectations and hold team members accountable to defined goals and key performance indicators (KPIs). • Monitor individual and team performance, addressing gaps through coaching plans and continuous improvement initiatives. • Ensure consistent execution of sales development processes, including lead qualification, early engagement, and event-generated leads. • Drive high-quality pipeline generation by ensuring SDRs consistently source and schedule qualified meetings with target prospects. • Conduct regular one-on-one meetings to review call activity, written communications, and performance data. • Analyze activity, conversion, and pipeline data to identify trends, coaching opportunities, and process improvements. • Partner with Sales leadership to design and execute effective sales development strategies aligned to revenue goals. • Collaborate cross-functionally with Sales, Marketing, Enablement, and Specialty General Managers to ensure alignment, messaging consistency, and smooth lead handoff. • Leverage Salesforce and analytics tools to track performance, report results, and inform data-driven decision making. • Proactively share insights and recommendations with stakeholders to improve pipeline health and team effectiveness. • Recruit, interview, hire, and onboard new SDRs, creating a supportive and inclusive team environment. • Reinforce sales enablement training and ensure team readiness across product knowledge, sales skills, and market focus areas. • Foster ongoing learning through coaching, team meetings, and skill development initiatives. • Build a motivating team culture through recognition, communication, and engagement. • Maintain visibility into team performance through dashboards and reporting. • Forecast SDR pipeline contribution and adjust strategies to address gaps. • Model company values by demonstrating accountability, adaptability, effective communication, customer focus, and results-driven leadership.

• Develop and execute a unified strategy for Customer Success Operations, Enablement, and Services aligned with company goals for retention, adoption, and growth • Lead digital transformation initiatives across the customer lifecycle — leveraging AI, automation, and analytics to enhance both internal productivity and customer service delivery • Partner with the executive team to define CS OKRs and KPIs that link to enterprise outcomes • Develops and manages the CS Technology Roadmap, leading the selection, implementation, and integration of new technologies (e.g., RPA, predictive analytics, project management tools) • Oversee the strategy, delivery, and optimization of customer-facing enablement and fee-based service offerings — including Education and Training Services • Drive revenue growth and operational excellence across these functions through effective packaging, pricing, and digital delivery models • Champion digital enablement — introducing self-service learning platforms, AI-powered education, and predictive analytics for customer needs • Ensure all service offerings accelerate time-to-value, adoption, and measurable customer outcomes • Build and maintain the Customer Success technology roadmap (e.g., Salesforce, Gainsight, ChurnZero, analytics platforms) to ensure data integrity and automation • Establishes a robust framework for measuring and reporting CS performance, including key metrics like retention, churn rate, product adoption, CSM efficiency, and service revenue KPIs • Partner cross-functionally with Finance, Sales, Product, and IT to provide forecasting and planning insights that inform resource and coverage models • Lead process re-engineering and optimization efforts across CS workflows, from internal team enablement to customer onboarding/adoption journeys, to ensure maximum efficiency and scalability • Oversees the design and delivery of comprehensive internal enablement programs for the broader CS organization, including playbooks, training modules, and certification programs, with the objective to strengthen skills, readiness, and consistency across global teams • Build and maintain a centralized knowledge management system to ensure up-to-date, accessible, and scalable learning across all teams • Design, implement, and govern a streamlined Product Release Readiness process that ensures all Customer Success teams—including support, Implementation, training & services, and CSMs—are fully trained, equipped with updated knowledge assets, and certified on new products and services prior to launch • Foster a culture of learning, accountability, and customer-centric execution through continuous coaching and leadership development • Own P&L for Customer Enablement and Services functions, driving profitable growth through efficient resource utilization and scalable delivery models • Define and manage pricing and packaging strategies for professional services offerings, ensuring alignment with value delivered • Collaborate with Finance and CS leadership to forecast revenue, resource needs, and operational expenses across CS functions

• Partner with the Sales team in a "one-to-many" model, providing deep RCM and financial/practice management expertise to high-value prospects and clients evaluating our solutions. • Lead business and functional discovery sessions with prospective customer stakeholders to understand their unique operational challenges, clinical workflows, and overarching objectives. • Compose and deliver superior software demonstrations and presentations to prospective audiences, including Practice Administrators, Billers, Physicians, and executive leadership, clearly articulating value, win themes, and competitive differentiation. • Leverage disciplined, structured presales methodologies to deliver focused, seamless, and customer-centric presentation loops and materials. • Effectively collaborate with internal teams—including Product, Engineering, Marketing, Customer Success, and Executive Leadership—to ensure comprehensive solution alignment and deal success. • Provide consistent, detailed post-sale knowledge transfer to Customer Success and Professional Services teams to ensure a smooth transition and optimal experience for new clients. • Serve as the internal RCM Product and Services Subject Matter Expert. You will partner with Product Managers to elevate the team's collective knowledge, create educational training materials, and provide real-world insights for ModMed's AI-powered product development.

• Serve as the primary legal advisor to multiple business units and corporate functions, providing strategic and practical legal counsel aligned with business objectives and company risk tolerance. • Advise leaders on operational, commercial, product, technology, procurement, data, intellectual property, and regulatory matters. • Draft, review, negotiate, and manage a wide range of complex commercial agreements, including SaaS agreements, vendor and procurement contracts, technology agreements, strategic partnerships, professional services agreements, licensing agreements, statements of work, data use agreements, and other enterprise transactions. • Provide legal guidance related to data licensing, data governance, privacy, and real-world data (RWD) initiatives, including review and negotiation of agreements involving healthcare data, data acquisition, data commercialization, analytics partnerships, and AI-enabled technologies. • Partner closely with business and technical teams to ensure compliance with applicable legal and regulatory requirements. • Advise on intellectual property matters, including ownership, licensing, protection, commercialization, trademark usage, software and technology rights, open-source considerations, and contractual IP provisions. • Collaborate with internal stakeholders to support innovation while protecting company assets and mitigating risk. • Partner cross-functionally with stakeholders across Product Development, Procurement, Information Security, Finance, Operations, Sales, Compliance, and other corporate functions to support strategic initiatives, resolve legal issues, and drive alignment between business goals and legal risk management. • Identify, assess, and advise on legal, operational, regulatory, and commercial risks, translating complex legal concepts into practical business recommendations. • Escalate enterprise-level, novel, or high-risk issues to senior legal leadership as appropriate. • Contribute to the development and continuous improvement of legal processes, templates, playbooks, policies, and contracting workflows to improve efficiency, consistency, scalability, and risk management across the Legal Department.