Retention Specialist / Accounts & Billing (must reside in Florianópolis) WHO WE ARE Duda, the premier website builder for web professionals, marketing agencies and Vertical SaaS companies, serves small businesses through partnerships with major tech and media giants like GoDaddy, TripAdvisor, and ZenBusiness. Duda is a profitable business; our platform has powered over 1 million websites, and we’re backed by $100 million investment from notable investors. A DAY IN THE LIFE Do you measure your success by the success of your customers? At Duda (www.duda.co) we are driven by our desire to empower our customers with the most innovative and efficient tools for creating, managing and cultivating the online presence of their SMB customers. We are looking for a Retention Specialist / Accounts & Billing, focused on Accounts, Billing, & Retention. This person will manage a portfolio of agency customers, supporting account growth, renewals, billing, customer success, and retention initiatives. This role combines handling inbound support inquiries related to accounts and billing, customer relationship management, commercial negotiations, and operational excellence to deliver an exceptional customer experience while driving long-term customer value. If you are passionate about helping customers, demonstrating value, and driving product adoption, then this is the perfect opportunity for you! WHAT YOU’LL DO - Handle support inquiries from SMB, Mid-Market, & Agency customers related to renewals, account changes, billing, pricing, and retention. - Identify churn risks and proactively engage customers before renewal. - Negotiate renewals, custom pricing, contract amendments, and migration strategies. - Identify expansion opportunities through plan upgrades, add-ons, and new Duda products. - Handle complex billing inquiries, subscription management, contract interpretation, invoice disputes, and exception requests. - Partner closely with Sales, Support, Finance, and Legal to resolve customer issues. - Advocate for customers while balancing company policies and goals. - Create & improve internal playbooks for recurring customer scenarios. - Analyzing data and leveraging it to influence decisions & identify clear narratives and opportunities. As part of our Customer Success team, you will also help drive product adoption, share best practices, and implement growth and optimization strategies to drive maximum value and success with new and existing Duda customers. WHO YOU ARE - 2+ years in Customer Success, Account Management, Retention, Customer Operations in a SaaS or software company. - A self-starter who is willing to take on whatever the team needs. - Excellent negotiation and conflict resolution skills. - Commercial mindset with the ability to balance customer satisfaction and business objectives. - Comfortable managing complex customer conversations involving contracts, billing, pricing, and renewals. - Strong written and verbal English communication skills. - Highly organized with excellent documentation habits. - Ability to prioritize multiple customer requests in a fast-paced environment. - Experience working cross-functionally with Product, Finance, Engineering, and Sales. - Experience with Salesforce, Zendesk, Google Workspace, HubSpot, or similar CRM platforms is a plus. - Experience supporting agency or B2B SaaS customers is preferred. Location & Work Model Candidates must reside in Florianópolis to align with our team collaboration needs and occasional in-person meetings. Application Instructions Please submit an English version of your resume when applying. Interviews will be conducted in English to align with our global communication standards. Why Duda? At Duda, we value creativity, innovation, and collaboration. You’ll have the opportunity to work with a dynamic, talented team, contributing directly to the success of our global support organization. We believe in empowering our people to achieve their best work and create exceptional customer experiences. Duda is an equal opportunity employer. We welcome and encourage diversity in the workplace regardless of gender, race or color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, or any other personal characteristic. If you have a disability or special need that requires accommodation to navigate our careers site or to complete the application process, please contact accommodations@duda.co. Want to learn more about Duda? Check us out here!

Role Description The Accounts Receivable (AR) Aging Specialist is responsible for managing and resolving outstanding insurance and patient accounts to ensure timely reimbursement and reduce aging accounts receivable. This role works directly with payers, practices, and internal teams to investigate claim issues, resolve denials, identify underpayments, and drive account resolution while maintaining productivity and quality standards. Primary Responsibilities: - AR Management - Review and work assigned AR inventory daily. - Analyze unpaid, underpaid, and denied claims. - Identify root causes of outstanding balances and take appropriate action. - Submit corrected claims, appeals, reconsiderations, and supporting documentation as needed. - Follow up with insurance carriers regarding claim status and payment delays. - Resolve patient and insurance balances within established aging guidelines. - Document all account activity accurately and thoroughly. - Denial Management - Investigate denial trends and identify opportunities for process improvement. - Research payer policies and billing guidelines. - Prepare and submit appeals within payer filing deadlines. - Escalate recurring denial issues to leadership when appropriate. - Payment Variance Resolution - Research underpayments and contractual discrepancies. - Identify payer reimbursement issues and coordinate resolution. - Monitor outstanding recoupments and refund requests. - Collaboration - Partner with Billing, Cash Posting, Patient Collections, Credentialing, and Practice Operations teams. - Participate in practice meetings and account reviews as assigned. - Communicate account issues and trends to leadership. - Quality & Compliance - Maintain compliance with payer regulations, HIPAA requirements, and company policies. - Ensure all account activity is documented accurately. - Participate in quality assurance reviews and coaching sessions. Qualifications - High School Diploma or GED required - 3-5 years of Vision medical billing, AR, collections, or denial management experience - Experience working with commercial, Medicare, Medicaid, and vision insurance preferred - Knowledge of EOBs, ERA remittances, claim appeals, and payer follow-up processes - Strong analytical and problem-solving skills - Proficient in Microsoft Office, including Excel - Excellent written and verbal communication skills Requirements - Ophthalmology or Optometry revenue cycle experience only - Multi-location healthcare experience - Experience with OfficeMate, RevolutionEHR, Eyefinity, Compulink, AcuityLogic, or similar practice management systems

Role Description The Contracts Specialist is responsible for reviewing, drafting, negotiating, and managing a broad range of contracts that support the organization's business operations. Working closely with attorneys and business stakeholders, this role facilitates the contract lifecycle from intake through execution while ensuring timely reviews, accurate documentation, and adherence to established legal processes. - Draft, negotiate, red-line, finalize and manage various commercial contracts, including but not limited to: - Master services agreements - Non-disclosure agreements - Licenses - Cooperation agreements - Handle contract review process from initial request through contract execution. - Knowledge of key components found in commercial contracts, including: - Indemnity - Insurance - Limitations of liability - Consequential damages - Warranty - Risk of loss - Delivery and acceptance - Force majeure - Payment provisions - Work in close collaboration with business teams to ensure timely review and execution of contracts. - Provide guidance to PMI employees regarding contract workflows, standard language and clauses, and support around timing for review of contracts. - Participate on inter-departmental project teams as the Legal Department representative and contracts subject matter expert. - Resolve internal contract-related issues that may impact the organization’s commitments to external stakeholders. - Engage and obtain approval from the Director of Legal Services or General Counsel when compromise is required. - Perform contract administration activities to support the efficient operation of the contracting function. - Identify opportunities to improve contract processes and user experience. - Ensure accurate and timely updating of records of documents and agreements related to contracts. Qualifications - Bachelors’ Degree in Business or Communications or other relevant area of study. - Paralegal certification and experience desirable. - Law firm or in-house legal department experience required. - Minimum of three years’ experience in contract review and development work. - Five plus years of contract review and contracts management experience desirable. - Demonstrated successful experience with high quality, high volume contract processing. Requirements - Demonstrated knowledge and skill in drafting and negotiating commercial contracts. - Solid experience and skills using Microsoft Office applications; advanced Microsoft Word skills required. - Experience using a Contract Lifecycle Management (CLM) platform to support commercial contracting workflows required; experience with Icertis and Jira strongly preferred. - Strong analytical and problem-solving ability. - Sound understanding of contract law. - Ability to interpret and apply policy and established standards consistently. - Self-starter with the ability to independently conduct assigned work with minimal supervision. - Strong interpersonal, written and oral communications skills; excellent command of the English language. - Ability to accurately proof-read documents. - Highly developed organization skills and attention to detail. - Travel up to 5%. Benefits - An excellent total package, with compensation and benefits based upon your geographic location. - Skill development opportunities to help you grow now and into the future. - Access to a global network to enrich your professional experience. - Flexible options to help balance work time and personal time. - Award and bonus opportunities.

Role Description We are seeking a Senior Contract for a fully remote, full-time position to support the Office of Acquisition Services (OAS) for The Centers for Disease Control and Prevention (CDC), Office of Safety, Security and Asset Management (OSSAM) in acquisition support in Atlanta, GA. Anticipated start date of September 1, 2026 Responsibilities and Duties - Provide leadership to a team of four to six less experienced contract specialists in delivering full-lifecycle contract performance. Pre-Award Activities: - Supporting program offices in developing acquisition strategies. - Advising contracting and program office stakeholders on how applicable laws, regulations, policies, and procedures impact new requirements. - Assisting in conducting and documenting market research activities. - Assisting with obtaining requisite reviews and approvals to move requirements through to a solicitation. - Meeting customer service expectations of program managers and other stakeholders while guiding developing requirements. - Responding to data calls as requested. Solicitation and Evaluation of Offerors or Quotes: - Developing and editing appropriate solicitation and file documents for review (i.e. Requests for Proposals, Requests for Quotes, Invitation for Bids, and Combined Synopsis/Solicitations, determinations and findings, memorandums for the file, checklists). - Preparing appropriate pre-solicitation and solicitation notices for review for the vendor community through appropriate channels (i.e. SAM.gov, GSA eBuy, NITACC, NASA SWEP, and/or agency website). - Preparing offering letters and associated documentation for requirements that are intended to be procured under the Small Business Administration 8(a) Business Development Program. - Inputting information and documents into the Small Business Customer Experience (SBCX) system for small business review of procurements as required. - Interfacing with and facilitating communication with servicing agencies, as necessary, whenever requirements are procured using government-wide acquisition contracts (GWACs). - Assisting with pre-proposal conferences and other meetings as needed. Activities After Receipt of Offers or Quotes: - Providing assistance for controlling communications with the vendor community. - Facilitating technical and past performance evaluation discussions and assisting with the scoring and ranking of offers and quotes. - Preparing analyses of business elements and pricing information of offers and quotes, identifying negotiation objectives, assisting with discussions and negotiations, and documenting findings and results. - Assisting with documentation of technical and past performance evaluations and source selection recommendations. - Preparing award documents and supporting documentation and organizing materials to facilitate reviews. - Facilitating awards and distribution of official copies. - Completing procurement data reports (FPDS). - Preparing appropriate notices of award for OAS review and creating debriefings/feedback documents for unsuccessful offerors. Post Award Activities: - Attending Kick-off meeting. This meeting may occur via teleconference or in-person. - Assisting in performing purchase order/task order/contract post-award functions such as processing unilateral and bilateral modifications. This includes preparing administrative and other contract and task order modifications with associated documentation. - Providing timely notices of the Government’s intent to exercise options, when appropriate. - Ensuring accurate terms and conditions are included in award. - Provide advice and assistance to contractors and program officials on administration issues. - Performing the full range of de-obligations on various contracts ranging from FFP to Cost contracts. - Creating digital/electronic file folders for each purchase order/task order, and/or modification completed. - Submitting digital/electronic file no later than 10 days after completion of an action to the OAS contracting officer. Qualifications - Bachelor’s degree. - At least seven (7) years of experience in cradle-to-grave contracting. - Previous ICE (Integrated Contracts Expert) experience is preferred. - Current or previous FAC-C Certification or civilian equivalent is required. Benefits - Excellent Salary (commensurate with experience) - Paid Time-Off - Retirement Plan - Bonus Program - Direct Deposit