Job Description

Company Overview:

A fast-growing healthcare technology and medical distribution company specializing in biologics, advanced wound care, and durable medical equipment (DME). We serve a national network of providers, healthcare organizations, and distributors, delivering exceptional customer service, operational precision, and regulatory compliance to improve patient outcomes and partner success.

Position Overview:

The Customer Success & Operations Manager will lead the day-to-day execution of customer-facing operational activities. This highly cross-functional role blends client relationship management, financial transaction oversight, and internal process execution across the order-to-cash lifecycle.

The ideal candidate has a background in accounting or financial operations, paired with exceptional communication skills and high emotional intelligence. This individual will act as a central hub between clients, internal departments (sales, AR, billing, fulfillment), and external stakeholders to ensure accuracy, accountability, and responsiveness at every step of the operational chain.

This role will manage a team of analysts supporting account operations, customer finance workflows, and order fulfillment, with the goal of improving execution, client satisfaction, and cross-functional collaboration.

Key Responsibilities:

🔹 Team Leadership & Execution Oversight

• Manage a team responsible for customer account operations, financial coordination, and order execution.
• Set daily/weekly operational priorities, monitor team workload, and ensure on-time issue resolution.
• Provide coaching, structure, and escalation support to analysts handling billing, account discrepancies, and fulfillment issues.

🔹 Customer Success Ownership

• Serve as a leadership point of contact for high-impact accounts, assisting with escalations, order issues, and financial inquiries.
• Ensure clients receive timely updates, proactive communication, and white-glove support throughout the order and billing lifecycle.
• Collaborate with sales and CS teams to align on expectations, contract requirements, and client workflows.

🔹 Order-to-Cash Process Management

• Oversee the operational flow from order intake to invoicing, returns, credits, and collections support.
• Ensure data integrity across platforms (NetSuite, Zoho, CRM tools), identifying and resolving system discrepancies.
• Maintain full visibility into backlog, billing holds, RMAs, and AR status for assigned accounts and team queues.

🔹 Cross-Functional Collaboration

• Act as a liaison between finance, sales, fulfillment, and customer service teams to ensure operational alignment.
• Lead operational standups, escalations, and process improvement initiatives with internal stakeholders.
• Identify bottlenecks or recurring friction points and implement corrective workflows or SOP updates.

🔹 Operational & Financial Controls

• Ensure all client-facing transactions adhere to NHMS’s compliance standards, including documentation controls, audit readiness, and regulatory requirements (HIPAA, SOX, FDA, etc.).
• Support monthly close processes and audit preparation by overseeing clean documentation and reconciliations.
• Track and report team KPIs tied to order accuracy, billing timeliness, resolution rate, and client satisfaction.

Required Qualifications:

• Bachelor's degree in Accounting, Finance, Business Operations, or a related field.
• 5–8 years of experience in financial operations, customer success, or account management roles.
• Prior experience managing teams or leading cross-functional operational workflows.
• Deep understanding of order-to-cash cycles, billing operations, AR workflows, and ERP platforms (NetSuite preferred).
• Excellent verbal and written communication skills with a client-focused mindset.
• Demonstrated ability to manage complex, high-volume transaction environments.
• Strong organizational skills and experience working cross-functionally to drive execution.

Preferred Qualifications:

• Experience in healthcare, medical device, or life sciences industries.
• Familiarity with Zoho, Salesforce, or other CRM/ERP integrations.
• Experience developing or optimizing SOPs, escalation protocols, or client onboarding workflows.
• High emotional intelligence, with a strong ability to lead through influence and resolve conflict.

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