Sr Client Success Manager - Remote - Military veterans preferred

Allscripts


Position Title: Sr Client Success Manager - Remote

Veradigm Provider

Veradigm offers provider practices a suite of easy-to-use healthcare provider solutions that help streamline clinical and financial workflows. We then deliver actionable insights to drive improved outcomes, reduce patients out-of-pocket costs, and enhance patient understanding of their disease state and medication therapy.

Our healthcare provider solutions help practices to:

• Reduce the administrative burden associated with ever-changing regulatory and reimbursement requirements
• Improve practice financial performance and take advantage of the benefits of health information technology innovations
• Enhance patient satisfaction by reducing high costs and long wait times common to many prescriptions 
• Get patients all their specialty medications faster and more easily

This role is responsible for the retention of customers within an assigned customer portfolio. This role will work cross-functionally with client sales, product, marketing, implementations, support, and finance. As a Customer Success Manager, you act as the advocate, advisor, and primary point of contact for the relationship between the customer and Veradigm.  

 What you will Contribute: 

• Customer portfolio made up predominately of Customers in Veradigms Growth (1-7) Provider Segment  Customers with ACV under $60K
• Proactively engages new business, professional services, support, and client sales team members to build understanding of customer experience, customer expectations, delivery obligations, customer strategy, and customer business goals. 
• Develop strong relationships with customers in their portfolio, acting as the primary Veradigm business contact and advocate. 
• Compile customer health for customers in their portfolio through ongoing tracking and assessment of product utilization, experience, and customer ROI. 
• Leverage understanding of customer needs, risks, and their own evolving domain expertise to develop and implement tailored success plans for each customer, outlining goals and milestones. 
• Identifies product feature, defect, and customer experience trends and common themes within assigned customer portfolio and advocates on behalf of customers to influence product priorities and operational investment. 
• Regularly communicate with customers as appropriate, based on customer segment and health to understand their needs, challenges, and goals and review progress toward success plan goals and evolve as necessary. 
• Intentionally presents planned product releases and roadmap to assigned customers for effective change management, improved time to value, and enhanced customer ROI. 
• Maintains a bottoms-up, rolling, forward retention forecast by quarter for their assigned customer portfolio, developing coordinated account plans for at risk and high growth customers. 
• Partners with Client Sales on contract renewals and opportunities for upselling and cross-selling based on customer need and product capabilities. 
• Promotes customer awareness and engagement with calendar, account, and user lifecycle messaging to improve customer adoption, utilization, expertise, and satisfaction. 
• Cultivates referenceable customer advocates for referrals, case studies, and testimonials. 
• Invests in evolving product and industry expertise, staying up to date with industry trends, regulatory requirements, practice management, clinical workflows, Veradigm solutions, and the Veradigms partner ecosystem. 
• Coordinates across Veradigm on behalf of assigned customers to keep them informed and drive to timely resolution of escalated issues.  
• Monitors customer account balance and partners with Veradigm accounting in engaging with customer to restore their account to good standing. 
• Maintains accurate and detailed records of customer contacts, interactions, success plans, and progress in Veradigms customer relationship management system. 

  The Ideal Candidate will have: 

• Bachelor's Degree or equivalent Technical / Business experience  
• 4-6 years relevant work experience   
• 1+ yrs Experience with healthcare and/or financial products in a sales, services, consulting or client management environment  
• 2+ yrs Previous project/customer management experience  
• Previous project/customer management experience 
• Strong relationship development skills  
• Strong business acumen  
• Experience working with C-Suite  
• Ability to manage multiple projects  
• Ability to independently prioritize tasks and execute without significant oversight 
• Understands the clients strategic priorities and organizational goals, business objectives, challenges, and capabilities in order to develop a client-specific strategy and tactical delivery  
•  Understands clients' business, how Veradigm products can address, suggest additional products, inform Sales Executive of upsell opportunities 

 Working Environment 

• Standard (Remote)  
• Up to 20% travel may be required  

PI278658135