Expert Client Success Manager
Job Summary
The Expert Client Success Manager (CSM) serves as the voice of the client to Veradigm and the voice of Veradigm to the client. The Expert CSM seeks to ensure robust adoption of solutions, maximize expansion opportunities, and minimize client attrition to create a healthy, growing client base. To accomplish these goals, the Expert CSM partners with our clients and internal Veradigm stakeholders to ensure remarkable client experiences with our products and services through a combination of strategic roadmap planning and tactical execution of actions necessary to support operations.
The Expert CSM is responsible for reviewing client financial and business objectives, creating actions to support them, and reporting progress on Key Performance Indicators. Tactically, these actions may include ongoing monthly operational reviews, creating and publishing reports, pursuing escalated support and services actions, providing assistance to resolve outstanding A/R issues, and supporting sales activities to further the expansion of the Veradigm solutions footprint.
What you will contribute:
• Serves as the primary operational contact point with the client to ensure an extraordinary experience with Veradigm products and services
• Leads complex collaborations of client and Veradigm (eg. AOE, TAM, Service PD/PM, Hosting PM, Managed Services, Support leads) teams to ensure alignment and agreement to goals and supporting action plans
• Maintains internal client updates using Client Health Dashboards and/or required reporting mechanisms
• Creates/maintains complex client facing executive dashboard for monthly operational review
• Facilitates Strategic Roadmap Planning for complex current and future projects - aligning Veradigm solution releases with client strategic priorities
• Ensures oversight, visibility, and tactical coordination of complex Veradigm Services Initiatives
• Ensures client regulatory preparedness as it relates to Veradigm solutions
• Delivers client communications on potential business-impacting items, including Industry/Veradigm news, release plans, planned outages, and Major Incidences
• Identifies opportunities for and ensures execution of solution optimizations, workflow best practices, educational opportunities, etc.
• Supports client participation in Voice of Customer processes such as KLAS and CSAT, including providing invitations, reviewing feedback, and creating/driving improvement action plans
• Identifies and grows reference accounts, including sharing client success stories and outcomes improvements
• Participates actively in client Quarterly Business Reviews (QBRs)
• Provides advanced consultative insights into the client growth plan
• Provides support to resolve complex financial or contractual disputes, including concessions, terminations, and unfunded project requests
• Facilitates complex discussions on the resolution of non-disputed A/R issues where Veradigm finance is unable to make forward progress using normal processes
• Drives client prioritization with escalated issues in support
• Mentors/provides guidance to less experienced Client Success Managers
The ideal candidate will have:
• Bachelor's Degree or equivalent Technical / Business experience Required
• 7+ years relevant work experience; 2-3 years at the Senior level or equivalent experience Preferred
• Experience with risk adjustment, CMS, and healthcare industry processes
Compensation for this job is subject to market conditions, geographic considerations, the candidate's unique skills and experience, state and local laws, and budget. Our commitment to pay transparency is a testament to our dedication to creating a fair, equitable, and inclusive workplace. By continuously analyzing market trends, staying abreast of changes in state laws, and making budgetary adjustments accordingly, we strive to ensure that our compensation practices reflect the value we place on our associates' unique contributions and support their professional growth.
Visa Sponsorship is not offered for this position.
Veradigm offers a comprehensive compensation and benefits package, including holidays, vacation, medical, dental, and vision insurance, company paid life insurance and retirement savings.
This is an official Veradigm Job posting. To avoid identity theft, please only consider applying to jobs posted on our official corporate site.
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