Full Job Description
Serves as the primary operational contact point with the client to ensure an extraordinary experience with Veradigm products and services • Leads highly 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 Spotlight and/or required reporting mechanisms • Creates/maintains somewhat highly client facing executive dashboard for monthly operational review • Facilitates Strategic Roadmap Planning for highly complex current and future projects - aligning Veradigm solution releases with client strategic priorities • Ensures oversight, visibility, and tactical coordination of highly 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 (QPRs) • Provides consultative insights into the client growth plan led by the AOE • Provides support to resolve highly complex financial or contractual disputes, including concessions, terminations, and unfunded project requests • Facilitates highly 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
Bachelor's Degree or equivalent Technical / Business experience Require
10+ years relevant work experience; 2-3 years at the Expert level or equivalent experience Knowledge, Skills and Abilities • Strategic Thinking / Thought Leadership • Client Health Awareness & Management • Client Advocacy • Veradigm Market and Product Awareness • Client Expectations Management • Initiative • Analytical Proficiency
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.
