Associate Digital Customer Success Manager

Veradigm•Raleigh, NC

3d•Remote

About The Position

The Associate Client Success Manager (ACSM) is a digital only engagement position and serves as the voice of the client to Veradigm and the voice of Veradigm to the client via digital communications. The ACSM 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 ACSM ensures remarkable client experiences with our products and services through a combination of digital engagement and tactical execution of actions necessary to support operations. The ACSM is responsible for reviewing health signals, 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.

Requirements

Bachelor's Degree or equivalent Technical / Business experience
0-2 years relevant work experience

Responsibilities

Serves as the primary operational owner of a digital only account portfolio
Assists with basic collaboration 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 required reporting mechanisms.
Creates/maintains limited-complexity client facing executive dashboard for monthly operational review.
Assists with limited-complexity Strategic digital first planning for current and future projects - aligning Veradigm solution releases with client strategic priorities.
Ensures oversight, visibility, and tactical coordination of digital first visibility of account health
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 basic 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.
Observes/participates in client Quarterly Business Reviews (QPRs), where applicable.
Provides basic consultative insights into the client growth plan led by the AOE.
Provides support to resolve basic financial or contractual disputes, including concessions, terminations, and unfunded project requests.
Drives client prioritization with escalated issues in support.