Client Results Executive

NextGen Federal Systems

22d

About The Position

The Client Results Executive I is responsible for maintaining and nurturing client relationships, ensuring client satisfaction, and supporting the execution of client engagement plans. This role focuses on day-to-day client interactions, coordination with internal teams, and providing executive oversight for identified clients. Partner with Clients in a thought leadership role to align strategic objectives to drive successful outcomes as measured by client success measures (KPIs), client satisfaction, health scores, renewals, and upsell opportunities. Manage daily interactions with clients, addressing their needs and concerns promptly. Develop and execute client engagement plans to enhance client satisfaction and loyalty. Work closely with internal teams to ensure client requirements are met and any issues are resolved efficiently. Monitor and analyze client feedback to identify areas for growth or improvement; implements necessary changes. Lead the preparation of client reports and presentations, providing insights and updates on client status and engagement activities. Identify, mitigate and resolve risks. Serve as the primary contact for escalation of issues or concerns. Lead complex cross-functional collaboration with internal and external stakeholders to execute client and methodology vision, objectives, and strategies. Develop and maintain external C-suite-level client relationships. Maintain regular communication and governance with both internal and external C-suite to ensure alignment and transparency. Ensure bidirectional adherence to contracted terms; facilitate conversations to resolve contractual questions or needs. Perform other duties that support the overall objective of the position.

Requirements

10+ years of related work experience in account management, project management, or client facing role
5+ years of experience in Healthcare Information Technology (HCIT) consulting, HCIT support, project/program management, client relationship management, and/or other client-facing or HCIT solution work experience
7+ years of work experience directly related to the duties of the position and/or completed higher education
Strong communication and interpersonal skills to build and maintain client relationships
Analytical, and critical thinking
Apply strategic thinking to problem solving; identifying and seizing opportunities to improve efficiencies
Work as member of a team; communicating clearly, concisely, and effectively; establish and maintain effective working relationships
Continuously enhance and build internal account management processes, tools, strategy and reporting visibility both with internal and external clients
Develop and manage processes and expectations demonstrate a strong business acumen, customer drive, and dedication to quality and success
Collaborative environment to promote realistic outcomes and goals; create workflows and quantitative presentations
Work in a fast-paced environment; stay organized, prioritize workload, multi-task, and meet deadlines

Nice To Haves

Experience in client relationship management or a related field is a plus
Bachelor's degree in healthcare informatics, Computer Information Systems, or related discipline is a plus

Responsibilities

Maintaining and nurturing client relationships
Ensuring client satisfaction
Supporting the execution of client engagement plans
Managing daily interactions with clients, addressing their needs and concerns promptly
Developing and executing client engagement plans to enhance client satisfaction and loyalty
Working closely with internal teams to ensure client requirements are met and any issues are resolved efficiently
Monitoring and analyzing client feedback to identify areas for growth or improvement; implements necessary changes
Leading the preparation of client reports and presentations, providing insights and updates on client status and engagement activities
Identifying, mitigating and resolving risks
Serving as the primary contact for escalation of issues or concerns
Leading complex cross-functional collaboration with internal and external stakeholders to execute client and methodology vision, objectives, and strategies
Developing and maintaining external C-suite-level client relationships
Maintaining regular communication and governance with both internal and external C-suite to ensure alignment and transparency
Ensuring bidirectional adherence to contracted terms; facilitate conversations to resolve contractual questions or needs
Performing other duties that support the overall objective of the position