Client Success Executive - Healthcare IT / Remote U.S.

About the position

The Client Success Executive (CSE) serves as the voice of the client to Altera and the voice of Altera to the client. The CSE 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 CSE partners with our clients and internal 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 and an organization’s strategic objectives. The CSE is responsible for reviewing client business objectives, creating actions to support them, and reporting progress on Key Performance Indicators.

Responsibilities

• Serve as the primary Altera contact point with the client to ensure an extraordinary experience with our TouchWorks platform and services
• Lead highly complex collaborations of client and Altera cross functional teams to ensure alignment and agreement to goals and supporting action plans
• Collaborate with cross-functional teams such as sales, marketing, product development and support to address client needs, resolve issues promptly and contribute to product improvement based on client feedback
• Facilitate Operational Plan Reviews with Client which includes consultative insights into the client growth plan
• Facilitate Strategic Roadmap Planning for highly complex current and future projects and aligning our TouchWorks solution with client strategic priorities
• Ensure oversight, visibility, and coordination of highly complex services initiatives
• Ensure client regulatory preparedness as it relates to our TouchWorks solutions
• Deliver client communications on potential business-impacting items, including Industry/Altera news, release plans, planned outages, and major events
• Identify opportunities for and ensure execution of solution optimizations, workflow best practices, educational opportunities, etc.
• Drive client participation in Voice of Customer processes such as KLAS and NPS, including providing invitations, reviewing feedback, and creating/driving improvement action plans
• Maintain internal client updates using Altera tools and/or required reporting mechanisms
• Identify and grow reference accounts, including sharing client success stories and outcomes improvements
• Provide support to resolve highly complex financial or contractual disputes, including concessions, terminations, and unfunded project requests
• Facilitate highly complex discussions on the resolution of non-disputed A/R issues where Altera finance is unable to make forward progress using normal processes
• Drive client prioritization with escalated issues in support
• Prioritize work between simultaneous clients, programs and time zones

Requirements

• Bachelor's degree in business administration, healthcare administration, information technology, or a related field, or equivalent years of experience.
• 4-7 years’ experience in a client success type role within the healthcare IT industry.
• Strong understanding of the healthcare IT landscape and relevant regulations.
• Demonstrated experience collaborating with cross-functional teams (sales, marketing, product development, support) to address client needs and resolve issues.
• Experience facilitating strategic roadmap planning for complex projects.
• Strong understanding of client onboarding and adoption processes.
• Skilled at managing client relationships at all levels, from executives to end-users.
• Experience driving client participation in Voice of Customer programs (e.g., KLAS, NPS).
• Experience managing client expectations and resolving complex financial or contractual issues.
• Experienced at prioritizing effectively while managing multiple clients, programs, and time zones.
• Excellent written and verbal communication skills with the ability to tailor presentations and communications to different audiences.
• Strong relationship-building and interpersonal skills.
• Able to manage multiple priorities and work effectively in a fast-paced environment.
• Excellent problem-solving and analytical skills.
• Proficient in project management methodologies and tools.
• Proficiency in CRM tool usage (e.g. Salesforce) and strategies to manage client interactions, track progress and ensure timely follow-ups.
• Strong data analysis skills with the ability to interpret and report on key performance indicators (KPIs).
• Clinical background strongly preferred. TouchWorks experience preferred.

Benefits

• Remote, U.S.-based role.
• Salary Range: $75,000—$90,000 USD