Client Success Manager

Netsmart•Overland Park, KS

12d

About The Position

The Client Success Manager will be responsible for both new and current client engagements, offering a cohesive client experience. The Client Success Manager will represent the Consumer Solutions portfolio, including myHealthPointe and Telehealth, focusing on our Human Services, Post Acute, and Enterprise EMR agnostic clients. This position is a crucial role in the business unit and will work across the business unit and other departments such as Engineering, Product Management, Cloud and the Client Org to drive client value with the solutions. This position will report to the General Manager of CareGuidance.

Requirements

Bachelor’s degree or equivalent experience
At least 3 years’ sales or account management experience with health care and/or technology services and solutions
Exceptional written and verbal communication skills
Effective presentation skills, including presentations in a sales capacity
Strong interpersonal skills with outstanding relationship building skills
Previous experience with developing collaboration and communication with all levels of management, including client level executives and cross-functional teams
Ability to quickly learn and understand new software and technology
Equally comfortable working independently or as a team member
Enthusiastic customer service and collaboration skills to work with team members of all levels and departments
Comprehends and effectively communicates Netsmart's overall guiding principles and strategic imperatives, solution offerings, technology, and consulting services and how they relate to provide total client value
Thrive in a fast-paced, dynamic, matrix-managed environment where ambiguity is common and individual initiative is critical
Exercise relationship management skills with ability to build rapport, influence and deepen relationships with stakeholders
Possess excellent communication skills, high energy, and a passion for results
Self-motivated, hard-working individual committed to their own success
Confidence and professionalism are a must, coupled with an open mind and a hunger for personal and professional growth
Ability to navigate complex problems and engage appropriate resources to bring to successful resolution
Strong leadership, mentoring and problem resolution skills
Strong organization and project management skills
Capable of embracing change in direction or priority
Excellent oral and written communication skills with the ability to effectively present to the target audience
All applicants for employment must be legally authorized to work in the United States.
Netsmart does not provide work visa sponsorship for this position.

Responsibilities

Identify and maintain agreed upon cadence calls with current myHealthPointe and Telehealth clients
Reviewing tickets, answering questions, coordinating with Engineering and Customer Support for timely resolution
Entering tickets when applicable
Document follow up and meeting notes
Learn and understand state or client specific nuances and needs
Document workflows, use cases
Lead refresher trainings
Review new feature functionality and identify use cases with current clients
Escalate issues as needed to ensure client satisfaction and maintain good client health
Lead User Group efforts for the Human Services space
Track monthly overages and create opportunities in Salesforce
Proactively manage opportunities with the sales team
Cultivate relationships at all levels of a client organization, including C-Level leaders and business counterparts to ensure growth of the client relationships
Meet with clients and established alignment plan parameters to build and nurture the relationship and assist in identifying further opportunities
Manage contract dates such as milestones, renewals, etc. and work with leadership to identify and mitigate potential challenges
Leverage cross Netsmart solutions and market knowledge to create lasting client relationships
Continue to grow and increase healthcare solution knowledge and sales skills
Assist with RFP responses, working directly with the client org and proposal team
Perform platform demos for potential new clients, coordinating with other CareGuidance Team Members
Create Scopes of Work (SOW)
Work with engineering to determine level of effort for development work and with the client org and management on pricing needs
Work with price desk on quotes to ensure accuracy
Develop an understanding of the target buyer needs, pain points and key buying influences
Maintain data integrity in the CRM through ongoing data cleanup, management and enrichment
Demo information and follow up Notes on client engagement
Document project and organization details of identified opportunities for internal client organization, personnel and management
Post signing, work with marketing on use case slide and other documentation
Work with Product Management to ensure demo environments are maintained with latest functionality and related community specific workflows/views
Participate in one on one and other business unit meetings