Principal Client Success Manager

Veradigm•Raleigh, NC

14d

About The Position

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 (QBRs). 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.

Requirements

Bachelor's Degree or equivalent Technical / Business experience
Require 10+ years relevant work experience; 2-3 years at the Expert level or equivalent experience
Strategic Thinking / Thought Leadership
Client Health Awareness & Management
Client Advocacy
Veradigm Market and Product Awareness
Client Expectations Management
Initiative
Analytical Proficiency

Responsibilities

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 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 (QBRs)
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