Sr Client Success Manager - Remote

Veradigm • Raleigh, NC

81d • Remote

About The Position

Welcome to Veradigm, where our Mission is transforming health, insightfully. Join the Veradigm team and help solve many of today's healthcare challenges being addressed by biopharma, health plans, healthcare providers, health technology partners, and the patients they serve. At Veradigm, our primary focus is on harnessing the power of research, analytics, and artificial intelligence (AI) to develop scalable data-driven solutions that bring significant value to all healthcare stakeholders. Together, we can transform healthcare and enable smarter care for millions of people. Veradigm offers provider practices a suite of easy-to-use healthcare provider solutions that help streamline clinical and financial workflows. We then deliver actionable insights to drive improved outcomes, reduce patients' out-of-pocket costs, and enhance patient understanding of their disease state and medication therapy. Our healthcare provider solutions help practices to reduce the administrative burden associated with ever-changing regulatory and reimbursement requirements, improve practice financial performance and take advantage of the benefits of health information technology innovations, enhance patient satisfaction by reducing high costs and long wait times common to many prescriptions, and get patients all their specialty medications faster and more easily. This role is responsible for the retention of customers within an assigned customer portfolio. This role will work cross-functionally with client sales, product, marketing, implementations, support, and finance. As a Customer Success Manager, you act as the advocate, advisor, and primary point of contact for the relationship between the customer and Veradigm.

Requirements

• Bachelor's Degree or equivalent Technical / Business experience
• 4-6 years relevant work experience
• 1+ yrs Experience with healthcare and/or financial products in a sales, services, consulting or client management environment
• 2+ yrs Previous project/customer management experience
• Strong relationship development skills
• Strong business acumen
• Experience working with C-Suite
• Ability to manage multiple projects
• Ability to independently prioritize tasks and execute without significant oversight
• Understands the client's strategic priorities and organizational goals, business objectives, challenges, and capabilities in order to develop a client-specific strategy and tactical delivery
• Understands clients' business, how Veradigm products can address, suggest additional products, inform Sales Executive of upsell opportunities

Responsibilities

• Customer portfolio made up predominately of Customers in Veradigm's Growth (1-7) Provider Segment Customers with ACV under $60K
• Proactively engages new business, professional services, support, and client sales team members to build understanding of customer experience, customer expectations, delivery obligations, customer strategy, and customer business goals.
• Develop strong relationships with customers in their portfolio, acting as the primary Veradigm business contact and advocate.
• Compile customer health for customers in their portfolio through ongoing tracking and assessment of product utilization, experience, and customer ROI.
• Leverage understanding of customer needs, risks, and their own evolving domain expertise to develop and implement tailored success plans for each customer, outlining goals and milestones.
• Identifies product feature, defect, and customer experience trends and common themes within assigned customer portfolio and advocates on behalf of customers to influence product priorities and operational investment.
• Regularly communicate with customers as appropriate, based on customer segment and health to understand their needs, challenges, and goals and review progress toward success plan goals and evolve as necessary.
• Intentionally presents planned product releases and roadmap to assigned customers for effective change management, improved time to value, and enhanced customer ROI.
• Maintains a bottoms-up, rolling, forward retention forecast by quarter for their assigned customer portfolio, developing coordinated account plans for at risk and high growth customers.
• Partners with Client Sales on contract renewals and opportunities for upselling and cross-selling based on customer need and product capabilities.
• Promotes customer awareness and engagement with calendar, account, and user lifecycle messaging to improve customer adoption, utilization, expertise, and satisfaction.
• Cultivates referenceable customer advocates for referrals, case studies, and testimonials.
• Invests in evolving product and industry expertise, staying up to date with industry trends, regulatory requirements, practice management, clinical workflows, Veradigm solutions, and the Veradigm's partner ecosystem.
• Coordinates across Veradigm on behalf of assigned customers to keep them informed and drive to timely resolution of escalated issues.
• Monitors customer account balance and partners with Veradigm accounting in engaging with customer to restore their account to good standing.
• Maintains accurate and detailed records of customer contacts, interactions, success plans, and progress in Veradigm's customer relationship management system.

Benefits

• Comprehensive compensation and benefits package, including holidays, vacation, medical, dental, and vision insurance
• Company paid life insurance
• Retirement savings

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Ambulatory Health Care Services
• Education Level: Bachelor's degree