Client Success Executive

Harris Computer; Birmingham; Remote; GBP 45,000 - 65,000; Full time

Job summary

Altera Digital Health is seeking a Client Success Executive for the UK to advocate for NHS clients, driving value from EPR solutions and minimising attrition through strong partnerships.

You will engage with C-suite stakeholders, align services with client goals, and explore expansion opportunities while ensuring regulatory preparedness and a seamless client experience.

Qualifications

• Proven experience in a client account management or client success role, preferably within healthcare technology.
• Experience navigating the NHS at operational and executive levels.
• Excellent communication, problem-solving, analytical and interpersonal skills with high emotional intelligence.
• Ability to build and maintain strong client relationships to ensure satisfaction and retention.
• Commercial acumen to identify and support sales opportunities.

Responsibilities

• Act as the client’s primary advocate and trusted advisor at the NHS C-suite level.
• Facilitate strategic planning sessions aligning Altera’s solutions with client priorities.
• Identify and communicate opportunities for greater client value and revenue growth.
• Serve as the escalation point and manage complex issues.
• Represent Altera at client meetings, industry events, and governance meetings.
• Ensure client regulatory preparedness related to Altera solutions.

Skills

Stakeholder management

NHS healthcare experience

Communication skills

Problem-solving

Analytical skills

Interpersonal skills

Emotional intelligence

Education

Bachelor's degree (preferred)

Job description

Altera Digital Health

Client Success Executive – UK

Overview

The Client Success Executive (CSE) is a pivotal role, serving as the primary advocate for our NHS clients within Altera, and a trusted advisor representing Altera to the client. Your mission is to ensure our clients achieve maximum value from our solutions, fostering robust adoption, identifying expansion opportunities, and building lasting partnerships to minimise attrition. You will be passionate about the positive impact of Electronic Patient Records (EPRs) on patient and clinician experiences. This dynamic role involves strategic planning with C-suite executives and tactical execution to support daily operations, ensuring a remarkable client experience with our products and services.

Key Responsibilities

• Serve as the client’s primary advocate and trusted advisor, developing and nurturing strong relationships at the C-suite level within the NHS.
• Facilitate strategic planning sessions, aligning Altera’s solutions with client priorities and long-term goals.
• Develop and maintain a deep understanding of how our services can be best leveraged to meet client requirements.
• Identify and communicate opportunities for Altera to deliver greater value to the clients we serve.
• Serve as the primary executive escalation point, managing and resolving complex issues.
• Explore and identify additional revenue opportunities in partnership with the sales team.
• Monitor and support Accounts Receivable efforts in conjunction with our finance teams.
• Represent Altera leadership at client meetings, industry tradeshows, and conferences.
• Execute client-facing semi-annual Strategic Operational Plans and regular governance meetings.
• Deliver client communications on potential business-impacting items, including industry news, release plans, and major incidents.
• Ensure client regulatory preparedness as it relates to Altera solutions.
• Identify and grow reference accounts by sharing client success stories and outcome improvements.

Qualifications

Experience

• Proven experience in a client account management or client success role, preferably within the healthcare technology sector.
• Demonstrable experience working with and navigating the NHS at an operational and executive level.
• Strong understanding of healthcare industry practices, trends, and the role of software systems and applications.
• Exceptional communication, problem-solving, analytical, and interpersonal skills with high emotional intelligence.
• Ability to build and maintain strong client relationships to ensure satisfaction and retention.
• Flexible and adaptable, with experience managing diverse and complex client situations.
• Commercial acumen with the ability to identify and support sales opportunities.

Education

• A bachelor’s degree is preferred.

Working Arrangements

This is a remote role with the expectation of a regular on-site presence at client locations. You will work a standard week, with flexibility required to meet client and business needs.

Travel

Regular travel to client sites is a requirement for this role.

Why Altera? At Altera Digital Health, you will have the opportunity to profoundly impact the lives of patients by empowering healthcare providers to deliver superior care. You will join a passionate and gifted team committed to innovation and excellence. We offer a competitive compensation and benefits package and the opportunity to work in a fast-paced and dynamic environment.