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

HaylieRead Interior Design; United States; Remote; USD 75,000 - 90,000; Full time

Job summary

An innovative firm is seeking a Client Success Executive to enhance healthcare IT solutions. This role involves ensuring exceptional client experiences with the TouchWorks platform, collaborating with cross-functional teams, and facilitating strategic planning. The ideal candidate will have a strong background in healthcare IT, excellent communication skills, and a passion for client success. Join a forward-thinking organization dedicated to transforming healthcare delivery and making a positive impact on communities. If you thrive in a dynamic environment and are eager to drive client engagement, this opportunity is perfect for you.

Qualifications

• 4-7 years’ experience in client success within healthcare IT.
• Strong understanding of healthcare IT landscape and regulations.
• Excellent communication and relationship-building skills.

Responsibilities

• Serve as primary contact to ensure extraordinary client experiences.
• Collaborate with cross-functional teams to address client needs.
• Drive client participation in Voice of Customer processes.

Skills

Client Relationship Management

Healthcare IT Knowledge

Cross-functional Collaboration

Project Management

Communication Skills

Problem-solving Skills

Data Analysis

Client Onboarding

Voice of Customer Programs

Education

Bachelor's degree in Business Administration

Bachelor's degree in Healthcare Administration

Bachelor's degree in Information Technology

Tools

Salesforce

Job description

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

Remote - US

Altera, a member of the N. Harris Computer Corporation family, delivers health IT solutions that support caregivers around the world. These include the Sunrise, Paragon, Altera TouchWorks, Altera Opal, STAR, HealthQuest, and dbMotion solutions. At the intersection of technology and the human experience, Altera Digital Health is driving a new era of healthcare, in which innovation and expertise can elevate care delivery and inspire healthier communities across the globe.

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.

ESSENTIAL FUNCTIONS

1. Serve as the primary Altera contact point with the client to ensure an extraordinary experience with our TouchWorks platform and services.
2. Lead highly complex collaborations of client and Altera cross-functional teams to ensure alignment and agreement to goals and supporting action plans.
3. 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.
4. Facilitate Operational Plan Reviews with Client which includes consultative insights into the client growth plan.
5. Facilitate Strategic Roadmap Planning for highly complex current and future projects and aligning our TouchWorks solution with client strategic priorities.
6. Ensure oversight, visibility, and coordination of highly complex services initiatives.
7. Ensure client regulatory preparedness as it relates to our TouchWorks solutions.
8. Deliver client communications on potential business-impacting items, including Industry/Altera news, release plans, planned outages, and major events.
9. Identify opportunities for and ensure execution of solution optimizations, workflow best practices, educational opportunities, etc.
10. Drive client participation in Voice of Customer processes such as KLAS and NPS, including providing invitations, reviewing feedback, and creating/driving improvement action plans.
11. Maintain internal client updates using Altera tools and/or required reporting mechanisms.
12. Provide support to resolve highly complex financial or contractual disputes, including concessions, terminations, and unfunded project requests.
13. 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.
14. Drive client prioritization with escalated issues in support.
15. Prioritize work between simultaneous clients, programs, and time zones.

JOB REQUIREMENTS

Education: Bachelor's degree in business administration, healthcare administration, information technology, or a related field, or equivalent years of experience.

Work Experience:

1. 4-7 years’ experience in a client success type role within the healthcare IT industry.
2. Strong understanding of the healthcare IT landscape and relevant regulations.
3. Demonstrated experience collaborating with cross-functional teams (sales, marketing, product development, support) to address client needs and resolve issues.
4. Experience facilitating strategic roadmap planning for complex projects.
5. Strong understanding of client onboarding and adoption processes.
6. Skilled at managing client relationships at all levels, from executives to end-users.
7. Experience driving client participation in Voice of Customer programs (e.g., KLAS, NPS).
8. Experience managing client expectations and resolving complex financial or contractual issues.
9. Experienced at prioritizing effectively while managing multiple clients, programs, and time zones.
10. Excellent written and verbal communication skills with the ability to tailor presentations and communications to different audiences.
11. Strong relationship-building and interpersonal skills.
12. Able to manage multiple priorities and work effectively in a fast-paced environment.
13. Excellent problem-solving and analytical skills.
14. Proficient in project management methodologies and tools.
15. Proficiency in CRM tool usage (e.g. Salesforce) and strategies to manage client interactions, track progress and ensure timely follow-ups.
16. Strong data analysis skills with the ability to interpret and report on key performance indicators (KPIs).
17. Clinical background strongly preferred. TouchWorks experience preferred.

TRAVEL

10% -25% travel to client locations required.

WORK LOCATION

Remote, U.S.-based role. Eastern or Central time zones preferred.

Salary Range: $75,000 - $90,000 USD

Altera is an Equal Opportunity/Affirmative Action Employer. We consider applicants without regard to race, color, religion, age, national origin, ancestry, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, veteran status, disability, genetic information, citizenship status, or membership in any other group protected by federal, state or local law.