Expert Client Success Manager

LE1000 Veradigm LLC; Raleigh (NC); On-site; USD 80,000 - 110,000; Full time

Benefits offered by this job

Comprehensive medical, dental, and vision insurance

Paid holidays and vacation

Retirement savings

Company-paid life insurance

Job summary

LE1000 Veradigm LLC in Raleigh, North Carolina is seeking an Expert Client Success Manager (CSM) to serve as the voice of the client while ensuring robust adoption of Veradigm solutions. The role focuses on maximizing expansion opportunities and minimizing client attrition.

The ideal candidate will have over 7 years of experience, including senior-level roles, and a strong understanding of healthcare industry processes. Benefits include comprehensive insurance coverage and retirement savings.

Qualifications

• 7+ years relevant work experience, including 2-3 years at the Senior level preferred.
• Experience with risk adjustment and CMS.

Responsibilities

• Serve as primary contact with clients for product support.
• Lead collaborations of client and Veradigm teams.
• Maintain client updates using dashboards and reporting.
• Facilitate strategic planning for current and future projects.
• Deliver client communications on business-impacting items.

Skills

Client relationship management

Consultative insights

Risk adjustment

Healthcare industry processes

Education

Bachelor's Degree or equivalent experience

Job description

Job Summary

Expert Client Success Manager (CSM) serves as the voice of the client to Veradigm and the voice of Veradigm to the client. The Expert CSM ensures robust adoption of solutions, maximizes expansion opportunities, and minimizes client attrition to create a healthy, growing client base. The role involves reviewing client financial and business objectives, creating actions to support them, and reporting progress on key performance indicators. It includes ongoing operational reviews, reporting, escalation support, resolution of financial or contractual disputes, and supporting sales activities to expand the Veradigm solutions footprint.

Key Responsibilities

• Serve as the primary operational contact point with the client to ensure an extraordinary experience with Veradigm products and services.
• Lead complex collaborations of client and Veradigm teams (e.g., AOE, TAM, Service PD/PM, Hosting PM, Managed Services, Support leads) to ensure alignment and agreement on goals and action plans.
• Maintain internal client updates using Client Health Dashboards and required reporting mechanisms.
• Create and maintain complex client-facing executive dashboards for monthly operational review.
• Facilitate strategic roadmap planning for current and future projects, aligning Veradigm solution releases with client strategic priorities.
• Ensure oversight, visibility, and tactical coordination of complex Veradigm Services initiatives.
• Ensure client regulatory preparedness as it relates to Veradigm solutions.
• Deliver client communications on potential business‑impacting items, including industry news, release plans, planned outages, and major incidents.
• Identify opportunities for and ensure execution of solution optimizations, workflow best practices, educational opportunities, etc.
• Support client participation in Voice of Customer processes such as KLAS and CSAT, including providing invitations, reviewing feedback, and creating/driving improvement action plans.
• Identify and grow reference accounts, sharing client success stories and outcome improvements.
• Participate actively in client Quarterly Business Reviews (QBRs).
• Provide advanced consultative insights into the client growth plan.
• Provide support to resolve complex financial or contractual disputes, including concessions, terminations, and unfunded project requests.
• Facilitate complex discussions on the resolution of non‑disputed A/R issues where Veradigm finance is unable to make forward progress using normal processes.
• Drive client prioritization with escalated issues in support.
• Mentor or provide guidance to less experienced Client Success Managers.

Qualifications

• Bachelor's Degree or equivalent technical / business experience.
• 7+ years relevant work experience; 2-3 years at the Senior level or equivalent experience preferred.
• Experience with risk adjustment, CMS, and healthcare industry processes.

Compensation and Benefits

Compensation for this job is subject to market conditions, geographic considerations, the candidate’s unique skills and experience, state and local laws, and budget. The company offers a comprehensive compensation and benefits package, including holidays, vacation, medical, dental, and vision insurance, company‑paid life insurance, and retirement savings.

Equal Employment Opportunity

Veradigm’s policy is to provide equal employment opportunity and affirmative action in all of its employment practices without regard to race, colour, religion, sex, national origin, ancestry, marital status, protected veteran status, age, individuals with disabilities, sexual orientation or gender identity or expression or any other legally protected category. Applicants for North American based positions must be legally authorized to work in the United States or Canada, and verification of employment eligibility will be required as a condition of hire.