Expert Client Success Manager

Veradigm®; Raleigh (NC); On-site; USD 85,000 - 110,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

Company-paid life insurance

Retirement savings plan

Holidays and vacation

Job summary

Veradigm® in Raleigh, North Carolina, seeks an Expert Client Success Manager to act as the primary liaison between the client and Veradigm. This role involves leading client collaborations, creating strategic roadmaps, and managing outgoing communications regarding Veradigm products.

The ideal candidate will have a Bachelor's Degree and over 7 years of relevant experience in client management and healthcare processes. A comprehensive benefits package is included.

Qualifications

• 7+ years relevant work experience, ideally including 2-3 years at a senior level.
• Experience with risk adjustment and healthcare industry processes is preferred.

Responsibilities

• Serve as primary operational contact for clients.
• Lead collaborations to ensure goal alignment.
• Create and maintain client health dashboards.
• Facilitate strategic roadmap planning.
• Deliver communications regarding business-impacting items.

Skills

Client management

Strategic planning

Collaboration

Consultative insights

Risk adjustment knowledge

Healthcare industry processes

Education

Bachelor’s Degree or equivalent experience

Job description

Job Summary

The 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 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 Expert CSM partners with our clients and internal Veradigm 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. The Expert CSM is responsible for reviewing client financial and business objectives, creating actions to support them, and reporting progress on Key Performance Indicators. Tactically, these actions may include ongoing monthly operational reviews, creating and publishing reports, pursuing escalated support and services actions, providing assistance to resolve outstanding A/R issues, and supporting sales activities to further the expansion of the Veradigm solutions footprint.

What You Will Contribute

• Serves as the primary operational contact point with the client to ensure an extraordinary experience with Veradigm products and services
• Leads complex collaborations of client and Veradigm teams to ensure alignment and agreement to goals and supporting action plans
• Maintains internal client updates using Client Health Dashboards and/or required reporting mechanisms
• Creates/maintains complex client‑facing executive dashboard for monthly operational review
• Facilitates Strategic Roadmap Planning for complex current and future projects – aligning Veradigm solution releases with client strategic priorities
• Ensures oversight, visibility, and tactical coordination of 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 incidents
• 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 outcome improvements
• Participates actively in client Quarterly Business Reviews (QBRs)
• Provides advanced consultative insights into the client growth plan
• Provides support to resolve complex financial or contractual disputes, including concessions, terminations, and unfunded project requests
• Facilitates 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

Ideal Candidate

• Bachelor’s Degree or equivalent Technical / Business experience (required)
• 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

Compensation for this role is subject to market conditions, geographic considerations, the candidate’s unique skills and experience, state and local laws, and budget. Pay transparency is a commitment to fair, equitable, and inclusive workplace practices.

Benefits

Veradigm 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, color, 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. Verification of employment eligibility will be required as a condition of hire.

Visa Sponsorship

Visa sponsorship is not offered for this position.