Expert Client Success Manager

Francisco Partners; United States; On-site; USD 120,000 - 180,000; Full time

Job summary

Veradigm is seeking an Expert Client Success Manager in the United States to voice client needs and Veradigm perspectives. The role focuses on robust product adoption, expansion opportunities, and minimizing attrition through strategic roadmap planning and execution with clients and internal teams.

The Expert CSM will review client objectives, create actions, and report KPI progress, including monthly reviews, executive dashboards, and escalated service actions, while supporting sales activities

Qualifications

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

Responsibilities

• 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 action plans.
• Maintains internal client updates using Client Health Dashboards and reporting mechanisms.
• Creates/maintains complex client facing executive dashboards for monthly operational reviews.
• Facilitates Strategic Roadmap Planning aligning Veradigm releases with client priorities.
• Ensures oversight and coordination of Veradigm Services Initiatives.
• Delivers client communications on potential business-impacting items and outages.
• Identifies opportunities for solution optimizations and educational opportunities.
• Supports client participation in Voice of Customer processes such as CSAT and KLAS.

Skills

Stakeholder management

Client relationship

Strategic planning

Executive communication

Cross-functional leadership

Education

Bachelor's Degree or equivalent

Job description

Expert Client Success Manager

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 (eg. AOE, TAM, Service PD/PM, Hosting PM, Managed Services, Support leads) 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 Incidences
• 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 outcomes 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

The ideal candidate will have:

• 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 for this job is subject to market conditions, geographic considerations, the candidate’s unique skills and experience, state and local laws, and budget. Our commitment to pay transparency is a testament to our dedication to creating a fair, equitable, and inclusive workplace. By continuously analyzing market trends, staying abreast of changes in state laws, and making budgetary adjustments accordingly, we strive to ensure that our compensation practices reflect the value we place on our associates’ unique contributions and support their professional growth.

Enhancing Lives and Building Careers

Veradigm believes in empowering our associates with the tools and flexibility to bring the best version of themselves to work and to further their professional development. Together, we are In the Network. Interested in learning more?

Visa Sponsorship is not offered for this position.

At Veradigm, our greatest strength comes from bringing together talented people with diverse perspectives to support the needs of healthcare providers, life science companies, health plans, and the patients they serve. The Veradigm Network is a dynamic, open community of solutions, external partners, and cutting-edge artificial intelligence technologies that provide advanced insights, technology, and data-driven solutions. Veradigm offers a comprehensive compensation and benefits package, including holidays, vacation, medical, dental, and vision insurance, company paid life insurance and retirement savings.

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 with Veradigm must be legally authorized to work in the United States or Canada. Verification of employment eligibility will be required as a condition of hire. Veradigm is proud to be an equal opportunity workplace dedicated to pursuing and hiring a diverse and inclusive workforce.

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