Principal Client Success Manager

Francisco Partners; Raleigh (NC); On-site; USD 110,000 - 160,000; Full time

Job summary

Veradigm in the United States is seeking a Senior Client Success Manager to serve as the primary client contact and lead complex cross-functional initiatives. You will align product releases with strategic priorities, manage executive dashboards, and drive improvement plans across teams.

Experience includes 10+ years in client-facing roles, with 2-3 years at expert level, and a strong focus on strategic thinking, advocacy, and analytics within healthcare technology services.

Qualifications

• Bachelor's Degree or equivalent Technical / Business experience

Responsibilities

• Serves as the primary operational contact point with the client to ensure an extraordinary experience with Veradigm products and services
• Leads highly complex collaborations of client and Veradigm teams to ensure alignment and agreement to goals and supporting action plans
• Maintains internal client updates using Client Spotlight and required reporting mechanisms
• Creates/maintains somewhat highly client facing executive dashboard for monthly operational review
• Facilitates Strategic Roadmap Planning for highly complex current and future projects - aligning Veradigm solution releases with client strategic priorities
• Ensures oversight, visibility, and tactical coordination of highly complex Veradigm Services Initiatives
• 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 (QPRs)
• Provides consultative insights into the client growth plan led by the AOE
• Provides support to resolve highly complex financial or contractual disputes, including concessions, terminations, and unfunded project requests
• Facilitates highly 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

Skills

Strategic Thinking

Client Health Awareness

Client Advocacy

Market Awareness

Client Expectations Management

Initiative

Analytical Proficiency

Education

Bachelor's Degree or equivalent Technical / Business experience

Job description

• Serves as the primary operational contact point with the client to ensure an extraordinary experience with Veradigm products and services
• Leads highly 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 Spotlight and/or required reporting mechanisms
• Creates/maintains somewhat highly client facing executive dashboard for monthly operational review
• Facilitates Strategic Roadmap Planning for highly complex current and future projects - aligning Veradigm solution releases with client strategic priorities
• Ensures oversight, visibility, and tactical coordination of highly 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 (QPRs)
• Provides consultative insights into the client growth plan led by the AOE
• Provides support to resolve highly complex financial or contractual disputes, including concessions, terminations, and unfunded project requests
• Facilitates highly 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

Bachelor's Degree or equivalent Technical / Business experience Require

10+ years relevant work experience; 2-3 years at the Expert level or equivalent experience

Knowledge, Skills and Abilities

• Strategic Thinking / Thought Leadership
• Client Health Awareness & Management
• Client Advocacy
• Veradigm Market and Product Awareness
• Client Expectations Management
• Initiative
• Analytical Proficiency

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.

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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