Client Success Manager II – Digital Touch, Low Touch

This is a fully remote position, open to applicants in India.

📋 Description

• Serve as an advocate for designated enterprise clients, primarily focusing on their overall satisfaction and retention.

• Oversee a portfolio of Mid-Market and Enterprise clients, including significant and strategic accounts, acting as a trusted advisor and escalation point.

• Promote collaboration between internal teams and client executives to create a shared vision, strategic goals, and measurable annual objectives.

• Drive cross-functional initiatives that align with client priorities and business outcomes.

• Develop and sustain relationships with client decision-makers, C-suite executives, and physician champions.

• Establish and oversee governance, risk management, operational reviews, and communication frequencies.

• Recognize growth opportunities within existing accounts to enhance client success and drive revenue expansion.

• Organize and lead weekly, monthly, and quarterly business reviews.

• Utilize client utilization data to enhance adoption and maximize the value derived from NextGen investments.

• Track project progress, solution adoption, SLA compliance, and achievement of goals; maintain a centralized client notebook.

• Ensure the successful implementation and adoption of purchased solutions to realize their full value.

• Evaluate client health across financial, operational, and risk dimensions and implement strategies for mitigation.

• Provide voice-of-customer feedback to product and service teams.

• Undertake additional responsibilities that support client relationships and organizational objectives.

⛳️ Requirements

• Bachelor's degree in business administration/management, healthcare administration/management, or a related combination of education and experience.

• 8 years of experience in account management, sales, services, or a related field.

• 6 years of experience with Healthcare Information Technology (HIT) vendors.

• 6 years of healthcare experience in ambulatory or health systems.

• 6 years of NextGen experience.

• Proven experience managing large multi-million-dollar clients' enterprise software systems and solutions.

• Demonstrated success in enhancing client satisfaction, retention, and business growth.

• Strong understanding of the NextGen portfolio of solutions or comparable vendor experience, or experience as a former client.

• Solid knowledge and skills in change management.

• Familiarity with solutions, business models, business challenges, and strategic goals.

• Expertise in client-facing complex account management and business operations.

• Exceptional communication and interpersonal skills.

• Proficient in executive-level presentation skills.

• Strong project/account management skills with the ability to juggle multiple engagements and projects simultaneously.

• Advanced critical thinking and problem-solving abilities.

• Capability to assess situations, identify next steps, implement action plans, and hold others accountable for deliverables and deadlines.

• Ability to analyze client challenges and offer consultative support.

• Skill in establishing productive professional relationships with internal stakeholders and key personnel within potential client organizations.

• Capacity to work cross-functionally and contribute to collaborative relationships.

• Ability to work independently with minimal daily supervision.

🏝️ Benefits

• Comprehensive health and wellness programs.

• Competitive salary and performance-based bonuses.

• Opportunities for professional development and career advancement.

• Flexible working arrangements.

• Supportive company culture focused on collaboration and innovation.