Principal Client Success Manager, Payer

This is a fully remote position, open to applicants in United States, +1 more country.

📋 Description

• Act as the main strategic and operational advisor for Veradigm’s most intricate, high-value, or high-risk client relationships.

• Build trusted relationships with client executives and senior decision-makers.

• Lead complex, cross-functional collaborations among client stakeholders and Veradigm teams.

• Develop and implement comprehensive client success plans that include measurable outcomes, risks, dependencies, and executive accountability.

• Guide strategic roadmap planning and align solution investments and release strategies with client priorities.

• Conduct executive operational reviews and participate in Strategic Business Reviews.

• Provide consultative support regarding client growth strategies, solution adoption, workflow optimization, and expansion opportunities.

• Maintain client health reporting through Client Health Dashboards and other necessary mechanisms.

• Identify emerging risks and systemic issues before they impact outcomes, revenue, compliance, or the client portfolio.

• Drive cross-functional resolutions for critical escalations.

• Oversee complex Veradigm services initiatives, including tracking progress, dependencies, risks, and outcomes.

• Advise on regulatory preparedness concerning CMS requirements, risk adjustment, encounters, and claims submissions.

• Communicate with clients about regulatory changes, industry news, Veradigm updates, product releases, outages, and significant incidents.

• Lead root cause analyses and influence sustainable corrective measures.

• Support complex financial and contractual matters, including concessions, terminations, unfunded requests, and accounts receivable challenges.

• Facilitate client involvement in Voice of the Customer programs, such as KLAS and satisfaction surveys.

• Develop reference accounts by documenting and sharing client outcomes and success stories.

• Identify account trends and provide insights that impact product roadmap, service delivery, engagement strategy, and operational priorities.

• Establish best practices for Client Success, including scalable processes, tools, and engagement standards.

• Mentor Expert and other Client Success Managers.

• Lead strategic initiatives aimed at improving client outcomes and the overall effectiveness of the Client Success organization.

⛳️ Requirements

• Over 10 years of relevant experience in Client Success, account management, healthcare technology, payer operations, consulting, or a related field.

• At least 5 years of experience as an Expert Client Success Manager or in a comparable role managing highly complex, strategic client relationships.

• Proven experience advising executive stakeholders and influencing decisions within client and internal leadership teams.

• Experience leading intricate, cross-functional initiatives without direct authority.

• Strong background in the payer or health plan industry.

• Working knowledge of risk adjustment, CMS requirements, encounters, claims submissions, and related payer operations.

• Track record of connecting client objectives with measurable business, financial, operational, and regulatory outcomes.

• Strong analytical abilities and experience in using data to evaluate client health, identify trends, and inform decisions.

• Advanced problem-solving skills and root cause analysis expertise.

• High attention to detail and the ability to manage several strategic priorities simultaneously.

• Proactive in identifying risks, resolving issues, and optimizing operational processes.

• Exceptional executive communication, facilitation, negotiation, and relationship-management skills.

• Demonstrated capability to mentor others, establish best practices, and drive organizational improvements.

• Must possess legal authorization to work in the United States or Canada.

• Visa sponsorship is not available.

🏝️ Benefits

• Holidays.

• Vacation.

• Medical insurance.

• Dental insurance.

• Vision insurance.

• Company-paid life insurance.

• Retirement savings.

• Tools and flexibility to promote professional development.