Sr Client Success Manager - Veradigm
Richmond, VA
About the Job
Welcome to Veradigm, where our Mission is transforming health, insightfully. Join the Veradigm team and help solve many of today's healthcare challenges being addressed by biopharma, health plans, healthcare providers, health technology partners, and the patients they serve. At Veradigm, our primary focus is on harnessing the power of research, analytics, and artificial intelligence (AI) to develop scalable data-driven solutions that bring significant value to all healthcare stakeholders. Together, we can transform healthcare and enable smarter care for millions of people.
The Sr Client Success Manager (CSM) serves as the voice of the client to Veradigm and the voice of Veradigm to the client. The Sr CSM seeks to ensure robust adoption of solutions, builds, and fosters relationships with clients while driving engagement, retention, and growth. The Sr CSM promotes client retention and overall client satisfaction. Understands the technical side of projects and provides insight and tips on how-to utilize Product features, troubleshoots client issues, and provides resolution. To accomplish these goals, the Sr 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 Sr 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 periodic operational reviews, pursuing escalated support and services actions, providing assistance to resolve outstanding 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.
- Manage clients – Activate (get them live), Support (give them help), Adopt (get the renewal)
- Serve as information conductor through the implementation and maintenance phases of the contract.
- Leads moderately complex collaborations of client and Veradigm (i.e., Product, Development, Partnerships, and Sales Teams) teams to ensure alignment and agreement to goals and supporting action plans.
- Facilitates Strategic Roadmap Planning for moderately complex current and future projects - aligning Veradigm solution releases with client strategic priorities.
- Ensures oversight, visibility, and tactical coordination of moderately 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 NPS, including providing survey, reviewing feedback, and creating/driving improvement action plans.
- Identifies and grows reference accounts, including sharing client success stories and outcomes improvements.
- Provides support to resolve moderately complex financial or contractual disputes, including concessions, terminations, and unfunded project requests.
- Facilitates moderately 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.
- Consistently completes project status and reporting externally (written and meetings)
- Escalates any disconnects between client expectations, the contract and Veradigm' interests.
- Seeks input from management on technical reviews, project risk and client concerns.
- Reports to all levels of the Veradigm and Client organization, selecting content and messages depending on audience.
Ideal Candidate will have:
- Bachelor's Degree or equivalent related experience
- PMP (Preferred)
- Strong interpersonal skills with documented history of working effectively within teams.
- Excellent and validated desk top Microsoft skills
- Excellent and validated written, verbal and presentation skills.
- 4-7 years of application software implementation 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
Travel requirements:
- Less than 10%- Occasional Team meetings and New Hire engagement.
- REMOTE Position. Ideal candidate would live on the East Coast or Central time zones due to the established team.
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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?
Take a look at our Culture, Benefits, Early Talent Program, and Additional Openings.
We strongly advocate that our associates receive all CDC recommended vaccinations in prevention of COVID-19.
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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