Expert Client Success Manager- Remote

Welcome to Veradigm! Our Mission is to be the most trusted provider of innovative solutions that empower all stakeholders across the healthcare continuum to deliver world-class outcomes. Our Vision is a Connected Community of Health that spans continents and borders. With the largest community of clients in healthcare, Veradigm is able to deliver an integrated platform of clinical, financial, connectivity and information solutions to facilitate enhanced collaboration and exchange of critical patient information.

• This is a fully remote position.

Support a Team of Go-Getters

Veradigm offers provider practices a suite of easy-to-use healthcare provider solutions that help streamline clinical and financial workflows. We then deliver actionable insights to drive improved outcomes, reduce patients' out-of-pocket costs, and enhance patient understanding of their disease state and medication therapy.

Our healthcare provider solutions help practices to:

• Reduce the administrative burden associated with ever-changing regulatory and reimbursement requirements

• Improve practice financial performance and take advantage of the benefits of health information technology innovations

• Enhance patient satisfaction by reducing high costs and long wait times common to many prescriptions

• Get patients all their specialty medications faster and more easily

Job Summary:

The Client Success Manager (CSM) serves as the voice of the client to Veradigm and the voice of Veradigm to the client. The 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 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 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 Spotlight 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 (QPRs)

• Provides advanced consultative insights into the client growth plan led by the AOE

• 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

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.

Veradigm' 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. 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.

From a "VEVRAA Federal Contractor" We request Priority Referral of Protected Veterans

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