The General Manager, Client Alignment is responsible for the ownership of a book of business for Netsmart. This individual will oversee a team of Client Alignment Executives (CAE) who are responsible for managing relationships with Netsmart's existing clients in Post-Acute communities, specifically Care at Home. Care at Home includes Home Health, Hospice, Private Duty, and Palliative Care services. The General Manager of Client Alignment is accountable for the health of all clients in their community and for working with their team to create strategic plans with C-Level contacts. These plans are designed to maximize the value realization of solutions and services, thereby minimizing attrition. This individual will grow, develop, and manage their CAE team and assist in the same with Netsmart clients. A critical success factor will be to ensure a client's health and satisfaction with Netsmart offerings.
Develops and leads high performing team of Client Alignment Executives
Provides mentorship and critical feedback in a way that inspires its recipient to commit and improve their skills and capabilities
Creates development plans to continue to grow expertise and skillset of Client Alignment Executives
Leverages performance management and sales process management tools to assess and review team members
Acts as reliable resource to Client Alignment Executives and Netsmart Associates to provide value-add market knowledge relevant to the Care at Home community.
"Product" Functional Expertise
Demonstrates expertise on Netsmart portfolio of solutions and services
Educates clients on the Netsmart portfolio and aligns our solutions and services to client initiatives
Communicates the value of all Netsmart solutions and services
Ensures clients are receiving the full value of all implemented Netsmart solutions to maximize client satisfaction and minimize attrition.
Actively works with Client Alignment Executives to establish strategic plans with key clients
Reliable resource to Client Alignment Executives and clients to position Netsmart solutions within the shared roadmap or strategic plan to drive pipeline
Project Sponsor for Netsmart consulting activities
Works with the sales team during the sales process to help drive new opportunities
Effectively teams with Client Development, Operational teams, Consulting, Lines of Business Managers to bring the right resources to the Client Alignment effort
Develops and maintains positive relationships with client team members including C-Level across several complex clients
Works proactively with clients to ensure we have a healthy relationship and they are realizing value from Netsmart solutions and services
Supports the translation of the roadmap/strategic client plan into defined opportunities in the sales pipeline
Sponsors cross-functional initiatives that Netsmart and the client are working on that may involve many different stakeholders and the client.
Supports Client Alignment Executives through the resolution of issues that may arise with a client, including support cases that need to be escalated, invoice / finance issues, consulting project challenges, etc.
Leverages CRM tools to maintain accurate account information and history.
Specialized skills and knowledge
Strategic Account Management
Team leadership, development, motivation, and teaching
Presentation and communication skills verbal, written, and remote communication
Experience with enterprise healthcare software solutions
Enterprise software implementation experience
10 years of industry experience within Home Health and Hospice arena
5 years people management experience
Have created and maintained relationships as the primary point of contact for C-suite engagement.
Project leadership experience
Business Acumen -- Skills and Abilities:
CRM experience, Salesforce preferred
Up to 60% domestic travel is expected for this position.
Netsmart provides equal employment and advancement opportunities to all individuals. Employment decisions at Netsmart will be based on performance, qualifications, abilities, education and experience. Netsmart does not discriminate in employment opportunities or practices on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, physical or mental disability, genetic information, marital status, amnesty or status as a covered veteran in accordance with applicable federal, state and local laws. Netsmart complies with any applicable state and local laws governing nondiscrimination in employment.