Principal Client Success Manager

Serves as the primary operational contact point with the client

Serves as the primary operational contact point with the client to ensure an extraordinary experience with Veradigm products and services.

Leads highly complex collaborations

• Leads highly 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

• Maintains internal client updates using Client Spotlight and/or required reporting mechanisms

Creates/maintains executive dashboard

• Creates/maintains somewhat highly client facing executive dashboard for monthly operational review

Facilitates Strategic Roadmap Planning

• Facilitates Strategic Roadmap Planning for highly complex current and future projects - aligning Veradigm solution releases with client strategic priorities

Ensures oversight and coordination

• Ensures oversight, visibility, and tactical coordination of highly complex Veradigm Services Initiatives

Ensures client regulatory preparedness

• Ensures client regulatory preparedness as it relates to Veradigm solutions

Delivers client communications

• Delivers client communications on potential business-impacting items, including Industry/Veradigm news, release plans, planned outages, and Major Incidences

Identifies and executes optimizations

• Identifies and grows reference accounts, including sharing client success stories and outcomes improvements

Supports client participation

• Supports client participation in Voice of Customer processes such as KLAS and CSAT, including providing invitations, reviewing feedback, and creating/driving improvement action plans

Provides insights and support

• Provides consultative insights into the client growth plan led by the AOE
• Provides support to resolve highly complex financial or contractual disputes, including concessions, terminations, and unfunded project requests
• Drives client prioritization with escalated issues in support
• Mentors/provides guidance to less experienced Client Success Managers

Qualifications

• Bachelor's Degree or equivalent Technical / Business experience
• Require 10+ years relevant work experience; 2-3 years at the Expert level or equivalent 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

Pay

Compensation for this job is subject to market conditions, geographic considerations, the candidate’s unique skills and experience, state and local laws, and budget.

Benefits

• Enhances Lives and Builds 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.

Additional Information

• Interested in learning more? Take a look at our Culture, Benefits, Early Talent Program, and Additional Openings.
• 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.
• From a "VEVRAA Federal Contractor" We request Priority Referral of Protected Veterans