Client manager [h1.location_city]

The Client Success Manager will be responsible for both new and current client engagements, offering a cohesive client experience. The Client Success Manager will represent the Consumer Solutions portfolio, including myHealthPointe and Telehealth, focusing on our Human Services, Post Acute, and Enterprise EMR agnostic clients. This position is a crucial role in the business unit and will work across the business unit and other departments such as Engineering, Product Management, Cloud and the Client Org to drive client value with the solutions. This position will report to the General Manager of CareGuidance.

Account Management– Client Success

Identifyandmaintainagreed upon cadencecalls with currentmyHealthPointeand Telehealthclients

Reviewing tickets, answering questions, coordinating with Engineering and Customer Support fortimelyresolution

Entering tickets when applicable

Document follow up and meeting notes

Learn and understand state or client specific nuances and needs

Document workflows, use cases

Lead refreshertrainings

Review new feature functionality andidentifyuse cases with current clients

Escalate issues as needed to ensure client satisfaction andmaintaingood client health

Lead User Group efforts for the Human Services space

Account Management – Alignment

Track monthly overagesand create opportunities in Salesforce

Proactively manageopportunitieswith the sales team

Cultivate relationshipsat all levels of a client organization,includingC-Level leaders and business counterparts to ensure growth of the client relationships

Meet with clients andestablishedalignment plan parameters to build and nurture the relationship andassistinidentifyingfurther opportunities

Manage contract dates such as milestones,renewals, etc. and work with leadership toidentifyand mitigatepotentialchallenges

Leveragecross Netsmart solutions and market knowledge to create lasting client relationships

Continue to grow and increase healthcare solution knowledge and sales skills

Business Development

Assistwith RFP responses, working directly with the client org and proposal team

Perform platform demos for potential new clients, coordinating with otherCareGuidanceTeam Members

CreateScopes of Work (SOW)

Work with engineering todeterminelevel of effort for development work and with the client org and management on pricing needsWork with price deskon quotes to ensure accuracy

Develop an understanding of the target buyer needs, pain points and key buying influences

Maintain data integrity in the CRM through ongoing data cleanup,managementand enrichment

Demo information and follow up

Notes on client engagement

Operations

Document project and organization details ofidentifiedopportunities for internal client organization,personneland management

Post signing, work with marketing on use case slide and other documentation

Work with Product Management to ensure demo environments aremaintainedwith latest functionality and related community specific workflows / views

Participate in one on one and other business unit meetings

Qualifications

Required

Bachelor’s degree or equivalent experience

At least 3 years’ sales or account management experience with health care and / or technology services and solutions

Exceptional written and verbal communication skills

Effective presentation skills, including presentations in a sales capacity

Strong interpersonal skills with outstanding relationship building skills

Previous experience with developing collaboration and communication with all levels of management, including client level executives and cross-functional teams

Additional skills required

Ability to quickly learn and understand new software and technology

Equally comfortable working independently or as a team member

Enthusiastic customer service and collaboration skills to work with team members of all levels and departments

Comprehends and effectively communicates Netsmart's overall guiding principles and strategic imperatives, solution offerings, technology, and consulting services and how they relate toprovidetotal client value

Thrive in a fast-paced, dynamic, matrix-managed environment where ambiguity is common and individual initiative is critical

Exercise relationship management skills with ability to build rapport,influenceand deepen relationships with stakeholders

Possess excellent communication skills, high energy, and a passion for results

Self-motivated, hard-working individual committed to their own success

Confidence and professionalism area must, coupled with an open mind and a hunger for personal and professional growth

Ability to navigate complex problems and engageappropriate resourcesto bring to successful resolution

Strong leadership, mentoring and problem resolution skills

Strong organization and project management skills

Capable of embracing change in direction or priority

Excellent oral and written communication skills with the ability to effectively present to the target audience

Netsmart is proud to be an equal opportunity workplace and is an affirmative action employer, providing equal employment and advancement opportunities to all individuals. We celebrate diversity and are committed to creating an inclusive environment for all associates. All employment decisions at Netsmart, including but not limited to recruiting, hiring, promotion and transfer, are based on performance, qualifications, abilities, education and experience. Netsmart does not discriminate in employment opportunities or practices based on race, color, religion, sex (including pregnancy), sexual orientation, gender identity or expression, national origin, age, physical or mental disability, past or present military service, or any other status protected by the laws or regulations in the locations where we operate.

Netsmart desires to provide a healthy and safe workplace and, as a government contractor, Netsmart is committed to maintaining a drug-free workplace in accordance with applicable federal law. Pursuant to Netsmart policy, all post-offer candidates are required to successfully complete a pre-employment background check, including a drug screen, which is provided at Netsmart’s sole expense. In the event a candidate tests positive for a controlled substance, Netsmart will rescind the offer of employment unless the individual can provide proof of valid prescription to Netsmart’s third party screening provider.