Client Success Manager

Client Success Manager

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

• Identify and maintain agreed upon cadence calls with current myHealthPointe and Telehealth clients
• Reviewing tickets, answering questions, coordinating with Engineering and Customer Support for timely resolution
• 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 refresher trainings
• Review new feature functionality and identify use cases with current clients
• Escalate issues as needed to ensure client satisfaction and maintain good client health
• Lead User Group efforts for the Human Services space

Account Management Alignment

• Track monthly overages and create opportunities in Salesforce
• Proactively manage opportunities with the sales team
• Cultivate relationships at all levels of a client organization, including C-Level leaders and business counterparts to ensure growth of the client relationships
• Meet with clients and established alignment plan parameters to build and nurture the relationship and assist in identifying further opportunities
• Manage contract dates such as milestones, renewals, etc. and work with leadership to identify and mitigate potential challenges
• Leverage cross Netsmart solutions and market knowledge to create lasting client relationships
• Continue to grow and increase healthcare solution knowledge and sales skills

Business Development

• Assist with RFP responses, working directly with the client org and proposal team
• Perform platform demos for potential new clients, coordinating with other CareGuidance Team Members
• Create Scopes of Work (SOW)
• Work with engineering to determine level of effort for development work and with the client org and management on pricing needs. Work with price desk on 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, management and enrichment
• Demo information and follow up
• Notes on client engagement

Operations

• Document project and organization details of identified opportunities for internal client organization, personnel and management
• Post signing, work with marketing on use case slide and other documentation
• Work with Product Management to ensure demo environments are maintained with 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 to provide total 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, influence and 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 are a must, coupled with an open mind and a hunger for personal and professional growth
• Ability to navigate complex problems and engage appropriate resources to 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