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Client Success Executive - Healthcare IT / Remote

Altera Digital Health logo

Location
United States
Base Salary
75k-100k USD
Altera Digital Health

Job Description

Altera, a new member of the N. Harris Computer Corporation family, delivers health IT solutions that support caregivers around the world. These include the Sunrise™, Paragon®, Altera TouchWorks®, Altera Opal, STAR™, HealthQuest™ and dbMotion™ solutions. At the intersection of technology and the human experience, Altera Digital Health is driving a new era of healthcare, in which innovation and expertise can elevate care delivery and inspire healthier communities across the globe. A new age in healthcare technology has just begun.

***CLIENT SUCCESS EXECUTIVE***

Acute Clients / Remote U.S. Role

Sunrise™ | Altera Digital Health (alterahealth.com)

JOB SUMMARY

The Client Success Executive (CSE) serves as the voice of the client to Altera and the voice of Altera to the client. The CSE 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 CSE partners with our clients and internal 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 and an organization’s strategic objectives.

The CSE is responsible for reviewing client business objectives, creating actions to support them, and reporting progress on Key Performance Indicators.

ESSENTIAL FUNCTIONS

  • Serve as the primary Altera contact point with the client to ensure an extraordinary experience with Altera products and services
  • Lead highly complex collaborations of client and Altera cross functional teams to ensure alignment and agreement to goals and supporting action plans
  • Collaborate with cross-functional teams such as sales, marketing, product development and support to address client needs, resolve issues promptly and contribute to product improvement based on client feedback
  • Facilitate Operational Plan Reviews with Client which includes consultative insights into the client growth plan
  • Facilitate Strategic Roadmap Planning for highly complex current and future projects and aligning our solution releases with client strategic priorities
  • Ensure oversight, visibility, and coordination of highly complex services initiatives
  • Ensure client regulatory preparedness as it relates to our solutions
  • Strong analytical skills in oversight of client projects, including timelines, milestones and deliverables
  • Deliver client communications on potential business-impacting items, including Industry/Altera news, release plans, planned outages, and major events
  • Identify opportunities for and ensure execution of solution optimizations, workflow best practices, educational opportunities, etc.
  • Drive client participation in Voice of Customer processes such as KLAS and NPS, including providing invitations, reviewing feedback, and creating/driving improvement action plans
  • Proven track record of meeting and exceeding targets
  • Maintain internal client updates using Altera tools and/or required reporting mechanisms
  • Identify and grows reference accounts, including sharing client success stories and outcomes improvements
  • Provide support to resolve highly complex financial or contractual disputes, including concessions, terminations, and unfunded project requests
  • Facilitate highly complex discussions on the resolution of non-disputed A/R issues where Altera finance is unable to make forward progress using normal processes
  • Drive client prioritization with escalated issues in support
  • Prioritize work between simultaneous clients, programs and time zones

JOB REQUIREMENTS

Education

Bachelor's degree in business administration, healthcare administration, information technology, or a related field, or equivalent years of experience.

Work Experience

  • 4-7 years’ experience in a client success type role within the healthcare IT industry.
  • Strong understanding of the healthcare IT landscape and relevant regulations.
  • Demonstrated experience collaborating with cross-functional teams (sales, marketing, product development, support) to address client needs and resolve issues.
  • Experience facilitating strategic roadmap planning for complex projects.
  • Strong understanding of client onboarding and adoption processes.
  • Skilled at managing client relationships at all levels, from executives to end-users.
  • Experience driving client participation in Voice of Customer programs (e.g., KLAS, NPS).
  • Experience managing client expectations and resolving complex financial or contractual issues.
  • Experienced at prioritizing effectively while managing multiple clients, programs, and time zones.
  • Excellent written and verbal communication skills with the ability to tailor presentations and communications to different audiences.
  • Strong relationship-building and interpersonal skills.
  • Ability to manage multiple priorities and work effectively in a fast-paced environment.
  • Excellent problem-solving and analytical skills.
  • Proficient in project management methodologies and tools.
  • Proficiency in CRM tool usage (e.g. Salesforce) and strategies to manage client interactions, track progress and ensure timely follow-ups.
  • Strong data analysis skills with the ability to interpret and report on key performance indicators (KPIs).
  • Clinical background strongly preferred.
  • Sunrise experience preferred.

TRAVEL

10% -25% travel to various client locations required.

WORK LOCATION

Remote, U.S.-based role. Eastern or Central time zones are preferred locations.

Our company complies with all local/state regulations in regard to displaying salary ranges. If required, the salary range(s) are displayed below and are specifically for those potential hires who will perform work in or reside in the location(s) listed, if selected for the role. Any offered salary is determined based on internal equity, internal salary ranges, market data, ranges, applicant's skills and prior relevant experience, certain degrees and certifications (e.g. JD, technology), for example.

Salary Range$75,000—$100,000 USD

Altera is an Equal Opportunity/Affirmative Action Employer. We consider applicants without regard to race, color, religion, age, national origin, ancestry, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, veteran status, disability, genetic information, citizenship status, or membership in any other group protected by federal, state or local law.

If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at:

[email protected]

Advice from our career coach

To succeed as a Client Success Executive at Altera Digital Health, one must possess a deep understanding of the healthcare IT industry and regulations, a proven track record of collaborative problem-solving with cross-functional teams, and exceptional client relationship management skills. To stand out as a candidate, consider the following tips:

  • Demonstrate your experience in client success roles within healthcare IT, showcasing your ability to drive adoption and growth within client accounts.
  • Showcase your proficiency in managing client relationships at all levels, highlighting your success in resolving complex issues and driving client participation in Voice of Customer programs.
  • Highlight your strong analytical skills and ability to interpret key performance indicators to drive strategic decision-making and client success.
  • Emphasize your project management experience and proficiency in CRM tools like Salesforce, underscoring your ability to manage multiple priorities effectively.
  • If you have a clinical background or experience with solutions like Sunrise, be sure to highlight these qualifications to further distinguish yourself as a top candidate.

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About the job

Sep 30, 2024

Full-time

75k-100k USD

  1. US United States

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