Tbwa Chiat/Day Inc
Client Success Executive - Healthcare IT / Remote New Atlanta, Georgia, United S
Tbwa Chiat/Day Inc, Atlanta, Georgia, United States, 30383
Client Success Executive - Healthcare IT / Remote
Atlanta, Georgia, United StatesAltera, 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.JOB SUMMARYThe 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.The CSE is responsible for reviewing client business objectives, creating actions to support them, and reporting progress on Key Performance Indicators.ESSENTIAL FUNCTIONSServe 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.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.Maintain internal client updates using Altera tools and/or required reporting mechanisms.Identify and grow 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 REQUIREMENTSEducationBachelor's degree in business administration, healthcare administration, information technology, or a related field, or equivalent years of experience.Work Experience4-7 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.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.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.TRAVEL10% -25% travel to various client locations required.WORK LOCATIONRemote, U.S.-based role. Eastern or Central time zones are preferred locations.Salary Range: $75,000 - $100,000 USDAltera is an Equal Opportunity/Affirmative Action Employer.
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Atlanta, Georgia, United StatesAltera, 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.JOB SUMMARYThe 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.The CSE is responsible for reviewing client business objectives, creating actions to support them, and reporting progress on Key Performance Indicators.ESSENTIAL FUNCTIONSServe 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.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.Maintain internal client updates using Altera tools and/or required reporting mechanisms.Identify and grow 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 REQUIREMENTSEducationBachelor's degree in business administration, healthcare administration, information technology, or a related field, or equivalent years of experience.Work Experience4-7 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.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.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.TRAVEL10% -25% travel to various client locations required.WORK LOCATIONRemote, U.S.-based role. Eastern or Central time zones are preferred locations.Salary Range: $75,000 - $100,000 USDAltera is an Equal Opportunity/Affirmative Action Employer.
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