Principal Client Success Manager - Hospital Clients / Remote

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.

***PRINCIPAL CLIENT SUCCESS MANAGER***

Acute Clients / Remote Role 

Job Summary

The Client Success Manager (CSM) serves as the voice of the client to Altera and the voice of Altera to the client. The CSM 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 CSM 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. The CSM is responsible for reviewing client financial and business objectives, creating actions to support them, and reporting progress on Key Performance Indicators. Tactically, these actions may include ongoing monthly operational reviews, creating and publishing reports, pursuing escalated support and services actions, providing assistance to resolve outstanding A/R issues, and supporting sales activities to further the expansion of our solutions footprint.

Essential Functions

• Serves as the primary operational contact point with the client to ensure an extraordinary experience with Altera products and services
• Leads highly complex collaborations of client and Allscripts (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 using Client Spotlight and/or required reporting mechanisms
• Creates/maintains somewhat highly client facing executive dashboard for monthly operational review
• Facilitates Strategic Roadmap Planning for highly complex current and future projects - aligning our solution releases with client strategic priorities
• Ensures oversight, visibility, and tactical coordination of highly complex services Initiatives
• Ensures client regulatory preparedness as it relates to our solutions
• Delivers client communications on potential business-impacting items, including Industry/Altera news, release plans, planned outages, and major Incidences
• Identifies opportunities for and ensures execution of solution optimizations, workflow best practices, educational opportunities, etc.
• Supports client participation in Voice of Customer processes such as KLAS and CSAT, including providing invitations, reviewing feedback, and creating/driving improvement action plans
• Identifies and grows reference accounts, including sharing client success stories and outcomes improvements
• Participates actively in client Quarterly Business Reviews (QPRs)
• 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
• Facilitates highly complex discussions on the resolution of non-disputed A/R issues where Altera finance is unable to make forward progress using normal processes
• Drives client prioritization with escalated issues in support
• Mentors/provides guidance to less experienced Client Success Managers

Job Requirements

• Bachelor's degree or equivalent years of experience 
• 10+ years relevant work experience; 2-3 years at the Expert level or equivalent experience preferred 
• Up to 10% travel may be required

Knowledge, Skills and Abilities

• Strategic Thinking / Thought Leadership
• Client Health Awareness & Management
• Client Advocacy
• Allscripts Market and Product Awareness
• Client Expectations Management
• Initiative
• Analytical Proficiency

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 re