Client Success Manager - Healthcare IT / 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.

***CLIENT SUCCESS MANAGER – SUNRISE***

Remote Canadian Role 

 

The Client Success Manager (CSM) serves as the voice of the client to Altera and the voice of Altera to the client. The purpose of this role is to deliver an insanely great customer experience.

OVERVIEW

The CSM will work to ensure robust adoption of our Altera solutions, maximize expansion opportunities, and minimize client attrition to create a healthy, growing client base. Solution support includes Sunrise, dbMotion, Opal, and Sunrise Patient Flow. You’ll also support managed services and hosting activities. Candidates must have Canadian healthcare experience.    

To accomplish these goals, the CSM partners with our clients and internal Altera stakeholders to ensure remarkable client experiences 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, helping to resolve outstanding A/R issues, and supporting sales activities to further the expansion of the altera solutions footprint.

RESPONSIBILITIES

• Serve as the primary operational contact point with the client to provide concierge-level service to ensure an extraordinary experience with Altera products and services.
• Lead complex collaborations of the client and numerous Altera teams to ensure alignment and agreement to goals and supporting action plans.
• Maintain internal client updates using client spotlight and/or required reporting mechanisms.
• Create and maintain complex client-facing executive dashboard reporting for monthly operational review.
• Facilitate strategic roadmap planning for complex current and future projects – align Altera solution releases with client strategic priorities.
• Ensure oversight, visibility, and tactical coordination of complex Altera services initiatives.
• Ensure client regulatory preparedness as it relates to Altera solutions.
• Deliver client communications on potential business-impacting items, including industry/ Altera news, release plans, planned outages, and major incidences.
• Identify opportunities for and ensure execution of solution optimizations, workflow best practices, educational opportunities, etc.
• Support client participation in voice of customer processes such as KLAS and CSAT, including providing invitations, reviewing feedback, and create/drive improvement action plans.
• Identify and grow reference accounts, including sharing client success stories and outcomes improvements.
• Participate actively in client Quarterly Business Reviews (QPRs)
• Provide advanced consultative insights into the client growth plan led by the sales org
• Provide support to resolve complex financial or contractual disputes, including concessions, terminations, and unfunded project requests.
• Facilitate 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

QUALIFICATIONS

Academic and Professional Qualifications

Bachelor's degree or equivalent technical/business years of experience.

Experience

• 2+ years Canadian healthcare client account management experience; able to build and maintain strong client relationships to ensure satisfaction and retention.
• Strong understanding of healthcare industry practices and trends.
• Technical knowledge of healthcare software systems and applications. Knowledge of Altera’s Sunrise solution suite preferred.
• Experienced at critical thinking and analysis. Must be a successful problem-solver of complex challenges with a history of addressing client issues effectively.
• Excellent communication and interpersonal skills to engage with clients and understand their needs. Experienced at delivering difficult messaging