Senior 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,