Client Success Executive

Altera, a 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*

Paragon Clients / Remote U.S. Role 

Paragon Denali | Altera Digital Health

JOB SUMMARY Paragon is our cloud-native electronic health record (EHR) designed for rural, critical access and community hospitals. 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 our Altera Paragon solution 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 Strategic Partnership 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 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

• 1-3 years’ experience in a client success type role
• Strong preference for experience in the healthcare IT industry.
• 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.
• Skilled at managing client relationships at all levels, from executives to end-users, including managing expectations and resolving complex financial or contractual issues.
• Experienced in driving client participation in Voice of Customer programs (e.g., KLAS, NPS).
• Experienced at prioritizing effectively while managing multiple clients, programs, and time zones.
• Excellent written and verbal communication skills. Able to tailor presentations and communications to different audiences.
• Strong relationship-building and interpersonal skills.
• Able 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 preferred. Paragon or Sunrise (acute) experience preferred.

TRAVEL

20% -25% travel to client locations

WORK LOCATION

This is a remote, U.S.-based role. The successful candidate must be willing to flex work hours to effectively cover multiple U.S. time zones.

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.

 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.

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