客户成功经理 II
Client Success Manager II
职位描述：
客户成功经理II负责所辖企业客户的整体满意度和留存率，是客户的倡导者。该职位与领域专家和关键利益相关者协作，实现客户战略的愿景、目标和发展。该职位将主动与客户决策者、高管及关键医生领袖以及内部利益相关者建立并维护关系，推动NextGen Healthcare和客户的共同目标。
- 管理中型市场和企业客户组合，包括大型和战略性客户，作为值得信赖的顾问和问题升级点。
- 与内部团队和客户高管协作，建立共同愿景、战略目标和可衡量的年度目标。
- 领导与客户优先事项一致的跨职能项目，通过有效的战略执行推动业务成果。
- 与客户决策者建立并维护牢固的关系，包括高管和关键医生领袖，以推进共同目标。
- 建立并管理结构化的治理流程、风险管理、运营审查和沟通机制，确保交付卓越并履行合同承诺。
- 识别现有客户中的增长机会，以支持客户成功和收入扩展。
- 计划并组织与客户和相关内部领域专家的定期业务评审（每周、每月、每季度），跟踪进展并优化战略对齐。
- 利用客户使用数据识别改进采用率的领域，并帮助客户从其NextGen投资中实现最大价值。
- 监督客户体验的所有方面——项目进展、解决方案采用、SLA合规性和目标达成，同时保持一个集中的客户“笔记簿”供参考。
- 确保所有购买解决方案的成功实施和采用，支持全面价值实现。
- 主动评估客户在财务、运营和风险维度的健康状况，必要时实施缓解策略。
- 向产品和服务团队提供“客户之声”的反馈，促进创新和新产品的开发。
- 根据需要执行其他职责，以支持客户关系和组织目标的整体成功。
- 执行其他支持整体目标实现的职责。
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Job Description:
The Client Success Manager II serves as an advocate with primary responsibility for the overall satisfaction and retention for assigned enterprise client base. This role collaborates with subject matter experts and key stakeholders to achieve vision, objectives, and development of client strategy. This role will initiate, cultivate relationships with customer decision-makers, C-suite and key physician champions as well as internal stakeholders to forward NextGen Healthcare and client goals.
· Manage a portfolio of Mid-Market and Enterprise clients, including large and strategic accounts, serving as a trusted advisor and point of escalation.
- Facilitate collaboration with internal teams and client executives to establish a shared vision, strategic objectives, and measurable annual goals.
- Lead cross-functional initiatives that align with client priorities and drive business outcomes through effective strategy execution.
- Build and maintain strong relationships with client decision-makers, including C-suite leaders and key physician champions, to advance shared objectives.
- Establish and manage a structured cadence of governance, risk management, operational reviews, and communications to ensure delivery excellence and fulfillment of contractual commitments.
- Identify and communicate growth opportunities within existing accounts to support client success and revenue expansion.
- Plan and facilitate regular business reviews (weekly, monthly, quarterly) with clients and relevant internal subject matter experts to track progress and optimize strategic alignment.
- Use client utilization data to identify areas for improved adoption and help clients realize maximum value from their NextGen investment.
- Monitor all aspects of the client experience—project progress, solution adoption, SLA compliance, and goal achievement—while maintaining a centralized client “notebook” for reference.
- Ensure successful implementation and adoption of all purchased solutions, supporting full value realization.
- Proactively assess client health across financial, operational, and risk dimensions, implementing mitigation strategies as needed.
- Provide “voice of the customer” input to product and service teams, contributing to innovation and the development of new offerings.
- Perform additional duties as required to support the overall success of client relationships and organizational goals.
- Perform other duties that support the overall objective of the position.
Education Required:
- Bachelor’s degree in business administration/management, healthcare administration/management.
- Or, any combination of education and experience which would provide the required qualifications for the position.
Experience Required:
- 8 years’ account management, sales, services, or related field.
- 6 years’ Healthcare Information Technology (HIT) vendor experience.
- 6 years’ Healthcare experience in ambulatory or health system.
- 6 years’ NextGen experience.
- Successfully managed large multi-million-dollar clients’ enterprise software systems and solutions.
- Proven success improving overall client satisfaction, retention and business growth of clients.
- Strong command of the NextGen portfolio of solutions or comparable vendor, or former client.
Knowledge, Skills & Abilities:
- Knowledge of: Strong change management knowledge and skills. Strong working knowledge of solutions, business models, business problems and strategic goals. Client-facing, complex, account management and business operations acumen.
- Skill in: Client-focus with excellent communication & interpersonal skills. Executive-Level presentation skills. Strong Project/Account management skills with the ability to manage multiple client engagements and projects concurrently. Advanced critical thinking and problem-solving skills.
- Ability to: Ability to assess a situation, identify next steps, implement an action plan and hold others accountable to deliverables and deadlines; analyze client challenges and provide consultative support; establish productive, professional relationships internally and with key personnel in potential client's organization; work cross-functionally, and actively seek, develop, and proactively contribute to collaborative relationships. Work autonomously, receiving little to no instruction on daily work.
The company has reviewed this job description to ensure that essential functions and basic duties have been included. It is intended to provide guidelines for job expectations and the employee's ability to perform the position described. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate. This document does not represent a contract of employment, and the company reserves the right to change this job description and/or assign tasks for the employee to perform, as the company may deem appropriate.
NextGen Healthcare is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Originally posted on Himalayas