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Netsmart · 7 hours ago

Client Success Manager

Overland Park, KS

Full-time

Onsite

Mid Level

3+ years exp

Netsmart is a company focused on providing innovative healthcare technology solutions, and they are seeking a Client Success Manager to enhance client engagements. This role is essential for managing relationships with clients, addressing their needs, and driving value through Netsmart's solutions while collaborating with various internal teams.

Computer VisionHealth CareSoftware

No H1B

Responsibilities

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

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

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, pain points and key buying influences

Maintain data integrity in the CRM through ongoing data cleanup, management and enrichment

Demo information and follow up

Notes on client engagement

Document project and organization details of identified opportunities for internal client organization, personnel and management

Post signing, work with marketing on use case slide and other documentation

Work with Product Management to ensure demo environments are maintained with latest functionality and related community specific workflows/views

Participate in one on one and other business unit meetings

Qualification

Account managementSales experienceHealthcare technology knowledgePresentation skillsRelationship buildingProblem resolutionTeam collaborationProject managementCommunication skills

Required

Bachelor's degree or equivalent experience

At least 3 years' sales or account management experience with health care and/or technology services and solutions

Exceptional written and verbal communication skills

Effective presentation skills, including presentations in a sales capacity

Strong interpersonal skills with outstanding relationship building skills

Previous experience with developing collaboration and communication with all levels of management, including client level executives and cross-functional teams

Ability to quickly learn and understand new software and technology

Equally comfortable working independently or as a team member

Enthusiastic customer service and collaboration skills to work with team members of all levels and departments

Comprehends and effectively communicates Netsmart's overall guiding principles and strategic imperatives, solution offerings, technology, and consulting services and how they relate to provide total client value

Thrive in a fast-paced, dynamic, matrix-managed environment where ambiguity is common and individual initiative is critical

Exercise relationship management skills with ability to build rapport, influence and deepen relationships with stakeholders

Possess excellent communication skills, high energy, and a passion for results

Self-motivated, hard-working individual committed to their own success

Confidence and professionalism are a must, coupled with an open mind and a hunger for personal and professional growth

Ability to navigate complex problems and engage appropriate resources to bring to successful resolution

Strong leadership, mentoring and problem resolution skills

Strong organization and project management skills

Capable of embracing change in direction or priority

Excellent oral and written communication skills with the ability to effectively present to the target audience