Customer Success Representative re - engaging and retaining Prophix customers using its financial performance platform. Driving renewals, adoption, and account expansion across a SaaS portfolio.
About the role
- Principal Client Success Manager guiding strategic payer relationships for Veradigm, a healthcare technology and data-solutions company. Driving adoption, retention, regulatory alignment, and executive client outcomes.
Responsibilities
- Serve as the primary strategic and operational advisor for Veradigm’s most complex, high-value, or high-risk client relationships
- Develop trusted relationships with client executives and senior decision-makers
- Lead complex, cross-functional collaboration among client stakeholders and Veradigm teams
- Create and drive comprehensive client success plans with measurable outcomes, risks, dependencies, and executive accountability
- Facilitate strategic roadmap planning and align solution investments and release plans with client priorities
- Lead executive operational reviews and participate in Strategic Business Reviews
- Provide consultative guidance on client growth plans, solution adoption, workflow optimization, and expansion opportunities
- Maintain client health reporting through Client Health Dashboards and other required mechanisms
- Identify emerging risks and systemic issues before they affect outcomes, revenue, compliance, or the client portfolio
- Lead cross-functional resolution of critical escalations
- Oversee complex Veradigm services initiatives, including progress, dependencies, risks, and outcomes
- Advise on regulatory preparedness related to CMS requirements, risk adjustment, encounters, and claims submissions
- Deliver client communications about regulatory changes, industry and Veradigm news, product releases, outages, and major incidents
- Lead root cause analysis and influence sustainable corrective actions
- Support complex financial and contractual matters, including concessions, terminations, unfunded requests, and accounts receivable issues
- Lead client participation in Voice of the Customer programs, including KLAS and satisfaction surveys
- Develop reference accounts by documenting and communicating client outcomes and success stories
- Identify account trends and provide insights influencing product roadmap, service delivery, engagement strategy, and operational priorities
- Establish Client Success best practices, scalable processes, tools, and engagement standards
- Mentor Expert and other Client Success Managers
- Lead strategic initiatives improving client outcomes and Client Success organizational effectiveness
Requirements
- 10+ years of relevant experience in Client Success, account management, healthcare technology, payer operations, consulting, or a related field
- 5+ years of experience at the Expert Client Success Manager level or equivalent experience managing highly complex, strategic client relationships
- Demonstrated experience advising executive stakeholders and influencing decisions across client and internal leadership teams
- Experience leading complex, cross-functional initiatives without direct authority
- Strong payer or health plan industry experience
- Working knowledge of risk adjustment, CMS requirements, encounters, claims submissions, and related payer operations
- Proven ability to connect client objectives with measurable business, financial, operational, and regulatory outcomes
- Strong analytical skills and experience using data to assess client health, identify trends, and guide decisions
- Advanced problem-solving and root cause analysis capabilities
- High attention to detail and ability to manage multiple strategic priorities
- Proactive approach to identifying risks, resolving issues, and streamlining operational processes
- Excellent executive communication, facilitation, negotiation, and relationship-management skills
- Demonstrated ability to mentor others, establish best practices, and influence organizational improvements
- Must be legally authorized to work in the United States or Canada
- Visa sponsorship is not offered
Benefits
- Holidays
- Vacation
- Medical insurance
- Dental insurance
- Vision insurance
- Company-paid life insurance
- Retirement savings
- Tools and flexibility to support professional development
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Degree requirement
No Education Requirement
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