Senior Client Success Manager

Welcome to Allscripts! Our Mission is to be the most trusted provider of innovative solutions that empower all stakeholders across the healthcare continuum to deliver world-class outcomes. Our Vision is a Connected Community of Health that spans continents and borders. With the largest community of clients in healthcare, Allscripts is able to deliver an integrated platform of clinical, financial, connectivity and information solutions to facilitate enhanced collaboration and exchange of critical patient information.OverviewThe Senior Client Success Manager (CSM) serves as the voice of the client to Allscripts and the voice of Allscripts to the client. The Senior CSM partners with our clients and internal Allscripts 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. These actions may include ongoing monthly operational reviews, determination and publication of key performance indicators, pursuit of escalated support and services actions, assistance with resolving outstanding A/R, and supporting sales activities to further the expansion of the Allscripts solutions footprint. This position is responsible for participating in the creation of financial, operational, and technical tools, reporting and workflow that are necessary to meet its clients financial and business objectives.ResponsibilitiesServe as the primary operational contact point with the client to ensure an extraordinary experience with Allscripts products and servicesLead the collaboration of client and Allscripts (eg. AOE, TAM, Service PD/PM, Hosting PM, Managed Services, Support leads) teams to ensure alignment and agreement to goals and supporting action plansMaintain internal client updates using Client Spotlight and/or required reporting mechanismsCreate/maintain client executive dashboard for monthly operational reviewFacilitate Strategic Roadmap Planning for current and future projects - aligning Allscripts solution releases with client strategic prioritiesEnsure oversight, visibility, and tactical coordination of Allscripts Services InitiativesEnsure client regulatory preparedness as it relates to Allscripts solutionsDeliver client communications on potential business-impacting items, including Industry/Allscripts news, release plans, planned outages, and Major IncidencesIdentify opportunities for and ensure execution of solution optimizations, workflow best practices, educational opportunities, etc.Support client participation in Voice of Customer processes such as KLAS and CSAT, including providing invitations, reviewing feedback, and creating/driving improvement action plansIdentify and grow reference accountsIdentify and share client success stories and/or outcomes improvementsParticipate in client Quarterly Partnership Reviews (QPRs)Provide consultative insights into the client growth plan led by the AOEProvide support to resolve outstanding financial or contractual disputes, including concessions, terminations, and unfunded project requestsLead discussions on the resolution of non-disputed A/R issues where Allscripts finance is unable to make forward progress using normal processesDrive client prioritization with escalated issues in supportServes as mentor to other Client Success ManagersProvide temporary coverage to other Client Success Managers in assigned Region when requiredQualificationsAcademic and Professional Qualifications:Bachelor’s degree and/or other relevant combination of training and experienceExperience:5-7 years’ relative work experienceStrategic Thinking / Thought LeadershipClient Health Awareness & ManagementClient AdvocacyAllscripts Market and Product AwarenessClient Expectations ManagementInitiativeAnalytical ProficiencyTravel Requirements:Up to 10% travel may be requiredMay require other travel for business needsWorking Arrangements:Remote #LI-ALLMust have received or be willing to receive the COVID-19 vaccine by date of hire to be considered for employment with Allscripts.Visa Sponsorship is not offered for this position.At Allscripts, our greatest strength comes from bringing together talented people with diverse perspectives to support the technology needs of 180,000 physicians, 1,500 hospitals and 10,000 postacute organizations across the globe. Allscripts offers a comprehensive compensation and benefits package, including holidays, vacation, medical, dental, and vision insurance, company paid life insurance and retirement savings.Allscripts’ policy is to provide equal employment opportunity and affirmative action in all of its employment practices without regard to race, color, religion, sex, national origin, ancestry, marital status, protected veteran status, age, individuals with disabilities, sexual orientation or gender identity or expression or any other legally protected category. Applicants for North American based positions with Allscripts must be legally authorized to work in the United States or Canada. Verification of employment eligibility will be required as a condition of hire. Allscripts is proud to be an equal opportunity workplace dedicated to pursing and hiring a diverse and inclusive workforce.From a "VEVRAA Federal Contractor" We request Priority Referral of Protected VeteransThis is an official Allscripts Job posting. To avoid identity theft, please only consider applying to jobs posted on our official corporate site.Thank you for reviewing this Allscripts opportunity! Does this look like a great match for your skill set? If so, scroll on down and tell us more about yourself!