Client Success Coordinator

About Netsmart

At Netsmart, improving care delivery isn’t just our aspiration; it’s our passion!

For more than 50 years, we’ve been a healthcare software company developing technology and providing services in behavioral health, human services, and post-acute markets. We collaborate with organizations and partner with our clients across the care spectrum to anticipate challenges, identify obstacles, and recognize new opportunities as healthcare evolves. We continuously strive to advance our Netsmart technologies and offerings beyond the EHR by embracing new technology trends that empower healthcare professionals to provide the best possible care.

Position Overview

The Client Success Coordinator is responsible for managing and growing relationships with new and existing clients, serving as the primary point of contact to drive successful adoption, utilization, and overall client experience. This role partners cross-functionally to address client needs, remove barriers, and identify opportunities to expand value through Netsmart solutions and services.

Responsibilities

• Serve as the client’s main point of contact for business relationship activities to include implementation, ongoing training, adoption or enhancement initiatives, integration, contract maintenance and renewals, and ongoing industry and product knowledge.
• Conduct proactive client business reviews, data research, monitoring and outreach to identify and resolve barriers to satisfaction and retention.
• Leverage existing strategies to create marketing and sales plans for clients, prospects and client segments. Perform platform demos for potential new clients in coordination with other Netsmart teams
• Effectively communicate solution offerings, technology, and consulting services and identify opportunities to up-sell and expand client portfolio for total client value and foster healthy client relationships
• Interface and advocate for the client through collaboration across sales, professional services, product management and development teams to resolve current challenges and identify future solutions. Manage escalations and projects with the client as needed. Maintain data integrity in CRM and/or support ticketing systems through ongoing data cleanup, documentation, management, and billing
• Develop industry, regulatory, and competitive knowledge and expertise as well as familiar with best practices within assigned clients.

Qualifications

Required

• Bachelor's degree of equivalent work experience
• At least 1 year sales, implementation, support or product management related work experience on a SaaS product
• Proficient in Microsoft Office with advanced Excel skills
• Effective and efficient communication skills and be able to organize, prioritize and schedule a high workload
• Demonstrated analytical and problem-solving abilities
• Strong collaborative skills
• Communicate effectively with various audiences through clarification, understanding of complex problems, and presentation skills

Preferred

• Sales, implementation, support or product management related work experience on assigned SaaS product
• Health care information technology (HCIT) solution strategy or consulting work experience

Netsmart is proud to be an equal opportunity workplace and is an affirmative action employer, providing equal employment and advancement opportunities to all individuals. We celebrate diversity and are committed to creating an inclusive environment for all associates. All employment decisions at Netsmart, including but not limited to recruiting, hiring, promotion and transfer, are based on performance, qualifications, abilities, education and experience. Netsmart does not discriminate in employment opportunities or practices based on race, color, religion, sex (including pregnancy), sexual orientation, gender identity or expression, national origin, age, physical or mental disability, past or present military service, or any other status protected by the laws or regulations in the locations where we operate.

Netsmart desires to provide a healthy and safe workplace and, as a government contractor, Netsmart is committed to maintaining a drug-free workplace in accordance with applicable federal law. Pursuant to Netsmart policy, all post-offer candidates are required to successfully complete a pre-employment background check, including a drug screen, which is provided at Netsmart’s sole expense. In the event a candidate tests positive for a controlled substance, Netsmart will rescind the offer of employment unless the individual can provide proof of valid prescription to Netsmart’s third party screening provider.

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All applicants for employment must be legally authorized to work in the United States. Netsmart does not provide work visa sponsorship for this position.

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