Client Success Manager II

Overview The Client Success Manager II serves as an advocate with primary responsibility for the overall satisfaction and retention of an assigned enterprise client base. This role collaborates with subject matter experts and key stakeholders to achieve vision, objectives, and the development of client strategy, initiating and cultivating relationships with customer decision makers, C‑suite executives, and key physician champions. Responsibilities Manage a portfolio of Mid‑Market and Enterprise clients, 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. 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. Qualifications Education: Bachelor’s degree in business administration/management, healthcare administration/management, or an equivalent combination of education and experience. 8 years’ experience in account management, sales, services, or related field. Minimum of 6 years’ Healthcare Information Technology (HIT) vendor experience. Minimum of 6 years’ Healthcare experience in ambulatory or health system settings. Minimum of 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 Strong change management knowledge and skills. Client‑focus with excellent communication and 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 assess a situation, identify next steps, implement an action plan, and hold others accountable to deliverables and deadlines. Ability to analyze client challenges and provide consultative support. Ability to establish productive, professional relationships internally and with key personnel in potential client’s organization. Ability to work cross‑functionally, actively seek, develop, and proactively contribute to collaborative relationships. Can work autonomously with little to no instruction on daily work. Equal Opportunity Statement NextGen Healthcare is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. #J-18808-Ljbffr