Lead Clinical Specialist, CRM
Abbott
Client Success Executive – Healthcare IT
Altera Digital Health
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $72,749 per year
Job Level
Junior
About the role
- Serve as the primary Altera contact point with the client to ensure an extraordinary experience with our Altera Paragon solution and services
- Lead highly complex collaborations of client and Altera cross functional teams to ensure alignment and agreement to goals and supporting action plans
- Collaborate with cross-functional teams such as sales, marketing, product development and support to address client needs, resolve issues promptly and contribute to product improvement based on client feedback
- Facilitate Strategic Partnership Reviews with Client which includes consultative insights into the client growth plan
- Facilitate Strategic Roadmap Planning for highly complex current and future projects and aligning our solution releases with client strategic priorities
- Ensure oversight, visibility, and coordination of highly complex services initiatives
- Ensure client regulatory preparedness as it relates to our solutions
- Deliver client communications on potential business-impacting items, including industry/Altera news, release plans, planned outages, and major events
- Identify opportunities for and ensure execution of solution optimizations, workflow best practices, educational opportunities, etc.
- Drive client participation in Voice of Customer processes such as KLAS and NPS, including providing invitations, reviewing feedback, and creating/driving improvement action plans
- Maintain internal client updates using Altera tools and/or required reporting mechanisms
- Identify and grows reference accounts, including sharing client success stories and outcomes improvements
- Provide support to resolve highly complex financial or contractual disputes, including concessions, terminations, and unfunded project requests
- Facilitate highly complex discussions on the resolution of non-disputed A/R issues where Altera finance is unable to make forward progress using normal processes
- Drive client prioritization with escalated issues in support. Prioritize work between simultaneous clients, programs and time zones
Requirements
- Bachelor's degree in business administration, healthcare administration, information technology, or a related field, or equivalent years of experience.
- 1-3 years’ experience in a client success type role
- Strong preference for experience in the healthcare IT industry.
- Demonstrated experience collaborating with cross-functional teams (sales, marketing, product development, support) to address client needs and resolve issues.
- Experience facilitating strategic roadmap planning for complex projects.
- Skilled at managing client relationships at all levels, from executives to end-users, including managing expectations and resolving complex financial or contractual issues.
- Experienced in driving client participation in Voice of Customer programs (e.g., KLAS, NPS).
- Experienced at prioritizing effectively while managing multiple clients, programs, and time zones.
- Excellent written and verbal communication skills. Able to tailor presentations and communications to different audiences.
- Strong relationship-building and interpersonal skills.
- Able to manage multiple priorities and work effectively in a fast-paced environment.
- Proficient in project management methodologies and tools.
- Proficiency in CRM tool usage (e.g. Salesforce) and strategies to manage client interactions, track progress and ensure timely follow-ups.
- Strong data analysis skills with the ability to interpret and report on key performance indicators (KPIs).
- Clinical background preferred. Paragon or Sunrise (acute) experience preferred.
Benefits
- Health insurance
- 401(k) matching
- Flexible work hours
- Paid time off
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
project managementdata analysisclient successstrategic roadmap planningfinancial dispute resolutionworkflow optimizationVoice of Customer programsKPI reportinghealthcare IT experienceCRM proficiency
Soft skills
communication skillsrelationship-buildinginterpersonal skillscollaborationexpectation managementprioritizationproblem-solvingadaptabilitypresentation skillsclient relationship management
