Client Manager

TeleTracking

Client Success Manager at TeleTracking managing health system relationships and ensuring solution adoption. Proactively identifying client needs to enhance satisfaction and retention.

Posted 6/11/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

Serve as the primary point of contact for a defined portfolio of health system client's post-implementation.
Establish and maintain executive-level relationships with key stakeholders including CNOs, COOs, and VP-level operational leaders.
Conduct structured business reviews and strategic touchpoints that connect TeleTracking utilization data to client strategic priorities.
Proactively identify and escalate client risk signals before they become retention threats.
Monitor utilization metrics and workflow compliance across client accounts; drive corrective action when adoption lags.
Partner with clients to identify unrealized value from existing TeleTracking modules and develop structured adoption roadmaps.
Translate clinical and operational objective into measurable TeleTracking use cases with defined KPIs.
Document and communicate client outcomes to reinforce renewal and expansion conversations.
Own renewal accountability for your portfolio; forecast renewal risk and communicate pipeline status to leadership on a defined cadence.
Identify and qualify expansion opportunities including additional modules, sites, or enterprise agreements.
Partner with Sales and Strategic Accounts on upsell and cross-sell motion; provide credible client context that accelerates commercial decisions.
Maintain accurate account health records and opportunity tracking in Salesforce.
Coordinate resolution of complex client issues by engaging the right internal resources (Clinical, Support, Services, Product, and Engineering) with clear ownership and timelines.
Serve as a client advocate internally while maintaining credibility as a trusted advisor externally.
Manage escalations with a structured, documented approach; defined problem statements, accountability matrix, resolution milestones, and post-mortem summaries.
Maintain complete and current account documentation - stakeholder maps, health scores, open issues, contract details - accessible to all internal teams.
Collaborate with Implementation and Delivery teams during transitions to ensure continuity of client context and committed outcomes.
Provide structured feedback loops to product on client-reported gaps, friction points, and feature requests.

Requirements

What you’ll need

5+ years in a client-facing role within healthcare IT, health system operations, or closely adjacent field (implementation, account management, or clinical informatics).
Demonstrated experience managing complex enterprise accounts with multiple stakeholders at varying levels of seniority.
Track record of owning and meeting retention or expansion targets.
Proficiency with CRM platforms (Salesforce preferred) and executive-level reporting.
Strong written and verbal communication skills; able to present to C-suite audiences with clarity and confidence.
Ability to interpret operational and utilization data and translate it into client-facing insights and action plans.

Benefits

Comp & perks

Employee Medical/dental/vision premiums paid 100% - family members without coverage Medical 100% - small cost for dependents on dental and vision, which start from day one!
Life and AD&D
Flexible Spending Accounts: Medical, Dependent Care, and Transportation
401 (k) Retirement Savings
Tuition Reimbursement
Military Paid Leave (up to 6 months of base salary while on military leave)
Paid Time Off
Paid parental leave

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

client-facing roleaccount managementclinical informaticsutilization metricsKPI developmentdata interpretationbusiness reviewsstrategic planningproblem resolutionadoption roadmaps

Soft Skills

relationship managementcommunication skillspresentation skillsclient advocacystakeholder engagementproblem-solvingorganizational skillsproactive risk managementcollaborationcredibility