Client Success Manager

Account Management – Client Success

• Identify and maintain agreed upon cadence calls with current myHealthPointe and Telehealth clients.
• Review tickets, answer questions, coordinate with Engineering and Customer Support for timely resolution.
• Enter tickets when applicable.
• Document follow up and meeting notes.
• Learn and understand state or client specific nuances and needs.
• Document workflows and use cases.
• Lead refresher trainings.
• Review new feature functionality and identify use cases with current clients.
• Escalate issues as needed to ensure client satisfaction and maintain good client health.
• Lead User Group efforts for the Human Services space.

• Track monthly overages and create opportunities in Salesforce.
• Proactively manage opportunities with the sales team.
• Cultivate relationships at all levels of a client organization, including C‑Level leaders and business counterparts to ensure growth of the client relationships.
• Meet with clients and established alignment plan parameters to build and nurture the relationship and assist in identifying further opportunities.
• Manage contract dates such as milestones, renewals, etc. and work with leadership to identify and mitigate potential challenges.
• Leverage cross Netsmart solutions and market knowledge to create lasting client relationships.
• Continue to grow and increase healthcare solution knowledge and sales skills.

• Assist with RFP responses, working directly with the client org and proposal team.
• Perform platform demos for potential new clients, coordinating with other Care Guidance team members.
• Create scopes of work (SOW).
• Work with engineering to determine level of effort for development work, and with the client org and management on pricing needs.
• Work with price desk on quotes to ensure accuracy.
• Develop an understanding of the target buyer needs, pain points and key buying influences.
• Maintain data integrity in the CRM through ongoing data cleanup, management and enrichment.
• Demo information and follow up.
• Notes on client engagement.

• Document project and organization details of identified opportunities for internal client organization, personnel and management.
• Post signing, work with marketing on use case slide and other documentation.
• Work with Product Management to ensure demo environments are maintained with latest functionality and related community specific workflows/views.
• Participate in one on one and other business unit meetings.

• Bachelor’s degree or equivalent experience.
• At least 3 years’ sales or account management experience with health care and/or technology services and solutions.
• Exceptional written and verbal communication skills.
• Effective presentation skills, including presentations in a sales capacity.
• Strong interpersonal skills with outstanding relationship building skills.
• Previous experience with developing collaboration and communication with all levels of management, including client level executives and cross‑functional teams.
• Ability to quickly learn and understand new software and technology.
• Equally comfortable working independently or as a team member.
• Enthusiastic customer service and collaboration skills to work with team members of all levels and departments.
• Comprehends and effectively communicates Netsmart’s overall guiding principles and strategic imperatives, solution offerings, technology, and consulting services and how they relate to provide total client value.
• Thrive in a fast‑paced, dynamic, matrix‑managed environment where ambiguity is common and individual initiative is critical.
• Exercise relationship management skills with ability to build rapport, influence and deepen relationships with stakeholders.
• Possess excellent communication skills, high energy, and a passion for results.
• Self‑motivated, hard‑working individual committed to their own success.
• Confidence and professionalism are a must, coupled with an open mind and a hunger for personal and professional growth.
• Ability to navigate complex problems and engage appropriate resources to bring to successful resolution.
• Strong leadership, mentoring and problem resolution skills.
• Strong organization and project…