Optima Client Success Manager IV (Client Management IV) - REMOTE

About Net Health  

Belong. Thrive. Make a Difference.  

Are you looking for a meaningful and satisfying career where you have endless opportunities to grow and be financially rewarded? Net Health may be the perfect place for you.   

A high-growth and profitable company, we help caregivers harness data for human health. We also honor and respect the needs of our Net Health family and staff, which is why we offer a work-from-anywhere environment and unlimited PTO. Our welcoming and collaborative culture paired with progressive benefits makes Net Health the ultimate career home! 

As a leading-edge SaaS company in healthcare, we deliver solutions that help patients get better, faster, and live more fulfilling lives. Our software and predictive analytics cover the continuum of care, from hospital-to-home, across various medical specialties. Come join us and start the next chapter of your exciting career while helping others to live better lives.  

World-Class Benefits That Reflect Our World-Class Culture. 

Click Here to Learn More!: 

#WorkFromAnywhere #UnlimitedPTO #ComprehensiveBenefitsPackage #EmployeeResourceGroups #CasualDressCode #PrioritizedEmployeeWellness #DiversityAndInclusion #AVoice #NewHireSupport #CareerDevelopment #EducationalAssistance #EmployeeReferralBonus #ProgressiveParentalLeave    

JOB OVERVIEW

The Client Success Manager serves as a strategic advisor, providing guidance on best practices, analyzing client needs, and developing action plans to maximize product utilization. Acting as a liaison between clients and internal teams, this role facilitates communication, resolves concerns, and advocates for enhancements that improve the client experience. The position requires a proactive approach to monitoring client health, identifying opportunities for growth, and ensuring long-term success with the company’s solutions.

RESPONSIBILITIES AND DUTIES

• Client Relationship Management
• Foster the highest level of service delivery to assigned customers to ensure strong customer relationships, satisfaction, and success.
• Maintain relationships with assigned customer accounts, including key stakeholders, to identify and address goals, needs, and issues.
• Own relationships with C-level client executives and ensure alignment with high-level, strategic goals.
• Be proactive and provide consistent communication with customers to ensure progress against objectives and keep customers notified of changes through regularly scheduled meetings.
• Serve as the trusted advisor for your strategic and/or at-large customers, using discretion and independent judgment with matters of significance.

Client Engagement and Success

• Educate clients on products, drive adoption and utilization, achieve retention goals, and foster expansion opportunities.
• Strategically engage Net Health leadership with clients to ensure achievement of client goals and retention.
• Develop a broad yet deep understanding of Net Health’s products and services as well as assigned customers’ business models and workflows.
• Use this information to develop and execute successful client success plans.
• Consistently and appropriately apply defined prescriptive events to facilitate and monitor customer engagement and success.
• Monitor and analyze customer consumption and utilization of Net Health products. Educate customers on results and consult on possible improvements.
• Encourage customer participation in Net Health initiatives such as webinars, customer conferences, and product feedback.
• Plan and conduct Executive Business Reviews with clients.
• Internal Collaboration and Coordination
• Collaborate with the Product team to ensure clients’ feedback and requests are appropriately considered and included in our development and roadmap.
• Coordinate with the Sales team to ensure the retention and expansion of assigned customers.
• Conduct internal meetings around key clients to keep Net Health leadership abreast of progress towards goals and resolution of issues as needed.
• Collaborate with other Net Health departments as needed to ensure escalated issues are resolved in a timely manner, meeting any SLA requirements and managing expectations with the customer.

QUALIFICATIONS

• 6+ years in client success or account management roles.
• Bachelor’s degree, preferably in business, healthcare, information technology, or related field.
• 3+ years’ experience working with C-Level executives and staff.
• 3+ years’ experience navigating large and complex client relationships for successful outcomes.
• Strong leadership skills.
• Proactive and solution-focused mindset and approach.
• Excellent problem-solving and analytical skills.
• Ability to convey information clearly and effectively through both formal and informal documents and presentations.
• Strong project management and organization skills.
• Advanced ability to prioritize and manage a dynamic workload.
• Ability to navigate and serve clients across multiple complex projects.
• Limited travel may be required.
• Experience with Optima preferred.

REQUIRED SOFTWARE EXPERIENCE

• Microsoft Office Suite: Word, Excel, Teams, OneNote, Outlook
• Salesforce

Note: This job description is not intended to be all-inclusive. Employee may perform other related duties as requested to meet the ongoing needs of the organization. 

Salary Range: $80,000 - $100,000 USD