Altera, a member of the N. Harris Computer Corporation family, delivers health IT solutions that support caregivers around the world. These include the Sunrise™, Paragon®, Altera TouchWorks®, Altera Opal, STAR™, HealthQuest™ and dbMotion™ solutions. At the intersection of technology and the human experience, Altera Digital Health is driving a new era of healthcare, in which innovation and expertise can elevate care delivery and inspire healthier communities across the globe. A new age in healthcare technology has just begun.
***CLIENT SUCCESS EXECUTIVE ***
Remote Role
The Client Success Executive (CSE) serves as the voice of the client to Altera and the voice of Altera to the client.
Are you passionate about building lasting partnerships and delivering exceptional service? At Altera, we are seeking a dedicated Client Success Executive (CSE) who will serve as the cornerstone of our client relationships. As a CSE, you will not only be the main point of contact for our clients but also a strategic ally who ensures their success and satisfaction.
By immersing yourself in understanding both our clients and those they serve, you will align strategically with C-Suite leadership within their organizations. Your goal? To deliver nothing short of insanely great service, anticipating their needs while driving robust adoption of our solutions, maximizing expansion opportunities, and minimizing client attrition.
This role isn't just about maintaining relationships—it's about proactively partnering with our clients and internal stakeholders at Altera. Through meticulous strategic planning and precise tactical execution, you will ensure remarkable client experiences with our products and services.
Key responsibilities include reviewing client financial and business objectives, devising actionable strategies to support them, and diligently tracking progress against Key Performance Indicators (KPIs). You will conduct operational reviews, generate insightful reports, and spearhead escalated support and service initiatives. Additionally, your expertise will contribute to resolving outstanding accounts receivable issues and supporting sales efforts to enhance the reach of Altera solutions.
If you thrive in a dynamic environment where your strategic acumen and client-centric approach can make a real impact, we invite you to join us in driving the success and growth of our client base. Apply now and become an integral part of Altera's commitment to excellence in client satisfaction and partnership.
Job Summary
The Client Success Executive (CSE) serves as the voice of the client to Altera and the voice of Altera to the client. The CSE seeks to ensure robust adoption of solutions, maximize expansion opportunities, and minimize client attrition to create a healthy, growing client base. To accomplish these goals, the CSE partners with our clients and internal Altera stakeholders to ensure remarkable client experiences with our products and services through a combination of strategic roadmap planning and tactical execution of actions necessary to support operations. The CSE is responsible for reviewing client financial and business objectives, devising actionable strategies to support them, and diligently tracking against Key Performance Indicators (KPIs). CSEs will conduct strategic operational reviews and spearhead escalated support and service initiatives. Additionally, your expertise will contribute to resolving outstanding accounts receivable issues and supporting sales efforts to enhance the reach of Altera solutions.
Essential Functions/Major Job Responsibilities
- Serves as the client’s primary advocate within Altera and as a trusted advisor.
- Develops and nurtures C-suite relationships.
- Facilitates Strategic Planning for complex current and future projects - aligning Altera solutions with client strategic priorities.
- Develops and maintains a deep understanding and ongoing curiosity around how our services can be best leveraged to meet client requirements.
- Identifies and communicates how Altera can drive more value to the clients we serve.
- Promotes client participation and drives on-going improvement related to Net Promoter Score (NPS) by client.
- Serves as the primary Executive escalation point.
- Explores and identifies additional revenue opportunities with clients.
- Monitors and supports the Accounts Receivable efforts in conjunction with our finance teams.
- Represents Altera leadership in multiple client touchpoints, tradeshows and conferences.
- Executes client facing semi-annual Strategic Operational Plans.
- Ensure through personal and organization actions, demonstrate that we care and have an appreciation for the patients that our clients serve.
- Continue to raise the question of how we bring more value to the table through the combination of deep knowledge of the client's environment and our solutions and services.
- Develop and share strategic insights that demonstrate that we heard the client and are taking action.
- Look for quick wins that allow our client to be viewed well by their internal clients.
- Maintains internal client updates using Client 360 and/or required reporting mechanisms.
- Ensures oversight, visibility, and tactical coordination of complex Altera Services Initiatives.
- Delivers client communications on potential business-impacting items, including Industry/Altera news, release plans, planned outages, and Major Incidences.
- Ensures client regulatory preparedness as it relates to Altera solutions.
- Identifies opportunities for and ensures execution of solution optimizations, workflow best practices, educational opportunities, etc.
- Identifies and grows reference accounts, including sharing client success stories and outcomes improvements.
- Provides support to resolve complex financial or contractual disputes, including concessions, terminations, and unfunded project requests.
- Facilitates complex discussions on the resolution of non-disputed A/R issues where Altera finance is unable to make forward progress using normal processes.
- Facilitates and drives collaborations of client and Altera teams to ensure alignment and agreement to goals and strategic initiatives.
- Additional responsibilities as required.
Education
Education Level
Education Details
Required/Preferred
Bachelor’s Degree
Preferred
Work Experience
Experience
Experience Details
Required/Preferred
0 – 10+ years
Relevant work experience.
Preferred
0 - 7+ years
Healthcare client account management experience: able to build and maintain strong client relationships to ensure satisfaction and retention.
Preferred
0 - 7+ years
Strong understanding of healthcare industry practices and trends including technical knowledge of healthcare software systems and applications.
Preferred
0 -7+ years
Flexible and adaptable; experienced at managing diverse client situations.
Preferred
0 - 7+ years
Excellent communication, problem-solving, analytical, and interpersonal skills to engage with clients and address their needs.
Preferred
Knowledge, Skills and Abilities
· Strategic Thinking / Thought Leadership
· Client Health Awareness & Management
· Client Advocacy
· Altera Market and Product Awareness
· Client Expectations Management
· Initiative
· Analytical Proficiency
Our company complies with all local/state regulations in regard to displaying salary ranges. If required, the salary range(s) are displayed below and are specifically for those potential hires who will perform work in or reside in the location(s) listed, if selected for the role. Any offered salary is determined based on internal equity, internal salary ranges, market data, ranges, applicant's skills and prior relevant experience, certain degrees and certifications (e.g. JD, technology), for example.
Salary Range
$75,000—$110,000 USD
Altera is an Equal Opportunity/Affirmative Action Employer. We consider applicants without regard to race, color, religion, age, national origin, ancestry, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, veteran status, disability, genetic information, citizenship status, or membership in any other group protected by federal, state or local law.
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What We Do
Healthcare IT should work for clinicians, not against them. We’re Altera Digital Health and we’re committed to bringing next-level healthcare within reach through everyday achievements. Our solutions are designed with a people-first methodology and create positive progress for our clients, their patients and their communities.
