Client Success Executive (CSE)

📋 Description

• • As a Client Success Executive (CSE) at Altera Digital Health, you will be instrumental in shaping the future of healthcare partnerships within the dynamic APAC region. This permanent, full-time role is based remotely in Singapore and offers a unique opportunity to drive significant impact within a leading global healthcare IT provider, a subsidiary of Constellation Software Inc. (CSI).
• • Your primary mission will be to foster growth, champion client advocacy, and build strategic partnerships with a specialized portfolio of healthcare organizations. You will be accountable for protecting and growing revenue, elevating client satisfaction to new heights, and establishing yourself as an indispensable trusted advisor.
• • This role transcends traditional account management; it is a revenue-generating position focused on owning the complete success journey for your assigned clients. You will orchestrate internal teams to deliver exceptional outcomes with Altera's digital health solutions, including the Sunrise™ electronic health record (EHR) platform and other third-party solutions resold into the region.
• • A core aspect of your responsibility will be to lead Strategic Partnership Reviews, conducted quarterly and annually. These reviews are critical for assessing client performance, identifying lucrative growth opportunities, and executing segment-based success plans aligned with Altera's client segmentation framework.
• • You will be tasked with building and maintaining deep, influential relationships at the C-suite level, serving as the primary advocate and strategic thought partner for your clients. This involves understanding their overarching business objectives and translating them into tangible benefits derived from Altera's solutions.
• • Proactively identify and drive lead generation and expansion opportunities through meticulous whitespace analysis, comprehensive stakeholder mapping, and consultative selling techniques. Your commercial acumen will be key in uncovering and capitalizing on these avenues for growth.
• • A significant part of your role involves monitoring and elevating key performance indicators such as Net Promoter Score (NPS/KLAS). This will be achieved through proactive client management, diligent root cause analysis of any issues, and the systematic closure of feedback loops to ensure continuous improvement.
• • You will leverage advanced automation platforms to gain access to real-time portfolio health scoring, predictive attrition signals, and detailed performance analytics. This data-driven approach will enable you to anticipate client needs and potential risks before they escalate.
• • Cultivate strong reference accounts and advocacy relationships. These champions will be invaluable in accelerating pipeline growth and strengthening Altera's competitive positioning within the market.
• • Ensure a seamless and positive client experience by maintaining proactive governance, ensuring timely delivery of contractual commitments, and strictly adhering to Service Level Agreements (SLAs).
• • Foster a collaborative environment by working closely with Product, Professional Services, R&D, and Solutions teams. Your role will be to align internal efforts precisely with the strategic objectives of your assigned clients, ensuring a unified approach to their success.
• • Act as the primary escalation point for complex issues that require executive intervention. You will be responsible for ensuring swift and effective resolution through seamless cross-functional collaboration, demonstrating leadership and problem-solving prowess.
• • This role demands a blend of strategic thinking, commercial acumen, and operational discipline. You will view client success not just as a task, but as both an art and a science, constantly seeking innovative ways to maximize client value and satisfaction.
• • By joining Altera, you will be part of a team that is dedicated to transforming healthcare organizations, empowering clinicians, and improving patient outcomes through cutting-edge digital health solutions. Your contributions will directly impact the efficiency, effectiveness, and connectivity of healthcare systems across the APAC region.