Client Success Manager II – Digital Touch & Low Touch

📋 Description

• • As a Client Success Manager II specializing in Digital and Low Touch engagement models, you will be the primary advocate for a dedicated portfolio of enterprise clients, ensuring their utmost satisfaction and fostering long-term retention.
• • This pivotal role demands a strategic mindset, requiring close collaboration with subject matter experts and key internal stakeholders to deeply understand and align with client visions, objectives, and overarching development strategies.
• • You will be instrumental in initiating and cultivating robust relationships with critical client decision-makers, including C-suite executives and influential physician champions, while also nurturing internal partnerships to drive mutual success for both NextGen Healthcare and our valued clients.
• • Your responsibilities will encompass managing a diverse portfolio of Mid-Market and Enterprise clients, with a particular focus on large and strategically important accounts, acting as their trusted advisor and the primary point of escalation for any concerns.
• • A key aspect of this role involves facilitating seamless collaboration between internal NextGen teams and client executives to co-create a shared vision, define clear strategic objectives, and establish measurable annual goals that align with client business outcomes.
• • You will lead and orchestrate cross-functional initiatives, ensuring they are tightly aligned with client priorities and effectively executed to deliver tangible business results.
• • Building and maintaining strong, enduring relationships with client decision-makers at all levels, from C-suite leaders to key physician champions, will be paramount to advancing our shared objectives and fostering a deep partnership.
• • You will establish and meticulously manage a structured cadence of governance, risk management, operational reviews, and consistent communication to guarantee delivery excellence and the unwavering fulfillment of all contractual commitments.
• • A proactive approach to identifying and articulating growth opportunities within your existing accounts will be crucial for supporting client success and driving revenue expansion, creating a win-win scenario.
• • You will be responsible for planning and expertly facilitating regular business reviews – encompassing weekly, monthly, and quarterly touchpoints – with clients and relevant internal subject matter experts to meticulously track progress, identify areas for optimization, and ensure continued strategic alignment.
• • Leveraging client utilization data will be a core function, enabling you to pinpoint opportunities for improved adoption of NextGen solutions and guide clients in realizing the maximum possible value from their investment.
• • You will diligently monitor all facets of the client experience, including project progress, solution adoption rates, Service Level Agreement (SLA) compliance, and the achievement of defined goals, while maintaining a comprehensive and centralized client “notebook” for easy reference and historical context.
• • Ensuring the successful implementation and widespread adoption of all purchased solutions will be a key performance indicator, directly contributing to clients achieving full value realization from their NextGen partnership.
• • A critical component of your role will be to proactively assess client health across financial, operational, and risk dimensions, developing and implementing effective mitigation strategies to address any potential challenges before they escalate.
• • You will serve as the vital “voice of the customer” within NextGen Healthcare, providing invaluable input to our product and service teams to fuel innovation and contribute directly to the development of new, market-leading offerings.
• • Performing additional duties as required to support the overall success of client relationships and the achievement of broader organizational goals will be expected.
• • You will also perform other duties that support the overall objective of the position, demonstrating flexibility and a commitment to team success.