Job description

Job Summary The Expert Client Success Manager (CSM) serves as a strategic advisor to a portfolio of complex, strategic Veradigm clients. The Expert CSM represents the voice of the client within Veradigm and the voice of Veradigm to the client. The Expert CSM is accountable for building strong client relationships, driving solution adoption, identifying expansion opportunities, protecting revenue, and reducing client attrition. Operating with considerable autonomy, the Expert CSM partners with client leaders and cross-functional Veradigm stakeholders to align Veradigm s solutions, services, and roadmap with the client s financial, operational, and regulatory priorities. This role combines strategic roadmap planning with hands-on execution. The Expert CSM identifies risks early, drives issue resolution across Product, Operations, Support, Services, Sales, Finance, and other teams, and engages Client Success leadership when situations require executive intervention. The Expert CSM also contributes to the growth of the Client Success organization by applying and refining best practices, sharing lessons learned, and mentoring less experienced Client Success Managers. What You Will Contribute Serves as the primary strategic and operational contact for complex client relationships, ensuring an exceptional experience with Veradigm products and services Builds trusted relationships with client leaders and decision-makers, connecting Veradigm s capabilities to the client s strategic, financial, operational, and regulatory priorities Leads complex, cross-functional collaboration among client stakeholders and Veradigm teams, including Sales Account Executives, Technical Account Managers, Services Project Managers, Hosting, Managed Services, Product, Support, and Finance, to align on goals and action plans Creates and maintains client success plans with clear objectives, measurable outcomes, key performance indicators, risks, and dependencies Facilitates strategic roadmap planning for complex current and future projects, aligning Veradigm solution releases with client priorities Leads monthly operational reviews and creates and maintains client-facing executive dashboards that track performance and progress Participates actively in Quarterly and Strategic Business Reviews, contributing performance data, client feedback, and recommendations Provides advanced consultative guidance on client growth plans, solution adoption, and workflow optimization, and supports Sales in expanding the Veradigm footprint Maintains accurate and actionable client health reporting through Client Health Dashboards and other required reporting mechanisms Identifies emerging risks within assigned accounts and takes action before they materially affect client outcomes, revenue, or regulatory compliance Drives client prioritization of escalated issues with Support and coordinates cross-functional resolution, engaging leadership when escalations require executive involvement Ensures oversight, visibility, and tactical coordination of complex Veradigm services initiatives, including progress, dependencies, and risks Ensures client regulatory preparedness related to Veradigm solutions, including CMS requirements, risk adjustment, encounters, and claims submissions Delivers timely client communications regarding business-impacting developments, including regulatory changes, industry and Veradigm news, product releases, planned outages, and major incidents Identifies and ensures execution of solution optimizations, workflow improvements, educational opportunities, and operational best practices Performs root cause analysis for recurring issues on assigned accounts and partners with internal teams to implement corrective actions Supports resolution of complex financial and contractual matters, including concessions, terminations, unfunded project requests, and disputed or outstanding accounts receivable Facilitates discussions to resolve non-disputed accounts receivable issues when standard Finance processes have not resulted in progress Supports client participation in Voice of the Customer programs, including KLAS and client satisfaction surveys, by issuing invitations, reviewing feedback, and driving improvement action plans Identifies and grows reference accounts by documenting and sharing client outcomes, success stories, and demonstrated value Identifies trends across assigned accounts and shares insights with Client Success leadership and Product to inform roadmap, service delivery, and engagement priorities Applies and contributes to Client Success best practices, processes, tools, and engagement standards Mentors and guides Senior and less experienced Client Success Managers on account strategy, escalations, and client engagement Participates in initiatives that improve client outcomes and strengthen the effectiveness of the Client Success organization The Ideal Candidate Will Have Bachelor s degree or equivalent technical or business experience (required) 7 years of relevant experience in Client Success, account management, healthcare technology, payer operations, consulting, or a related field 2–3 years of experience at the Senior Client Success Manager level or equivalent experience managing complex client relationships (preferred) Experience engaging client leadership and influencing decisions with client and internal stakeholders Experience leading cross-functional work without direct authority Payer or health plan industry experience Working knowledge of risk adjustment, CMS requirements, encounters, claims submissions, and related payer operations Ability to connect client objectives with measurable business, financial, operational, and regulatory outcomes Strong analytical skills and experience using data to assess client health and guide decisions Strong problem-solving and root cause analysis skills, with the curiosity to investigate complex issues High attention to detail and the ability to manage multiple priorities in a complex environment A proactive approach to identifying risks, resolving issues, and improving operational processes Excellent communication, facilitation, negotiation, and relationship-management skills Ability to mentor and coach less experienced team members Knowledge, Skills, and Abilities Strategic Thinking Client Relationship Management Client Health Awareness and Management Client Advocacy Payer and Healthcare Industry Expertise CMS and Regulatory Awareness Veradigm Market and Product Knowledge Business and Financial Acumen Client Expectations Management Cross-Functional Collaboration and Influence Risk Identification and Mitigation Root Cause Analysis and Problem-Solving Analytical Proficiency Operational Process Improvement Communication and Facilitation Initiative, Accountability, and Sound Judgment Compensation for this job is subject to market conditions, geographic considerations, the candidate’s unique skills and experience, state and local laws, and budget. Our commitment to pay transparency is a testament to our dedication to creating a fair, equitable, and inclusive workplace. By continuously analyzing market trends, staying abreast of changes in state laws, and making budgetary adjustments accordingly, we strive to ensure that our compensation practices reflect the value we place on our associates’ unique contributions and support their professional growth. Enhancing Lives and Building Careers Veradigm believes in empowering our associates with the tools and flexibility to bring the best version of themselves to work and to further their professional development. Together, we are In the Network. Interested in learning more? Take a look at our Culture , Benefits , Early Talent Program , and Additional Openings . Visa Sponsorship is not offered for this position. At Veradigm, our greatest strength comes from bringing together talented people with diverse perspectives to support the needs of healthcare providers, life science companies, health plans, and the patients they serve. The Veradigm Network is a dynamic, open community of solutions, external partners, and cutting-edge artificial intelligence technologies that provide advanced insights, technology, and data-driven solutions. Veradigm offers a comprehensive compensation and benefits package, including holidays, vacation, medical, dental, and vision insurance, company paid life insurance and retirement savings. Veradigm’s policy is to provide equal employment opportunity and affirmative action in all of its employment practices without regard to race, color, religion, sex, national origin, ancestry, marital status, protected veteran status, age, individuals with disabilities, sexual orientation or gender identity or expression or any other legally protected category. Applicants for North American based positions with Veradigm must be legally authorized to work in the United States or Canada. Verification of employment eligibility will be required as a condition of hire. Veradigm is proud to be an equal opportunity workplace dedicated to pursuing and hiring a diverse and inclusive workforce. From a VEVRAA Federal Contractor We request Priority Referral of Protected Veterans This is an official Veradigm Job posting. To avoid identity theft, please only consider applying to jobs posted on our official corporate site. Thank you for reviewing this Veradigm opportunity. Does this look like a great match for your skill set? If so, scroll on down and tell us more about yourself!

Requirements

Must-haves

The Expert CSM also contributes to the growth of the Client Success organization by applying and refining best practices, sharing lessons learned, and mentoring less experienced Client Success Managers.
What You Will Contribute
Serves as the primary strategic and operational contact for complex client relationships, ensuring an exceptional experience with Veradigm products and services
Builds trusted relationships with client leaders and decision-makers, connecting Veradigm s capabilities to the client s strategic, financial, operational, and regulatory priorities
Creates and maintains client success plans with clear objectives, measurable outcomes, key performance indicators, risks, and dependencies
Facilitates strategic roadmap planning for complex current and future projects, aligning Veradigm solution releases with client priorities
Leads monthly operational reviews and creates and maintains client-facing executive dashboards that track performance and progress
Participates actively in Quarterly and Strategic Business Reviews, contributing performance data, client feedback, and recommendations
Provides advanced consultative guidance on client growth plans, solution adoption, and workflow optimization, and supports Sales in expanding the Veradigm footprint
Maintains accurate and actionable client health reporting through Client Health Dashboards and other required reporting mechanisms
Identifies emerging risks within assigned accounts and takes action before they materially affect client outcomes, revenue, or regulatory compliance
Drives client prioritization of escalated issues with Support and coordinates cross-functional resolution, engaging leadership when escalations require executive involvement
Ensures oversight, visibility, and tactical coordination of complex Veradigm services initiatives, including progress, dependencies, and risks
Ensures client regulatory preparedness related to Veradigm solutions, including CMS requirements, risk adjustment, encounters, and claims submissions
Delivers timely client communications regarding business-impacting developments, including regulatory changes, industry and Veradigm news, product releases, planned outages, and major incidents
Identifies and ensures execution of solution optimizations, workflow improvements, educational opportunities, and operational best practices
Performs root cause analysis for recurring issues on assigned accounts and partners with internal teams to implement corrective actions
Supports resolution of complex financial and contractual matters, including concessions, terminations, unfunded project requests, and disputed or outstanding accounts receivable
Facilitates discussions to resolve non-disputed accounts receivable issues when standard Finance processes have not resulted in progress
Supports client participation in Voice of the Customer programs, including KLAS and client satisfaction surveys, by issuing invitations, reviewing feedback, and driving improvement action plans
Identifies and grows reference accounts by documenting and sharing client outcomes, success stories, and demonstrated value
Identifies trends across assigned accounts and shares insights with Client Success leadership and Product to inform roadmap, service delivery, and engagement priorities
Applies and contributes to Client Success best practices, processes, tools, and engagement standards

Nice-to-haves

2–3 years of experience at the Senior Client Success Manager level or equivalent experience managing complex client relationships (preferred)

Application prep

Use the role’s language and application details while tailoring your materials.

Platform: workday
Effort: long

Benefits

Benefits detected in the listing.

Dental

Vision

Professional Development