Altera Client Success Executive

***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.

Overview

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.

Competencies:

• Client Focus: Dedicated to meeting expectations and requirements of internal and external customers. Acts with customers in mind. Establishes and maintains effective relationship with customers and gains their trust and respect.
• Decision Making - Speed and Quality: Uses orderly decision methods, models or ways to think. Doesn't jump to conclusions based on narrow perspective or historical solutions. Comfortable making decisions on complex situations.
• Interpersonal Savvy: Relates to a variety of people, has good listening skills and is approachable. Builds credibility and trust.
• Persuasion, Communication, Conflict: Listen to others more than speaking, able to address conflict, able to collaborate effectively with others. Able to influence others to achieve desired client outcomes and will exude interest in their clients and their businesses. Ability to adapt communications to the audience.
• Negotiating: Has done the necessary homework to negotiate from a point of strength. Not afraid to take tough stands, listens well, seeks out common ground.  Able to be diplomatic, direct, and polite.  Not afraid to walk away from a bad deal.
• Organizational Agility: Learns how the organization works. Builds relationships to assist in maneuvering through complex organizations. Has patience to learn.

Responsibilities

• Deep understanding and ongoing curiosity around how our services can be best leveraged to meet client requirements.
• 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.
• Ensure through personal and organization actions, demonstrate that we care and have an appreciation for the patients that our clients serve. 
• Spend time on site with various constituents of the hospital.  Participating multiple client touchpoints.
• Share insights that demonstrate that we heard the client.  Proactive efforts that address client challenges that were informed by our deep engagement and listening with the client.
• Look for quick wins that allow our client to be viewed well by their internal clients.
• Serves as the primary escalation and strategic contact point with the client to ensure an extraordinary experience with Altera products and services.
• Leads complex collaborations of client and Altera (eg. AOE, TAM, Service PD/PM, Hosting PM, Managed Services, Support leads) teams to ensure alignment and agreement to goals and supporting action plans.
• Maintains internal client updates using Client 360 and/or required reporting mechanisms.
• Executes client facing semi-annual Strategic Operational Plans.
• Facilitates Strategic Planning for complex current and future projects - aligning Altera solution releases with client strategic priorities
• Ensures oversight, visibility, and tactical coordination of complex Altera Services Initiatives.
• Ensures client regulatory preparedness as it relates to Altera solutions.
• Delivers client communications on potential business-impacting items, including Industry/Altera news, release plans, planned outages, and Major Incidences.
• Identifies opportunities for and ensures execution of solution optimizations, workflow best practices, educational opportunities, etc.
• Supports client participation in Voice of Customer processes such as KLAS and NPS, including providing invitations, reviewing feedback, and creating/driving improvement action plans
• 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.
• Drives client prioritization with escalated issues in support.

Qualifications

Academic and Professional Qualifications

Bachelor's degree or equivalent technical/business years of experience.

Experience

• 5+ years healthcare client account management experience; able to build and maintain strong client relationships to ensure satisfaction and retention.
• Strong understanding of healthcare industry practices and trends.
• Technical knowledge of healthcare software systems and applications.
• Experienced at problem-solving and analytical skills to address client issues effectively.
• Excellent communication and interpersonal skills to engage with clients and understand their needs.
• Flexible and adaptable; experienced at managing diverse client situations.

Travel Requirements

Up to 20% travel may be required.

Working Arrangements

This is a remote, U.S.-based role.