Client Success Manager, Alinea Engage (Client Management IV) - REMOTE

About Net Health  

Belong. Thrive. Make a Difference.  

Are you looking for a meaningful and satisfying career where you have endless opportunities to grow and be financially rewarded? Net Health may be the perfect place for you.   

A high-growth and profitable company, we help caregivers harness data for human health. We also honor and respect the needs of our Net Health family and staff, which is why we offer a work-from-anywhere environment and unlimited PTO. Our welcoming and collaborative culture paired with progressive benefits makes Net Health the ultimate career home! 

As a leading-edge SaaS company in healthcare, we deliver solutions that help patients get better, faster, and live more fulfilling lives. Our software and predictive analytics cover the continuum of care, from hospital-to-home, across various medical specialties. Come join us and start the next chapter of your exciting career while helping others to live better lives.  

World-Class Benefits That Reflect Our World-Class Culture. 

Click Here to Learn More!: 

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JOB OVERVIEW

As a Client Success Manager you will manage new client implementations, ensuring client needs are met throughout the solutioning process and go-live. The Client Success Manager will collaborate with the Operations Director to own the client account post-live and support them throughout their client journey with Alinea. You will use creative problem-solving skills to help our clients build customized solutions to help them transition from manual processes to automated workflows.

This position requires strong skills in project management, problem solving, critical thinking, communication, and relationship building. You will closely collaborate with other Alinea team members to exceed client expectations as we continuously improve internal processes, service delivery, and product innovation.

ABOUT ALINEA

Alinea is a workflow automation and patient engagement platform designed to drive productive, profitable, person-centered care.

RESPONSIBILITIES AND DUTIES

• Drive Client Success Results
  • Optimize the lifetime value of your assigned clients through smart design and configuration of initial workflows, progressive product adoption and expansion, and industry leading customer satisfaction.
  • Support Operations Director by expanding Company revenue through cross-sell and up-sell opportunities with your assigned clients, as well as long term retention.
• Perform Client Success Activities including, but not limited to, the following areas:
  • Client Onboarding, Solutioning, and Implementation
    • Maintain an updated understanding of Alinea’s platform, benefits, features, and workflows, as well as markets within which Alinea is designed to deploy.
    • Maintain an updated understanding of the configurability of Alinea’s workflows and system build.
    • Work with your assigned clients, Sales, and Operations Director to understand new clients’ organizational structures, location-specific goals, and objectives for ROI and KPIs.
    • Define and build configurable workflows for our clients, both initially and over time.
    • Manage client expectations, maintaining proactive client communications and obtaining final approvals.
    • Coordinate with Alinea’s internal teams to progressively optimize implementation, training, and support - considering strategic vision, product expansion, and client experience.
  • Support Client Contract Renewals
    • Coordinate with Operations Director, VP and Finance to track customer ROI and satisfaction and support strategy for contract renewals.
  • Cross-sell and Up-sell Existing Clients
    • Identify opportunities for your clients to benefit from expanded service line workflows and/or new products. Manage solutioning, build, training, and support to implement in a timely manner.
  • Client Advocacy
    • Understand key client contacts and users, client goals and objectives, and strategic impact of individual client upon Company’s near and longer-term strategies.
  • Collaborate with the following Client Success Areas:
    • Client Support
    • Training
    • Workflow Engineering
    • Product
• Advocate for Client Success Across Alinea
  • Champion a company-wide culture of Client Success.
  • Align with Product to suggest product improvements, support QA testing as required in a rapid iteration environment and provide constructive feedback.
  • Support a company-wide Client feedback loop.
• Support other ad hoc projects as assigned. This may include the following:
  • Help with Quality Assurance and Testing to ensure workflows and system builds function as expected for all customer-specific builds, newly developed products, and existing product enhancements.
  • Cross cover training or support, as required.
  • Assist in research and development when applicable.
  • Support our ongoing value propositions and marketing initiatives.

QUALIFICATIONS

• Minimum Education – bachelor’s degree; equivalent experience acceptable
• 5+ years relevant experience; may have degree or equivalent
• Strong program or project management experience in healthcare technology; Project or Program Management certification or Certified Customer Success Manager(CCSM) desirable
• Ability to clearly communicate the value and benefits of advanced technology tools
• Strong leadership and interpersonal skills:
  • Sound critical thinking and decision-making capabilities
  • Keen client focus and orientation
  • Strong initiative and proactive problem-solving skills
  • Ability to deal with ambiguity
  • Accountable and able to work independently
• Proven ability to work with people at all levels of an organization; able to develop and sustain collaborative and productive working relationships, reflecting our culture and results orientation
• Excellent time management and organization skills, with ability to prioritize tasks in high paced environment
• Ability to effectively communicate complex concepts, empowering clients and users
• Excellent communication skills (written and verbal)
• High energy, positive and proactive – willing to go the extra mile for results and quality
• Consummate professionalism, reflecting Alinea’s core values and maintaining ethical standards

REQUIRED SOFTWARE EXPERIENCE

• Microsoft Office Suite

Note: This job description is not intended to be all-inclusive. Employee may perform other related duties as requested to meet the ongoing needs of the organization. 

Salary Range: $104,000 - $130,000