Client Success Manager II – Digital Touch & Low Touch

Job description

Job Description: The Client Success Manager II serves as an advocate with primary responsibility for the overall satisfaction and retention for assigned enterprise client base. This role collaborates with subject matter experts and key stakeholders to achieve vision, objectives, and development of client strategy. This role will initiate, cultivate relationships with customer decision-makers, C-suite and key physician champions as well as internal stakeholders to forward NextGen Healthcare and client goals. Manage a portfolio of Mid-Market and Enterprise clients, including large and strategic accounts, serving as a trusted advisor and point of escalation. Facilitate collaboration with internal teams and client executives to establish a shared vision, strategic objectives, and measurable annual goals. Lead cross-functional initiatives that align with client priorities and drive business outcomes through effective strategy execution. Build and maintain strong relationships with client decision-makers, including C-suite leaders and key physician champions, to advance shared objectives. Establish and manage a structured cadence of governance, risk management, operational reviews, and communications to ensure delivery excellence and fulfillment of contractual commitments. Identify and communicate growth opportunities within existing accounts to support client success and revenue expansion. Plan and facilitate regular business reviews (weekly, monthly, quarterly) with clients and relevant internal subject matter experts to track progress and optimize strategic alignment. Use client utilization data to identify areas for improved adoption and help clients realize maximum value from their NextGen investment. Monitor all aspects of the client experience—project progress, solution adoption, SLA compliance, and goal achievement—while maintaining a centralized client “notebook” for reference. Ensure successful implementation and adoption of all purchased solutions, supporting full value realization. Proactively assess client health across financial, operational, and risk dimensions, implementing mitigation strategies as needed. Provide “voice of the customer” input to product and service teams, contributing to innovation and the development of new offerings. Perform additional duties as required to support the overall success of client relationships and organizational goals. Perform other duties that support the overall objective of the position. Education Required: Bachelor’s degree in business administration/management, healthcare administration/management. Or, any combination of education and experience which would provide the required qualifications for the position. Experience Required: 8 years’ account management, sales, services, or related field. 6 years’ Healthcare Information Technology (HIT) vendor experience. 6 years’ Healthcare experience in ambulatory or health system. 6 years’ NextGen experience. Successfully managed large multi-million-dollar clients’ enterprise software systems and solutions. Proven success improving overall client satisfaction, retention and business growth of clients. Strong command of the NextGen portfolio of solutions or comparable vendor, or former client. Knowledge, Skills & Abilities: Knowledge of: Strong change management knowledge and skills. Strong working knowledge of solutions, business models, business problems and strategic goals. Client-facing, complex, account management and business operations acumen. Skill in: Client-focus with excellent communication & interpersonal skills. Executive-Level presentation skills. Strong Project/Account management skills with the ability to manage multiple client engagements and projects concurrently. Advanced critical thinking and problem-solving skills. Ability to: Ability to assess a situation, identify next steps, implement an action plan and hold others accountable to deliverables and deadlines; analyze client challenges and provide consultative support; establish productive, professional relationships internally and with key personnel in potential client's organization; work cross-functionally, and actively seek, develop, and proactively contribute to collaborative relationships. Work autonomously, receiving little to no instruction on daily work. The company has reviewed this job description to ensure that essential functions and basic duties have been included. It is intended to provide guidelines for job expectations and the employee's ability to perform the position described. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate. This document does not represent a contract of employment, and the company reserves the right to change this job description and/or assign tasks for the employee to perform, as the company may deem appropriate. NextGen Healthcare is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.