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Expert Client Success Manager

2 weeks ago

Singapore Altera Digital Health Full time

Altera, a new member of the N. Harris Computer Corporation family, delivers health IT solutions that support caregivers around the world. These include the Sunrise, Paragon®, Allscripts TouchWorks®, Allscripts® Opal, STAR, HealthQuest and dbMotion solutions. At the intersection of technology and the human experience, Altera Digital Health is driving a new era of healthcare, in which innovation and expertise can elevate care delivery and inspire healthier communities across the globe. A new age in healthcare technology has just begun.

**Expert Client Success Manager Altera Digital Health**

**Singapore**

**What we can Offer You**
- Excellent benefits - including private medical and dental
- Competitive salary per market rate
- Structured career progression

**Essential Functions/Major Job Responsibilities**
- Create and deliver a strong relationship with Strategic clients in partnership with Sales Executive to create a partnership so that Altera is able to align to the client strategy and business goals
- Understand clients' business and how Altera products and solutions can address any potential challenges with a view to proposing the right products and services to resolve customer challenges
- Identification of potential upsell opportunities and support Sales Executive to close out sales
- Drive client debt recovery and cash collections to increase cashflow
- Understand the customers strategic priorities and organizational goals, business objectives, challenges, and capabilities and work with Sales Executives to develop a client focused strategy and tactical delivery
- Work as part of an International Client Success Team to deliver and maintain customer satisfaction to a level that the customer will act as a sales reference site without limitation.
- Use your knowledge and experience of regulatory requirements to ensure clients are aware of and have plans for their practice needs
- Become a trusted advisor working for the needs of the clients - communication is key in the CSM role

**Service Delivery**
- Identifies client support priorities that require special handling to maintain customer satisfaction.
- Answer enquiries and facilitate resolution of issues raised
- Handle Client escalations pertaining to unresolved support issues
- Drive and manage customer escalated issues and Major Incidents to resolution
- Maintain and build a positive rapport with customers while upgrading solutions or problem solving
- Assist with Troubleshooting to identify root cause of the issue
- Ability to translate user-oriented language into technical information and visa versa
- Identifies obstacles to meeting set performance targets and recommend actions to be taken to improve performance.
- CSM's analyze data from PowerBI and ServiceNow to create client service level reporting and conduct quarterly system performance and SLA compliance.
- The CSM will work with Support Managers on a common goal to improve SLA compliance where necessary managing goals and action plans.

**Working Arrangements**
- May require after-hours, on-call support and/or holidays
- On-call and after hours work during peak times including end of month/quarter/year; during this time PTO is limited to meet business needs
- May require some client on-site working Up to 20% travel may be required

**Knowledge, Skills and Abilities that would suit this role**
- Minimum 4-7 years of work experience in Healthcare Information Technology industry with experience in client facing relationship role
- Excellent Client facing and communication skills with ability to engage with Senior stakeholders & Key executives
- Client Facing and experienced in Account Management
- Must have strong written and verbal communication skills and able to communicate with Clients
- Must have strong Presentation Skills to present to Senior Client executives
- Strategic and analytical thinker with an eye for detail
- Strong analytical, problem solving, and conceptual skills
- Ability to manage tasks, work independently, prioritise and execute without significant oversight
- Must have strong experience in Microsoft Outlook, Word, Excel and Powerpoint