Client Success Manager II

NextGen Federal Systems

3d

About The Position

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.

Requirements

• 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.
• 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.
• 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.
• 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 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.

Responsibilities

• Achieve vision, objectives, and development of client strategy.
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level