Principal Client Success Manager at Allscripts (Baltimore, MD)

| Baltimore, MD
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Welcome to Allscripts! Our Mission is to be the most trusted provider of innovative solutions that empower all stakeholders across the healthcare continuum to deliver world-class outcomes. Our Vision is a Connected Community of Health that spans continents and borders. With the largest community of clients in healthcare, Allscripts is able to deliver an integrated platform of clinical, financial, connectivity and information solutions to facilitate enhanced collaboration and exchange of critical patient information.

Remote working EST Time Zone hours

Job Summary
The Client Success Manager (CSM) serves as the voice of the client to Allscripts and the voice of Allscripts to the client. The CSM seeks to ensure robust adoption of solutions, maximize expansion opportunities, and minimize client attrition to create a healthy, growing client base. To accomplish these goals, the CSM partners with our clients and internal Allscripts stakeholders to ensure remarkable client experiences with our products and services through a combination of strategic roadmap planning and tactical execution of actions necessary to support operations. The CSM is responsible for reviewing client financial and business objectives, creating actions to support them, and reporting progress on Key Performance Indicators. Tactically, these actions may include ongoing monthly operational reviews, creating and publishing reports, pursuing escalated support and services actions, providing assistance to resolve outstanding A/R issues, and supporting sales activities to further the expansion of the Allscripts solutions footprint.

Essential Functions
  • Serves as the primary operational contact point with the client to ensure an extraordinary experience with Allscripts products and services
  • Leads highly complex collaborations of client and Allscripts (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 Spotlight and/or required reporting mechanisms
  • Creates/maintains somewhat highly client facing executive dashboard for monthly operational review
  • Facilitates Strategic Roadmap Planning for highly complex current and future projects - aligning Allscripts solution releases with client strategic priorities
  • Ensures oversight, visibility, and tactical coordination of highly complex Allscripts Services Initiatives
  • Ensures client regulatory preparedness as it relates to Allscripts solutions
  • Delivers client communications on potential business-impacting items, including Industry/Allscripts 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 CSAT, including providing invitations, reviewing feedback, and creating/driving improvement action plans
  • Identifies and grows reference accounts, including sharing client success stories and outcomes improvements
  • Participates actively in client Quarterly Business Reviews (QPRs)
  • Provides consultative insights into the client growth plan led by the AOE
  • Provides support to resolve highly complex financial or contractual disputes, including concessions, terminations, and unfunded project requests
  • Facilitates highly complex discussions on the resolution of non-disputed A/R issues where Allscripts finance is unable to make forward progress using normal processes
  • Drives client prioritization with escalated issues in support
  • Mentors/provides guidance to less experienced Client Success Managers

Job Requirements
  • Bachelor's Degree (Preferred)
  • 10+ years relevant work experience; 2-3 years at the Expert level or equivalent experience (Preferred)
  • Up to 10% travel may be required


Knowledge, Skills and Abilities
  • Strategic Thinking / Thought Leadership
  • Client Health Awareness & Management
  • Client Advocacy
  • Allscripts Market and Product Awareness
  • Client Expectations Management
  • Initiative
  • Analytical Proficiency

#LI-ALL

Must have received or be willing to receive the COVID-19 vaccine by date of hire to be considered for employment with Allscripts.

Visa Sponsorship is not offered for this position.

At Allscripts, our greatest strength comes from bringing together talented people with diverse perspectives to support the technology needs of 180,000 physicians, 1,500 hospitals and 10,000 postacute organizations across the globe. Allscripts offers a comprehensive compensation and benefits package, including holidays, vacation, medical, dental, and vision insurance, company paid life insurance and retirement savings.

Allscripts' policy is to provide equal employment opportunity and affirmative action in all of its employment practices without regard to race, color, religion, sex, national origin, ancestry, marital status, protected veteran status, age, individuals with disabilities, sexual orientation or gender identity or expression or any other legally protected category. Applicants for North American based positions with Allscripts must be legally authorized to work in the United States or Canada. Verification of employment eligibility will be required as a condition of hire. Allscripts is proud to be an equal opportunity workplace dedicated to pursing and hiring a diverse and inclusive workforce.

From a "VEVRAA Federal Contractor" We request Priority Referral of Protected Veterans

This is an official Allscripts Job posting. To avoid identity theft, please only consider applying to jobs posted on our official corporate site.

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More Information on Allscripts
Allscripts operates in the Software industry. The company is located in Chicago, IL, Raleigh, NC and Alpharetta, GA. Allscripts was founded in 1986. It has 8224 total employees. It offers perks and benefits such as Flexible Spending Account (FSA), Disability Insurance, Dental Benefits, Vision Benefits, Health Insurance Benefits and Life Insurance. To see all 324 open jobs at Allscripts, click here.
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