Enterprise Account Manager at NEXTGEN Healthcare in Irvine, California

Job Description:

Enterprise Account Manager

Job Responsibilities:

• Responsible for the overall satisfaction and retention for assigned client base


• Ensure strong effective relationships with customer senior leadership and key internal operational leaders, in order to best understand the customer's goals, operational environment, and strategic initiatives


• Serve as the accountable driver of effective relationships and ensure the successful implementation and delivery of NextGen solutions and programs


• Establish and facilitate a governance, risk, communications, and operational program cadence consisting of Customer and NextGen leadership to effectively ensure we are meeting all contractual commitments and driving client satisfaction


• Monitors and tracks all aspects of the customer experience including status of all projects, initiatives, solution adoption, SLA adherence and client's individual business goals. Maintains the customer 'notebook' for a single source view


• Facilitate cross-functional collaboration with executive and stakeholders to establish vision, objectives, and customer annual goals


• Actively seek out and solves for barriers / problems / risks to client's overall satisfaction


• Participate and facilitate Weekly / Monthly / Quarterly Business Reviews with clients and the appropriate internal SMEs and client stakeholders


• Realize, articulate, and communicate growth opportunities within existing customers


• Provide voice of the customer input for Product development and contribute to the ideation, development, and productization of significant new services


• Deliver strategically relevant and operationally precise analytics and recommendations for expansion opportunities to the sales organization


• Regularly provide updates on work progress, obstacles and blockers, and overall performance with execution and progress toward delivery


• Actively measure, monitor, and ensure the health of assigned client base from financial, dependency, risk and mitigation, and schedule perspectives


• Provide clear expectations and follow up to ensure progress and overcome roadblocks


• Drive a performance-based culture through accountability and foster leadership, strategic thinking, and business acumen on the team


• Provide timely feedback to peers and team members to encourage success, ensure accountability, and connect opportunities for your team members' development


• Assist in on-boarding, coaching and mentoring team members to Customer Success team

Education:

Required:

• Bachelor's degree in business administration/management, healthcare administration/management or equivalent combination of education and related work experience.

Preferred:

• PMP, healthcare credential or licensure preferred, but not required.

Experience:
Required:

• 5+ years' experience working in a healthcare facility, clinical setting or healthcare IT operations in a managerial or project management capacity.

Knowledge, Skills, & Abiltities:

• Successfully managed large multi-million dollar clients on enterprise software systems and solutions


• Proven success improving overall client satisfaction, retention and business growth of clients


• Articulate, assertive and persuasive with the ability to adapt communication style and approach to audiences at all levels


• Proven critical thinking and problem-solving skills, including balancing multiple priorities and addressing team and/or prioritization conflicts


• Ability to assess a situation, identify next steps, implement an action plan and hold others accountable to deliverables and deadlines


• Ability to work independently and be resourceful when confronted with ambiguity


• Strong change management knowledge and/or experience


• Effective organizational skills and attention to detail, and ability to prioritize/organize/multitask and meet multiple deadlines


• Strong organization, presentation skills and business acumen


• Ability to travel up to 50%

NextGen Healthcare believes in strength through diversity. We are an equal opportunity workplace and an affirmative action employer supporting Diversity, Disabled, and Protected Veterans. Qualified applicants are considered for employment without regard to age, race, color, religion, sex, national origin, sexual orientation, gender identity, disability or veteran status.

To accomplish this job successfully, an individual must be able to perform, with or without reasonable accommodation, each essential function satisfactorily. Reasonable accommodations may be made to help enable qualified individuals with disabilities to perform the essential functions.

Because NextGen Healthcare believes in providing a safe work environment, we conduct background checks as part of our hiring processes.

Summary:

The Enterprise Account Manager (EAM) will understand the customer's goals and strategic objectives, operational environment and constraints, and ensure our solutions and services achieve or surpass those goals, and contractual obligations. The EAM will be actively engaged in driving strategic initiatives and delivering business-aligned outcomes for the customers they have been assigned. They will accomplish this by maintaining a deep working knowledge of their assigned customer's business models, business problems and strategic goals. The EAM will be responsible for ensuring that we fulfilled all contractual obligations and provide oversight of operational activities being delivered by NextGen Healthcare focusing on risk management and driving appropriate internal action to ensure that the customer's business goals are achieved. They will lead strategy and ownership of highly complex, cross-functional initiatives to deliver strategic value to the our customers. Collaborates with subject matter experts and key stakeholders to achieve vision, objectives, and develop client strategy. Initiates and cultivates relationships with customer decision-makers, C-suite and key physician champions as well as internal stakeholders to forward NextGen Healthcare and Customer goals. Develops and maintains client metrics and outcomes reporting.

Remote Location, Any, 00000
Regular

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