Client Experience Manager I

Job Description:

The Client Experience Manager I is responsible for aligned Application Services clients and their experience throughout the duration of their contract.

• Application Managed Services experience is requiredManage all operational aspects of aligned clients, inclusive of but not limited to: daily Support case review, project management for upgrades and ancillary solution projects, and client relationship management.
• Build and maintain strong relationships with clients to understand their needs and expectations.
• Drive client outcomes while working with cross-functional teams.
• Develop and implement the roadmap strategy, operations, and communications to improve the overall client experience.
• Design, communicate, and implement comprehensive, executable project plans, status reports and documentation that meet the needs of cross-functional stakeholders.
• Monitor progress and performance of Support cases; take action to resolve operational problems and minimize delays.
• Identify, develop, and gather the resources to resolve complex Support issues and active projects.
• Establish strong formal and informal networks with cross-functional partners to drive engagement and ensure changes are understood / accepted across the organization.
• Lead meetings and provide appropriate documentation from agendas and tasks through to lessons learned.
• Travel to client sites on an as needed basis. Approximately 25% expected travel.
• Perform other duties that support the overall objective of the position.

Education Required:  

• Bachelor's Degree.  
• Or, any combination of education and experience which would provide the required qualifications for the position.

Experience Required:

• 6+ years experience in Project Management, Account Management and/or Support.
• Demonstrated experience in continuously improving processes to drive measurable outcomes.
• Extensive knowledge and experience with leading complex projects and process improvement initiatives.
• Healthcare IT Project Management experience is a plus.

License/Certification Required:

• PMP Certification, NextGen Solution Certifications are a plus.

Knowledge, Skills & Abilities:

• Knowledge of: Application of principles, concepts, practices, integration, scope, and time management standards of project management.  
• Skill in: Leadership and collaboration skills. Effective communication and interpersonal skills. Detail orientated; strong analytical thinker with a willingness to share knowledge and mentor others. Aptitude for assessing information critically, recognizing trends and able to recommend ideas for improvement and process innovation. Strong conflict resolution skills and ability to deliver difficult messages while instilling a sense of partnership and trust with the client.  Emotional intelligence.
• Ability to:  Use influence to drive projects and support cases to successful completion. Communicate, influence, establish trust, and demonstrate results with multiple stakeholder groups will be critical to success for this position. Navigate organizations to get things accomplished; autonomously lead and operate projects and execute independently.  Balance competing priorities and multiple projects in a fast-paced environment. Strong ability to gauge business needs and requirements to prioritize work and workflow. Be passionate about contributing to an organization focused on continuously improving client experiences.

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.