Client Success Manager

Position Summary
The Client Success Manager serves as the primary liaison for assigned healthcare clients, ensuring successful adoption of HCN products, services, and initiatives, including HCN Connect programs. This role supports strategic initiatives, fosters long-term client relationships, and drives operational and clinical improvements through effective use of Epic systems and other HCN offerings.

Job Responsibilities

• Serves as the primary point of contact for assigned healthcare clients.

• Supports the HCN Executive Lead for HCN Connect initiatives.

• Maintain a regular cadence of meetings with center executives.

• Provide regular updates, respond to inquiries, prioritize and escalate tickets, and address client concerns promptly.

• Communicate routinely on Epic upgrades, initiatives, and training opportunities.

• Gather information from other HCN divisions on initiatives relevant to the center.

• Ensure all HCN products and services meet organizational goals.

• Act as the primary escalation point for strategic initiatives.

• Build and strengthen client relationships to achieve long-term partnerships and retention.

• Assess client needs and make recommendations for improvement using Epic dashboards, reports, and executive packets.

• Perform administrative duties including agendas, PowerPoint presentations, and meeting minutes.

• Collaborate with development and internal teams to create strategic marketing plans and ensure KPIs are met.

• Develop a thorough understanding of HCN products, services, and technology offerings to support cross-selling efforts.

• Review and provide guidance on Epic module usage.

• Survey clients on HCN Connect program satisfaction.

• Update CRM with client organizational changes or updates.

• Collect strategic plans and key operational reporting from member centers to analyze and predict metrics, budgets, and service needs.

• Promote effective communication and collaboration across HCN departments and member centers.

• Support and encourage alignment with the mission, core values, and goals of Health Choice Network.

• Travel domestically up to 10% as needed.

• Perform other duties as assigned.

Knowledge, Skills, and Abilities Required

• Strong interpersonal and communication skills

• Ability to manage multiple client relationships and projects simultaneously

• Knowledge of Epic modules and healthcare IT workflows

• Analytical skills to assess metrics, operational reports, and budget impacts

• Proficiency in PowerPoint, CRM systems, and Microsoft Office Suite

• Problem-solving and critical thinking abilities

• Ability to work independently and collaboratively in a fast-paced environment

Education, Experience, and Certifications

• Bachelor's degree in healthcare administration, business, IT, or related field required

• 3–5 years of experience in client management, healthcare operations, or IT consulting preferred

• Experience with Epic systems strongly preferred

• Relevant certifications a plus (e.g., Epic, project management, or healthcare IT)