Responsible for ensuring Netsmart services and solutions provide an unrivaled client experience producing exceptional client satisfactionResponsibilities<ul><li>Provide and support oversight and management on all aspects of a service or solution, driving communication across multiple internal groups (sales, consulting, engineering, and support) with the primary mission of ensuring Netsmart solutions deliver an excellent client experience </li><li>Manage and grow client relationships new and existing clients </li><li>Facilitate meetings with client leadership and implementation teams providing critical solution statuses and/or updates </li><li>Understand the business outcomes required to support customer services </li><li>Analyze, identify and drive critical and escalated issues to resolution </li><li>Track internal OLA metrics, provide clients with SLA management and reporting metrics </li><li>Ensure change management procedures are being followed internally and communicated to clients </li><li>Collaborate and Lead SDM initiatives, mentor and guide other team members </li></ul>Qualifications Required<ul><li>Bachelors degree or equivalent relevant experience </li><li>At least 3 years of client relationship management experience with demonstrated success in growing and maintaining enterprise client relationships </li><li>Working knowledge of Information Technology Infrastructure Library (ITIL) frameworks and service level agreement (SLA) management principles </li><li>Proven ability to lead cross-functional teams and manage complex service delivery projects </li><li>Exceptional verbal and written communication skills with experience facilitating executive-level meetings and presentations </li><li>Strong project management capabilities including risk management, issue resolution, and change management experience </li></ul>Preferred<ul><li>Broad technology background with experience across multiple IT service areas </li><li>ITIL Practitioner Certification or higher level of ITIL certification </li><li>Demonstrated experience in Service Strategy, Service Design, Service Transition, and Service Operation </li><li>Track record of implementing continuous process improvement initiatives </li><li>Healthcare technology or software as a service (SaaS) industry experience </li></ul>Netsmart is proud to be an equal opportunity workplace and is an affirmative action employer, providing equal employment and advancement opportunities to all individuals. We celebrate diversity and are committed to creating an inclusive environment for all associates. All employment decisions at Netsmart, including but not limited to recruiting, hiring, promotion and transfer, are based on performance, qualifications, abilities, education and experience. Netsmart does not discriminate in employment opportunities or practices based on race, color, religion, sex (including pregnancy), sexual orientation, gender identity or expression, national origin, age, physical or mental disability, past or present military service, or any other status protected by the laws or regulations in the locations where we operate.Netsmart desires to provide a healthy and safe workplace and, as a government contractor, Netsmart is committed to maintaining a drug-free workplace in accordance with applicable federal law. Pursuant to Netsmart policy, all post-offer candidates are required to successfully complete a pre-employment background check, including a drug screen, which is provided at Netsmart’s sole expense. In the event a candidate tests positive for a controlled substance, Netsmart will rescind the offer of employment unless the individual can provide proof of valid prescription to Netsmart’s third party screening provider.If you are located in a state which grants you the right to receive information on salary range, pay scale, description of benefits or other compensation for this position, please use this <a href="https://forms.office.com/r/a5KjYkVCaT" target="_blank">form</a> to request details which you may be legally entitled.All applicants for employment must be legally authorized to work in the United States. Netsmart does not provide work visa sponsorship for this position.Netsmarts Job Applicant Privacy Notice may be found <a target="_blank" href="https://www.ntst.com/-/media/pdfs/Misc/NTST_Job_Applicant_Privacy%20Notice_FINAL_0524.pdf">here</a>.