Client Success/ Implementation Coordinator

Netsmart is transforming healthcare through innovation and purpose. With over 50 years of experience and strong year-over-year growth, we lead in behavioral health, human services, and post-acute care technology.

We build more than software. We partner with providers to solve challenges, anticipate change, and deliver smarter, more connected care. From EHRs to AI-driven solutions, our mission is to empower care teams to improve outcomes and redefine what's possible in healthcare.

We're seeking a dynamic and adaptable Client Success/ Implementation Coordinator to join our team. This is a unique, hybrid role that bridges client success and technical implementation, supporting both TheraOffice and MyHealthPointe platforms. You'll be the face of our organization to clients, guiding them through onboarding, training, and ongoing support, while also diving into the technical configuration of our software solutions.

This position is ideal for someone who thrives in ambiguity, enjoys learning, and is excited to help shape the future of our client experience. You'll work closely with internal teams and clients to ensure seamless implementation, effective training, and long-term satisfaction.

You'll be part of a supportive, evolving team where your contributions help shape how we deliver value to our clients. This role offers the opportunity to grow in both technical and client-facing directions, with flexibility to explore your strengths and interests.

Your Impact

In this role, you'll support clients through the full lifecycle of their experience with MyHealthPointe, a configurable client-facing platform. You'll guide clients through feature selection, configuration, and training, ensuring the solution aligns with their needs and workflows. You'll also help clients understand how MyHealthPointe integrates with other systems, interpreting log forms and troubleshooting connectivity issues with a big-picture mindset.

On the TheraOffice side, you'll manage user access, support client inquiries, and help maintain the client success queue. You'll work closely with a smaller, agile team, contributing to specific projects and helping new team members get up to speed. This role requires strong prioritization and time management skills, as you'll be balancing responsibilities across both platforms. Success in this role means being a self-starter who can navigate gray areas, take initiative, and collaborate effectively-especially under Megan's leadership style, which emphasizes helpfulness and hands-on support.

Responsibilities

• Serve as the client's main point of contact for business relationship activities to include implementation, ongoing training, adoption or enhancement initiatives, integration, contract maintenance and renewals, and ongoing industry and product knowledge.

• Conduct proactive client business reviews, data research, monitoring and outreach to identify and resolve barriers to satisfaction and retention.

• Effectively communicate solution offerings, technology, and consulting services and identify opportunities to up-sell and expand client portfolio for total client value and foster healthy client relationships

• Interface and advocate for the client through collaboration across sales, professional services, product management and development teams to resolve current challenges and identify future solutions. Manage escalations and projects with the client as needed. Maintain data integrity in CRM and/or support ticketing systems through ongoing data cleanup, documentation, management, and billing

• Develop industry, regulatory, and competitive knowledge and expertise as well as familiar with best practices within assigned clients.

Qualifications
Required

• Bachelor's degree of equivalent work experience

• At least 1 year sales, implementation, support or product management related work experience on a SaaS product

• Proficient in Microsoft Office with advanced Excel skills

• Effective and efficient communication skills and be able to organize, prioritize and schedule a high workload

• Demonstrated analytical and problem-solving abilities

• Strong collaborative skills

• Communicate effectively with various audiences through clarification, understanding of complex problems, and presentation skills

Preferred

• Sales, implementation, support or product management related work experience on assigned SaaS product

• Health care information technology (HCIT) solution strategy or consulting work experience

Why Join Us?

You'll be part of a supportive, evolving team where your contributions help shape how we deliver value to our clients. This role offers the opportunity to grow in both technical and client-facing directions, with flexibility to explore your strengths and interests.

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.

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All applicants for employment must be legally authorized to work in the United States. Netsmart does not provide work visa sponsorship for this position.

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