John Snyder
Quakertown
Summary
Accomplished Client Success Manager with over nine years of experience in the healthcare IT and medical aesthetics fields. As a passionate results-driven leader, I excel in all areas of the client touch point. With a major focus on client retention and expansion, I am consistently raising the bar and challenging myself. I pride myself on my proven track-record of developing strong relationships among all levels of an organization, along with the ability to exceed retention and KPI metrics.
Overview
9
9
years of professional experience
Work History
Senior Client Success Manager
Symplast EHR
04.2024 - Current
- Managed the account plan and client journey touchpoints for assigned book of business with key focus on retention and expansion
- Met and exceeded quarterly retention and growth KPI metrics
- Provided proactive and consultative client support ensuring high retention and net revenue growth within an existing client base
- Garnered a deep understanding of clients' needs while providing consultative solutions that will add value to their business objectives
- Managed key client interactions with a focus on expansion opportunities within accounts and subscription renewals via phone, email, zoom, and on-site visits
- Troubleshooted issues and identified the best solutions for clients' inquiries
- Relayed bugs and needed fixes to web development team to handle as well as client feedback to enhance products and services
- Identified client goals and work to achieve these goals through the software
- Ensured adoption, growth opportunities, and success renewal of subscription
- Accurately report internal administration including CRM, activity log, and sales pipeline forecasting
- Provided actionable client feedback to key stakeholders
- Efficiently managed time to prioritize essential activities leading to an exceptional client experience, ongoing renewals, and growth opportunities
Account Manager II, Patient Portal (PxP)
NextGen Healthcare
04.2022 - 01.2024
- Company Overview:
- Part of 20% reduction post-acquisition
- Served as main point of contact and trusted advisor responsible for driving product adoption and retention for assigned PxP accounts
- Managed day-to-day client communication as it relates to current, new, and upcoming projects while meeting deadlines
- Delivered superior client service through regular contact with set of assigned clients by holding standing status calls, written communications, and other contact as needed
- Monitored and tracked all aspects of the customer experience including status of all projects, initiatives, solution adoption, SLA adherence and client’s individual business goals while maintaining the customer ‘notebook’ for a single source view
- Provided prescriptive guidance on beneficial NextGen offerings and services
- Identified potential risks and engage with key resources to resolve issues
- Served as main point of escalation for client issues and cooperatively work with internal teams to expedite resolution of escalated issues and activities, while delivering timely communication to client on progress and next steps
- Provided leadership and guidance to clients as a NextGen authority on products, services, and processes by staying current on NextGen news, releases, and industry updates
- Tracked ongoing sales and product implementations
- Regularly provided updates on work progress, obstacles and blockers, and overall performance with execution and progress toward delivery
- Drove a performance-based culture through accountability and foster leadership, strategic thinking, and business acumen on the team
- Part of 20% reduction post-acquisition
Account Manager I, Enterprise
NextGen Healthcare
Horsham
02.2016 - 04.2022
- Served as main point of contact and trusted advisor responsible for driving product adoption and retention for 30+ large and strategic EHR/EPM accounts (50+ providers, $500k+ ARR)
- Ensured strong effective relationships with customer senior leadership and key internal operational leaders in order to best understand client’s goals, operational environment, and strategic initiatives
- Served as the accountable driver of effective relationships and ensure the successful implementation and delivery of NextGen solutions and programs
- Established and facilitated a governance, risk, communications, and operational cadence consisting of client and NextGen leadership to effectively ensure meeting of all contractual commitments and driving client satisfaction
- Monitored and tracked all aspects of the customer experience including status of all projects, initiatives, solution adoption, SLA adherence and client’s individual business goals while maintaining the customer ‘notebook’ for a single source view
- Facilitated cross-functional collaboration with executive and stakeholders to establish vision, objectives, and customer annual goals
- Collaborated and worked internally with all teams including Sales, Technical, Professional Consulting, Project Management, and Accounting to ensure client satisfaction by remaining up to speed on projects and initiatives
- Participated and facilitated Weekly/Monthly/Quarterly Business Reviews with clients and the appropriate internal SMEs and client stakeholders
- Measured, monitored, and ensured the health of assigned client base from financial, dependency, risk and mitigation, and schedule perspectives
- Provided voice of the customer input for Product development and contribute to the ideation, development, and productization of significant new services
- Delivered strategically relevant and operationally precise analytics and recommendations for expansion opportunities to the sales organization
Education
Business Administration and Management -
Bucks County Community College
Perkasie, PA06.2010
High School Diploma -
Quakertown Community Senior High School
Quakertown, PA06.2008
Skills
- Critical Thinking
- Leadership
- Team Building
- High-Level Relationship Management
- Salesforce
- Collaborative Problem Solving
- Time Management
- Analytics
- Project Management
- Patient Portal
- Upselling
- Program Management
- C-Level Presentations
- Project Implementation
- Population Health
- SAP
- Microsoft Office Suite
- Smartsheet
- Key Performance Indicators
- Product Adoption
- Google Suite
- Executive Business Reviews
- Retention
- CRM
- AI
Timeline
Senior Client Success Manager
Symplast EHR
04.2024 - Current
Account Manager II, Patient Portal (PxP)
NextGen Healthcare
04.2022 - 01.2024
Account Manager I, Enterprise
NextGen Healthcare
02.2016 - 04.2022
Business Administration and Management -
Bucks County Community College
High School Diploma -
Quakertown Community Senior High School