Senior Client Success Executive – TouchWorks

Altera Digital Health

Location: Remote (US – Pacific or Mountain Time Zone strongly preferred)

About the Role

Altera Digital Health is seeking a strategic and operationally minded Senior Client Success Executive to lead the post-sales relationship for our TouchWorks EHR clients. TouchWorks is a cornerstone of our ambulatory portfolio, serving some of the largest and most complex multi-specialty physician groups in the country.

As a Senior CSE, you are not just a point of contact; you are a clinical and operational consultant. You will partner with large medical groups and health systems to ensure they are maximizing the efficiency of their clinicians, improving patient outcomes, and achieving financial stability through the TouchWorks platform. Your goal is to move clients from "functional users" to "high-performing clinical organizations."

What You'll Do: Strategic Leadership

• Lead executive-level discussions to align TouchWorks capabilities with the client’s clinical and financial goals, such as reducing physician burnout and improving Value-Based Care metrics.
• Help clients optimize clinical workflows by leading strategic account reviews to ensure doctors and staff are spending less time on documentation and more time on patient care.
• Maintain high-level relationships with CMOs, CNIOs, and Practice Administrators, serving as their primary advocate within Altera.
• Proactively monitor account health and clinical adoption rates to identify potential risks to the partnership and lead turnaround strategies that ensure long-term loyalty.
• Work alongside Client Delivery Executives to ensure that system upgrades and new feature rollouts, like AI-driven documentation, are executed seamlessly and provide immediate value.
• Travel to client sites (approximately 25%—primarily California and Canada) to lead governance meetings, shadow clinical workflows, and conduct executive briefings.

What You’ll Bring to the Team

• 7+ years in Senior Customer Success or Account Management, specifically within Ambulatory EHR or Healthcare IT would be an advantage.
• Deep understanding of the outpatient environment, including practice management, revenue cycle, and clinician "pain points."
• Proven track record of commanding a room of physicians and health system executives.
• The ability to look beyond technical tickets to see the "big picture" of how a clinical system affects a hospital's bottom line.
• Bachelor’s degree required; clinical background (RN, PA, etc.) or MHA/MBA is a significant plus.
• Ability to travel up to 25% to visit clinical sites and administrative offices.

Why You’ll Love Working With Us

• TouchWorks is where healthcare happens. Your work directly affects the daily lives of thousands of physicians and their patients.
• You will be managing the "brain" of large medical groups, making you an indispensable partner to their leadership.
• As Altera continues to innovate in the ambulatory space, this role offers a path into senior leadership or strategic consulting.