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Is IT just something you use? Or is it actively contributing to your success? Find out how a Client Success Manager will make all the difference.

You may have heard that industry-leading, award-winning, unbeatable IT services come down to one specific thing; maybe it’s offering the latest, greatest, fanciest, tech gimmicks (which also tend to be the most expensive). Maybe it’s the lowest possible monthly price (coming, of course, with a long list of addendums, conditions, nickel-and-dime fees, etc.)

While that may be true for some, and it may be profitable for many, the reality is that all of those services features listed above? They’re fluff. Incidental. Superfluous.

All that really matters, in the end, is whether IT – specifically, the role it plays in your practice’s daily work environment – actually contributes to your success.

The question is – does it?

How Do You Measure Success?

Success can be difficult for healthcare organizations to define because it can mean so many different things. Is success…

  • An increase in patient satisfaction?
  • Greater financial solvency as an organization?
  • Lowered risk of non-compliance?
  • All of the above? Or something else?

What’s the secret to determining success? It’s a matter of setting goals and benchmarks for yourself. The definition of success likely changes from one healthcare organization to the next, and so it should – both in terms of the type of services offered, and the need for specific benchmarks of excellence, in order to excel, practices need to be exact in their goals for growth and improvement.

How Does IT Play A Role In Healthcare Success?

In a nutshell, if an IT company is going to be a factor in the success of a healthcare client, then they need to be an active part of it. They need to be aware of the organization’s goals, develop a plan for how changes to and maintenance of their IT will contribute to their efforts, and regularly reevaluate to improve the entire process based on gathered data.

Does that sound too good to be true? Allow us to introduce the Client Success Manager.

What Does The Client Success Manager Do?

Put simply, it’s right there in their title – they help to manage the client’s success. But how do they do it?

  1. Point Of Contact
    First and foremost, the Client Success Manager acts as the liaison between the client and the IT company. From the very first meeting, the Client Success Manager is there to get to know the client’s organization, understand their needs, determine how IT plays a role in their work, and aid in the delivery of IT services to support them.When the client needs something, whether it’s to address an issue or simply discuss the potential for a new service or solution and requires keen insight into this intersection of business and IT, they call their Client Success Manager.

    While they’re not a Help Desk Agent, or a Technician, or a Virtual Chief Information Officer, the Client Success Manager plays a key role in how the client interacts with their IT company, and how they achieve success through the use of IT.

  2. Regular and Detailed Planning
    Remember when we considered how to define success for a given healthcare organization?That’s one of the key parts of the Quarterly Business Review meetings conducted by the Client Success Manager with the healthcare client. Four times each year, they meet to discuss where the client is currently, where they would like to be after the next three months, and how their IT can aid them in that effort.

    By getting everyone on the same page – both in the client’s organization and in the IT company – the Client Success Manager can more confidently ensure that a cooperative, effective effort is put forth to help reach the client’s goals.


  3. Careful Tracking Of Progress and Results
    But what happens during those three months, in between each Quarterly Business Review? What keeps the Client Success Manager from holding those meetings just as a formality? How does the Client Success Manager ensure progress toward the client’s success?By tracking the progress carefully for regular review. And while some may just rely on a notebook to write down goals, and take an occasional note here and there to see how progress is being made, there are undoubtedly better ways to go about it.

    Case in point: BrightGuage. This solution helps users to track business data in terms of how they relate to explicitly defined goals and develop Key Performance Indicator reports automatically. With BrightGuage, the Client Success Manager can employ real stats and hard facts in their Quarterly Business Review to show the client the role that IT has played in their success.

Where Can You Find A Client Success Manager?

You may be thinking, a Client Success Manager sounds great and all, but it’s not necessarily a regular offering from the IT companies you’re familiar with – yet. GDS is proud to offer a range of IT services and solutions, including a Client Success Manager to ensure you know what your goals are, and that we help you meet them.

Like this article? Check out Top User-Rated EMR Archiving Solutions (Ratings/Reviews), Running GE, Allscripts or ECW? (Insight/Expert Advice), or Accessing Legacy Patient Records With Epic EMR to learn more.

GDS works with Local Hospitals, Covered Entities and Business Associates Across the United States.

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