What are the responsibilities and job description for the Epic Community Connect Client Success Manager position at Xtensys?
Who We Are
Xtensys, a recently established managed service provider, delivers cutting-edge technology to health systems, starting in NY and expanding beyond. Owned by two industry leaders focused on innovation in rural and community health, we are rapidly growing with several major initiatives underway. We are seeking an experienced Epic Community Connect Client Success Manager, to join our team of 500 and support our exciting journey. We value people and we’re building a culture to match. If you are a collaborative, innovative, and strategic leader, we’d love to talk.
Job Summary
The Epic Community Connect Client Success Manager serves as the primary liaison for assigned healthcare clients, ensuring successful adoption of Xtensys products, services, and initiatives. This role supports strategic initiatives, fosters long-term client relationships, and drives operational and clinical improvements through effective use of Epic systems and other Xtensys offerings.
Key Responsibilities
Xtensys, a recently established managed service provider, delivers cutting-edge technology to health systems, starting in NY and expanding beyond. Owned by two industry leaders focused on innovation in rural and community health, we are rapidly growing with several major initiatives underway. We are seeking an experienced Epic Community Connect Client Success Manager, to join our team of 500 and support our exciting journey. We value people and we’re building a culture to match. If you are a collaborative, innovative, and strategic leader, we’d love to talk.
Job Summary
The Epic Community Connect Client Success Manager serves as the primary liaison for assigned healthcare clients, ensuring successful adoption of Xtensys products, services, and initiatives. This role supports strategic initiatives, fosters long-term client relationships, and drives operational and clinical improvements through effective use of Epic systems and other Xtensys offerings.
Key Responsibilities
- Serves as the primary point of contact for assigned healthcare clients.
- Supports the application division’s leadership team for various initiatives.
- Support client retention and long-term partnership growth.
- Maintain a regular cadence of meetings with clients’ executive team.
- Provide regular updates, respond to inquiries, prioritize and escalate tickets, and address client concerns promptly. Ensuring issues are resolved and lessons learned incorporated.
- Communicate routinely on Epic upgrades, initiatives, and training opportunities.
- Gather information from other Xtensys divisions on initiatives relevant to the client.
- Ensure all Xtensys products and services meet organizational goals.
- Act as the primary escalation point for strategic initiatives.
- Build and strengthen client relationships to achieve long-term partnerships and retention.
- Assess client needs and make recommendations for improvement using Epic dashboards, reports, and executive packets.
- Perform administrative duties including agendas, PowerPoint presentations, and meeting minutes.
- Collaborate with development and internal teams to create strategic marketing plans and ensure KPIs are met.
- Develop a thorough understanding of Xtensys products, services, and technology offerings to support cross-selling efforts.
- Review and provide guidance on Epic module usage.
- Survey clients on Xtensys Connect program satisfaction and assist in development and execution of development plans.
- Update CRM with client organizational changes or updates.
- Collect strategic plans and key operational reporting from clients to analyze and predict metrics, budgets, and service needs.
- Promote effective communication and collaboration across Xtensys departments and clients.
- Identify opportunities for optimization, expansion, or additional services that align with client needs.
- Support and encourage alignment with the mission, core values, and goals of Xtensys and our clients.
- The strong ability to manage ambiguity.
- Strong interpersonal and communication skills.
- Ability to manage multiple client relationships and projects simultaneously.
- Ability to translate technical solutions into business and clinical value.
- Knowledge of Epic modules and healthcare IT workflows.
- Robust analytical skills to assess metrics, operational reports, and budget impacts.
- Proficiency in PowerPoint, CRM systems, and Microsoft Office Suite.
- Exceptional problem-solving and critical thinking abilities.
- Well-developed ability to work independently and collaboratively in a fast-paced environment.
- 3–5 years of experience in client management, healthcare operations, or IT consulting is required.
- Bachelor’s degree in healthcare administration, business, IT, or related field required.
- Experience with Epic systems strongly preferred
- Relevant certifications (e.g., Epic, project management, or healthcare IT) is a PLUS.
- 25% (travel domestically as needed)
- Sedentary work: Exerting up to 10 pounds of force occasionally in carrying, lifting, pushing, and pulling objects. Sitting most of the time, with walking and standing required only occasionally.
- You can work alongside dynamic leaders and a passionate, mission-driven team.
- You’re able to enjoy a flexible, high-impact role with major opportunities for growth.
- You’ll receive a competitive salary, benefits, and career development pathways.