About the Position
Clinical Architecture is seeking a Client Success Manager in the Indianapolis, IN area to create a positive experience for our clients as they integrate our software products. The primary objective of this role is to gain an in-depth understanding of our clients’ business needs and collaborate to ensure those needs are met through on-boarding, software implementation, and training. This position will challenge you to learn about our software and its capabilities and assist our clients with their initiatives. We strive to build long-term relationships with our clients, and we want to respond to their needs as our partnerships grow.

• This role is based on-site at our Carmel, IN Headquarters, five days a week. While we are an in-office organization, we do our best to offer flexibility when needed, ensuring both work-life balance and uninterrupted business operations.
• Applicants must be authorized to work in the U.S. without sponsorship.  
• Providing false information on application questions may result in automatic dismissal of your application. Please answer questions truthfully and to the best of your ability.

Responsibilities

• Provide a positive client experience by delivering great service and engaging with clients throughout our business relationship.
• Ability to understand clients’ needs and use all available resources to identify options and recommend alternatives.
• Collaborate closely with the Sales team to support renewals and identify expansion opportunities.
• Must maintain a working knowledge of assigned clients, our software, and be able to respond to inquiries efficiently and accurately.
• Effectively demo our software capabilities including addressing use-cases, implementing best practices, and identifying system integration opportunities.

Qualifications

• 4+ years of proven customer relationship management experience is required.
• Proven ability to translate between IT and Business stakeholders to ensure goals are achieved is required.
• 3+ years of experience in federal contracting and / or account management is preferred.
• 3+ years experience in healthcare technology and / or healthcare terminology (e.g., SNOMED, LOINC, CPT, ICD-10-CM) is preferred.
• Experience in related fields (e.g., Business, Informatics, Public Health, Healthcare Policy & Administration) is preferred.
• Proficiency with MS Word, MS Excel, MS PowerPoint, and familiarity with Hubspot is preferred.
• Previous project management, project coordination, or project administration experience is preferred.
• Good communication is essential, both verbally and via email.
• Highly motivated to learn new skills.
• Ability to multi-task, prioritize, and manage time effectively.

About The Position

Clinical Architecture is seeking a Vice President of Client Services to join our team in the Indianapolis, IN area. The Vice President, Client Services is a senior leader responsible for delivering exceptional client outcomes while building a high performing, engaged, and continuously developing team.

This role owns the full post-sale client experience and will lead the departments accountable for client implementations, operations, success (account management) and professional services. The Vice President, Client Services will maintain a scalable services organization, ensuring strong operational rigor, and partner cross-functionally to ensure products meet client expectations and are successfully adopted.

• This role is required to be on site at our Carmel, IN Headquarters. Clinical Architecture offers ample flexibility to accommodate a healthy work-life balance.
• Applicants must be authorized to work in the U.S. without sponsorship.
• Providing false information on application questions may result in automatic dismissal of your application. Please answer questions truthfully and to the best of your ability.

Responsibilities

Customer Outcomes at Scale

• Own end-to-end client outcomes across the post-sale life cycle, from implementation to expansion.
• Ensure clients achieve predictable time-to-value, strong adoption, platform stability, and long-term success.
• Serve as the executive escalation point for critical client issues and relationships.

Core Leadership + Team Development Requirements

• Lead, mentor, and scale our high-performing Client Services team composed of:
  • Client Operations
  • Client Success
  • Implementation Architecture
  • Professional Services
• Build a high-performing leadership bench and foster a culture of accountability, ownership, and continuous improvement.
• Design clear roles, career paths, and operating expectations as our organization scales.
• Promote a culture of continuous learning and knowledge sharing across the team.
• Ensure appropriate resource allocation and workload balancing to prevent burnout and maintain performance.

Cross-Functional Partnership

• Partner with Product Management, Product Engineering, and Product Quality to ensure product releases can be adopted seamlessly by clients.
• Establish feedback loops from clients and the field into product strategy and prioritization.

Operating Rigor + Scalability

• Define and own Client Services' KPIs and OKRs, ensuring progress is visible and measurable.
• Design scalable processes and tools that support growth without sacrificing quality.
• Balance standardization with flexibility across client segments and use cases.

What Success Looks Like

• Clients experience consistent, high-quality implementations, and ongoing support.
• Product releases are deployed on-time and with minimal disruptions.
• Client Services KPIs are clearly defined, tracked, and improving quarter over quarter.
• The services organization scales sustainably, without reliance on heroics.

Leadership and Mindset

• A systems thinker who enjoys building structures where it doesn’t yet exist.
• Comfortable holding leaders accountable while building trust and alignment.
• Energized by growth, ambiguity, and the challenge of scale.
• Strong executive presence with the ability to influence across functions.
• A value-driven leader who models ownership, transparency, and collaboration.

Qualifications

• Minimum of 10 years of experience leading client services, customer success, professional services, or similar teams.
• Minimum of 5 years managing Directors and/or large teams.
• Proven success scaling services in high-growth, enterprise SaaS or complex B2B environments.
• Experience partnering deeply with Product and Engineering teams.
• Experience supporting or scaling international customers and services operations is a strong plus.
• Healthcare or regulated industry experience is strongly preferred.

About the Position 

Clinical Architecture is seeking a Client Service Analyst to join our team in the Indianapolis, IN area. The Client Service Analyst engages with clients to provide support and enhance the client experience. This role will challenge you to learn our software and its capabilities to assist our clients with their initiatives. We prioritize building long-term relationships with our clients, striving to exceed their expectations. 

• This role is based on-site at our Carmel, IN Headquarters, five days a week. While we are an in-office organization, we do our best to offer flexibility when needed, ensuring both work-life balance and uninterrupted business operations.
• Applicants must be authorized to work in the U.S. without sponsorship.  
• Providing false information on application questions may result in automatic dismissal of your application. Please answer questions truthfully and to the best of your ability.

Responsibilities 

• Collaborate with the Client Success Manager to ensure client satisfaction. 
• Become a product expert with the support of our internal teams. 
• Educate clients on product features and enhancements using virtual technology. 
• Analyze the current configuration of Clinical Architecture products as it relates to the ongoing business needs of clients and stakeholders. 
• Identify areas for improvement and propose solutions to optimize software performance and the client’s return on their software investment. 
• Proactively seek opportunities to broaden client knowledge of best practices and their application to customer implementations. 
• Document and share client utilization and product performance with internal team members to enhance overall product, services, and sales performance. 
• Translate client needs into actionable items. 
• Efficiently and accurately respond to inquiries, both written and verbal. 
• Collaborate with internal teams to troubleshoot issues and test software enhancements. 

Qualifications 

• Bachelor’s Degree preferred, High school diploma or equivalent required. 
• Minimum 4+ years experience in SaaS, software support, or client success required. 
• Previous software, data analysis, analytics, and / or informatics experience is required.
• Healthcare / Healthcare Terminology knowledge or experience is advantageous.  
• Strong communication skills, both written and verbal. 
• Commitment to continuous learning.