• Help translate tech and data into value and policy: Support the customers in using Zencity to power their work with community voices- help them use the product and data, understand its applicability, and drive change. • Manage a portfolio of 30-50 midmarket accounts, driving adoption, value realization, and satisfaction across the customer lifecycle. • Build relationships with key stakeholders: Engage with City Managers, Assistant City Managers, Department Heads, and operational champions to understand their priorities and align Zencity’s value. • Execute structured success plans: Develop and maintain adoption playbooks for each account, tracking progress against clear milestones (onboarding completion, feature adoption, stakeholder expansion). • Deliver value through proactive outreach: Conduct regular check-ins, usage reviews, and business reviews. • Don’t wait for customers to come to you. Partner with Account Managers: Provide adoption insights and customer health data to support renewal conversations and identify upsell/cross-sell opportunities. • Monitor and act on risk signals: Use health scores, usage data, and engagement patterns to identify at-risk accounts and intervene early. • Drive product expertise: Become a Zencity product expert and help customers unlock value across the full platform. • Contribute to CS processes: Help build and refine playbooks, templates, and best practices that scale the midmarket motion.

• Lead, manage and develop a high-performing team, fostering a culture of customer-centricity, accountability, and continuous improvement while remaining actively engaged in execution • Own customer optimization including the implementation of new workflows, guiding teams through workflow discovery, solution design, and change management, and stepping in directly to ensure successful delivery and measurable impact at go-live • Drive a strong focus on customer outcomes, product adoption, and overall experience, aligning team efforts to achieve departmental and organizational goals • Partner with customers to prioritize, design, and optimize workflows, balancing strategic oversight with hands-on involvement to improve both new and existing processes • Build and maintain trusted relationships with customer stakeholders, serving as a product subject matter expert internally and externally and ensuring long-term success and ROI • Monitor product usage and performance data, proactively engaging customers and teams to deepen adoption, validate outcomes, and address gaps in real time • Design, scale, and execute training and enablement programs for both customers and internal teams, ensuring consistent adoption of product features and evolving workflows • Establish and continuously improve scalable implementation, training, and support processes, including documentation and collateral, to drive consistency and efficiency • Ensure customer success excellence by enforcing best practices, clarifying complex issues, and coordinating cross-functional resources to accelerate resolution • Own account program plans, driving prioritization, alignment, and accountability while actively removing barriers to keep initiatives on track • Lead and deliver regular business reviews with customer champions and executive stakeholders, highlighting value, tracking progress against success metrics, and identifying opportunities to expand impact • Act as a cross-functional leader by translating customer insights into action—partnering with Product to refine the iQueue for Inpatient Flow suite and collaborating with Marketing to build scalable case study programs • Champion customer feedback loops and community engagement, helping to influence roadmap decisions, elevate best practices, and share customer success at scale

With a career at The Home Depot, you can be yourself and also be part of something bigger. Position Purpose:The Manager, Web Analytics will lead the team responsible for digital insight generation and analysis in support of HomeDepot.com marketing, merchandising, operations, and other cross-functional groups. The incumbent will lead a team working to leverage a combination of Adobe SiteCatalyst, Discover, Foresee Results, and SQL-based data to generate insights and recommendations designed to spur the business forward. The Manager, Web Analytics will work with business partners to prioritize and execute against reporting enhancements and analytical projects required to deliver business results. In addition, this role will work extensively in partnership with the product management team, engineering and key vendors to determine short-term and long-term needs for tools that support evolving analytics and reporting needs. Key Responsibilities: - 20% Responsible for presenting analysis and test results and resulting recommendations to peers and senior management. Leverage data to assist in defining site enhancement requirements and be able to present a compelling business case for securing those investments - 20% Lead conversion planning and forecasting on a weekly, monthly, seasonal, and annual level. Lead ongoing ad hoc analysis of critical business issues that impact site performance; translate analysis into executable recommendations. - 10% Draw reasonable and actionable conclusions from analytic summaries and recommend changes to existing policies and processes based on analytic conclusions and understanding of business requirements and drivers. Support recommendations with clear business case that demonstrates bottom-line value. - 10% Collaborate with peers to ensure consistency of information, methodologies and reports. Share best practices and develop systems knowledge to deliver new reports and enhance existing reports to meet needs. - 10% Prioritize and manage execution of requests for report enhancements and analysis from business partners. Establish and evangelize improved data-driven views of site performance. - 10% Share leadership for the teams responsible for web analytics (reporting and analysis) and, over-time, structured site (A/B, MVT) testing - 10% Manage web analytic project prioritization based on business needs. Maintain and prioritize a list of enhancements requested for all measurement technology in place at Home Depot online - 10% Communicate opportunities to drive financial goals cross-functionally by making suggestions that support site-wide objectives Direct Manager/Direct Reports: - This position reports to the Director Marketing. - This position has 1 direct report. Travel Requirements: - Typically requires overnight travel less than 10% of the time. Physical Requirements: - Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles. Working Conditions: - Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable. Minimum Qualifications: - Must be eighteen years of age or older. - Must be legally permitted to work in the United States. Preferred Qualifications: - Master's degree preferred - Working knowledge of Microsoft Office Suite - Working knowledge of presentation software (e.g., Microsoft PowerPoint) - Working knowledge of analytical/statistics software (e.g., SPSS, SAS, R, Stata) - Demonstrated ability to collaborate and work effectively with cross-functional teams - Excellent written and verbal communication skills Minimum Education: - The knowledge, skills and abilities typically acquired through the completion of a bachelor's degree program or equivalent degree in a field of study related to the job. Preferred Education: - No additional education Minimum Years of Work Experience: - 5 Preferred Years of Work Experience: - No additional years of experience Minimum Leadership Experience: - None Preferred Leadership Experience: - None Certifications: - None Competencies: - Action Oriented - Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm - Business Insights - Applying knowledge of business and the marketplace to advance the organization's goals - Communicates Effectively - Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences - Decision Quality - Making good and timely decisions that keep the organization moving forward - Resourcefulness - Securing and deploying resources effectively and efficiently - Tech Savvy - Anticipating and adopting innovations in business-building digital and technology applications. For California, Colorado, Connecticut, Rhode Island, Nevada, New York City, Ithaca (NY), Westchester County (NY), and Washington residents: The pay range for this position is between $98,000 - $115,000

Team Leadership & Development - Lead, coach, and develop a team of Client Success Managers, fostering a culture of accountability, collaboration, and continuous improvement. - Set clear performance expectations, conduct regular one-on-ones, and deliver meaningful performance reviews and development plans. - Recruit, onboard, and retain top talent to build a best-in-class client success function. Client Retention & Growth - Own team-level retention, renewal, and expansion metrics across the assigned client portfolio. - Serve as an executive escalation point for complex or at-risk client situations, driving swift and effective resolution. - Partner with Sales to identify upsell and cross-sell opportunities within existing accounts. Client Lifecycle Management - Oversee the full client lifecycle — from onboarding through renewal and expansion — ensuring a seamless and high-quality client journey. - Develop and implement scalable client success playbooks, processes, and best practices that drive consistency across the team. - Monitor client health scores and proactively address risks before they impact retention. Cross-Functional Partnership - Partner with Product, Implementation, and Sales to advocate for client needs and influence roadmap priorities. - Collaborate with Marketing to identify and develop client advocates, references, and case studies. - Represent the voice of the client in internal forums and strategic planning discussions. Reporting & Analytics - Track and report on team performance, client health metrics, and revenue retention to senior leadership on a regular cadence. - Leverage data and client insights to identify trends, drive decisions, and continuously improve the client experience. - Maintain accurate records in CRM and client success platforms (e.g., Salesforce, Gainsight). Qualifications Required - 7+ years of experience in Client Success, Account Management, or a related client-facing role. - 3+ years of people management experience, with a demonstrated ability to lead and develop high-performing teams. - Proven track record of achieving or exceeding retention and client satisfaction targets. - Strong analytical skills with the ability to interpret data, identify trends, and drive informed decisions. - Excellent communication, presentation, and interpersonal skills — comfortable engaging with both frontline teams and executive stakeholders. - Proficiency with CRM and client success tools (e.g., Salesforce, Gainsight, Totango, or similar). Compensation Range: $113,254-$164,785 Compensation for this job is subject to market conditions, geographic considerations, the candidate’s unique skills and experience, state and local laws, and budget. Our commitment to pay transparency is a testament to our dedication to creating a fair, equitable, and inclusive workplace. By continuously analyzing market trends, staying abreast of changes in state laws, and making budgetary adjustments accordingly, we strive to ensure that our compensation practices reflect the value we place on our associates’ unique contributions and support their professional growth. Enhancing Lives and Building Careers Veradigm believes in empowering our associates with the tools and flexibility to bring the best version of themselves to work and to further their professional development. Together, we are In the Network. Interested in learning more? Take a look at our Culture, Benefits, Early Talent Program, and Additional Openings. We strongly advocate that our associates receive all CDC recommended vaccinations in prevention of COVID-19. Visa Sponsorship is not offered for this position. At Veradigm, our greatest strength comes from bringing together talented people with diverse perspectives to support the needs of healthcare providers, life science companies, health plans, and the patients they serve. The Veradigm Network is a dynamic, open community of solutions, external partners, and cutting-edge artificial intelligence technologies that provide advanced insights, technology, and data-driven solutions. Veradigm offers a comprehensive compensation and benefits package, including holidays, vacation, medical, dental, and vision insurance, company paid life insurance and retirement savings. Veradigm’s policy is to provide equal employment opportunity and affirmative action in all of its employment practices without regard to race, color, religion, sex, national origin, ancestry, marital status, protected veteran status, age, individuals with disabilities, sexual orientation or gender identity or expression or any other legally protected category. Applicants for North American based positions with Veradigm must be legally authorized to work in the United States or Canada. Verification of employment eligibility will be required as a condition of hire. Veradigm is proud to be an equal opportunity workplace dedicated to pursuing and hiring a diverse and inclusive workforce. From a "VEVRAA Federal Contractor" We request Priority Referral of Protected Veterans This is an official Veradigm Job posting. To avoid identity theft, please only consider applying to jobs posted on our official corporate site. Thank you for reviewing this Veradigm opportunity. Does this look like a great match for your skill set? If so, scroll on down and tell us more about yourself!