Senior Customer Success Associate, Group - athenahealth, Inc. : Job Details

Join us as we work to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.

The Opportunity:

The Customer Success Organization is focused on helping athena's medium sized customers derive the full value of their athena products and services. We build and manage effective relationships with customers owners, executives, operational and physician leadership stakeholders, communicating the value of our services in the context of customers' business goals with the goal of retaining high performing, satisfied customers. We identify risks to customer satisfaction proactively and collaborate across the entire Customer Success organization to tenaciously pursue solutions and advocate for our customers. The Senior Customer Success Manager is charged with ensuring that both the customer and athena performs all the duties and responsibilities under each party's purview in athena's unique co-sourcing model.

Position Summary:As a Customer Success Manager you will be responsible for ensuring the complete post-sale success and satisfaction of your assigned $1-5M+ book of athenahealth customers through establishing yourself as a trusted advisor and business partner. The Customer Success Manager is engaged throughout the customer's athenahealth journey, focused on value maximization, building and managing effective relationships that promote growth, loyalty and thus retention. The Customer Success Manager works closely with customer exceutives and decision makers to understand their business model, current challenges and goals and leverages network insights that drives optimal financial and operational performance. The Customer Success Manager mitigates risks and proactively identifies and communicates how athena's features add value to a their business for growth, achieving priorities and resolving pain points.

Responsibilities may include, but are not limited to:

70% Develop and maintain a strong relationship with customer's operational leadership

• Ultimate responsibility and accountability for customer satisfaction and revenue retention within assigned book of accounts
• Tailor a success plan for each customer that aligns with their business goals and coordinate appropriate internal domain experts for delivery including partnering with training, consulting, and support teams to ensure the customer is successful
• Effectively network and build trusting relationships with customer operational leadership including conducting a regular cadence of performance reviews
• Use network specialty specific benchmarks and insights to identify opportunities and recommend appropriate configuration and workflow best practices
• Proactively anticipate and identify risks, opportunities, and impact on customer satisfaction and retention and initiate appropriate mitigations.
• Maintain day-to-day relationships with assigned customer(s) by collecting and clarifying information with all impacted parties, communicating project or program plans and progress, and responding to customer questions and requests.
• Maintain a comprehensive understanding of shifting business challenges faced by customers and common objectives and appropriately map those to the value proposition of their purchased athenahealth functionality to address their needs
• Ensure ongoing adoption of a customer's existing athenahealth products
• Raise opportunities for growth to the account's Account Executive
• Maintain an understanding of and ability to discuss changes in the healthcare industry and marketplace
• Provide transparency into the Product Roadmap and the Voice of the Customer process and support an accurate impact assessment and setting expectations with customer leadership including having difficult conversations when functionality is not on the product roadmap
• Partner with customer leadership to ensure overall success of all customer selected quality programs

30% Drive Initiatives and Mitigate Risk & Issue Management

• Coach customers to ensure they are utilizing all available athenahealth resources including customer support, training, and the customer community including monitoring trends in issues and recommending internal resources to improve the root cause
• Apply project management and cross-departmental influence working with the customer and athena teams to establish priorities and drive resolution for escalated customer issues coordinating internal and external teams as necessary and documenting appropriately
• Assess and prioritize issues that may lead to customer dissatisfaction leveraging internal domain expertise to ensure a strong mitigation plan is in place

Education, Experience, & Skills Required:

• Bachelor's Degree preferred
• 3--5 years of professional experience including working knowledge of healthcare revenue cycle and/or EMR in a sales, services, or operations role
• Executive-level communication and interpersonal skills, with the ability to effectively navigate and mediate conflict and foster honest dialogue

Behaviors & Abilities Required:

• Ability to work independently as well as part of an extended, cross-functional team
• Manage customer relationship ensuring expectations and deliverables are documented and met, key stakeholders are informed and customer satisfaction is achieved
• Self-driven, results-oriented with a positive outlook
• Proactively manage issues and communications
• Ability to identify work prioritization and guide others
• Take initiative with little to no direction
• Be transparent and honest in a positive, professional and polite manner
• Conflict Resolution Skills
• Empathic communicator with a consultative approach, able to see things from other person's point of view
• Skilled at driving to success regardless of individual level of subject matter expertise.
• Ability to travel as needed, typically 20%

About athenahealth

Here's our vision: To create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all. 

What's unique about our locations? From an historic, 19th century arsenal to a converted, landmark power plant, all of athenahealth's offices were carefully chosen to represent our innovative spirit and promote the most positive and productive work environment for our teams. Our 10 offices across the United States and India — plus numerous remote employees — all work to modernize the healthcare experience, together. Our company culture might be our best feature. We don't take ourselves too seriously. But our work? That's another story. athenahealth develops and implements products and services that support US healthcare: It's our chance to create healthier futures for ourselves, for our family and friends, for everyone.

Our vibrant and talented employees — or athenistas, as we call ourselves — spark the innovation and passion needed to accomplish our goal. We continue to expand our workforce with amazing people who bring diverse backgrounds, experiences, and perspectives at every level, and foster an environment where every athenista feels comfortable bringing their best selves to work.

Our size makes a difference, too: We are small enough that your individual contributions will stand out — but large enough to grow your career with our resources and established business stability. Giving back is integral to our culture. Our athenaGives platform strives to support food security, expand access to high-quality healthcare for all, and support STEM education to develop providers and technologists who will provide access to high-quality healthcare for all in the future. As part of the evolution of athenahealth's Corporate Social Responsibility (CSR) program, we've selected nonprofit partners that align with our purpose and let us foster long-term partnerships for charitable giving, employee volunteerism, insight sharing, collaboration, and cross-team engagement.  

What can we do for you? Along with health and financial benefits, athenistas enjoy perks specific to each location, including commuter support, employee assistance programs, tuition assistance, employee resource groups, and collaborative workspaces — some offices even welcome dogs.

In addition to our traditional benefits and perks, we sponsor events throughout the year, including book clubs, external speakers, and hackathons. And we provide athenistas with a company culture based on learning, the support of an engaged team, and an inclusive environment where all employees are valued.

We also encourage a better work-life balance for athenistas with our flexibility. While we know in-office collaboration is critical to our vision, we recognize that not all work needs to be done within an office environment, full-time. With consistent communication and digital collaboration tools, athenahealth enables employees to find a balance that feels fulfilling and productive for each individual situation.

athenahealth is committed to a policy of equal employment opportunity—that's why we recruit and hire applicants without regard to race, color, religion, sex (including pregnancy), national origin, disability, age, sexual orientation, veteran status, genetic information, gender identity, gender expression, or any other factor prohibited by law. We're happy to provide a reasonable accommodation, for those with a disability, to complete any part of the application process. If you are unable to access or use this online application process and need an alternative method for applying, please contact us at [email protected] for assistance.