athenahealth

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

Position Summary: The Senior Manager of Customer Success ensures success within their book of business (~$35M annual revenue), as measured by internal performance benchmarks, revenue retention, and client sentiment. The Senior Manager will deliver this success by establishing themselves and their team as trusted advisors to clients, by providing both consultative guidance to clients in service of client goals, and by serving as effective internal project managers in service of the clients’ needs. The Senior Manager will directly manage a team of individual contributors (Customer Success Managers or CS Senior Associates) and will personally manage a smaller number of strategic client accounts.

As a people leader, the Senior Manager will enable the success of their direct reports by offering coaching on their day-to-day responsibilities, supporting client needs/escalations, and facilitating professional development opportunities. The Senior Manager and their team will proactively identify risk and opportunity within their book of business, build solutions for client challenges, and take ownership for delivering resolutions to their client in partnership with cross-functional teams.

Essential Functions (Duties and Responsibilities):

40% People Leadership

• Direct the team in the performance of the prescribed service model for their respective customers. Mentor, coach and supervise the overall performance of the team and model exceptional customer success practices.
• Provide regular, actionable, clear feedback in service of improving the customer experience and team performance.
• Position each team member where they can succeed at bringing value to the customer and their peers, where they can develop new knowledge and new skills, and where they are sufficiently and appropriately challenged such that they gain valuable experience that will help them advance their careers.
• Serve as escalation point for customer issues.
• Work with other CSM leaders and cross-functional partners to ensure that we are capitalizing on collaboration opportunities across all areas of the business to deliver shared value to customers.
• Assist with scoping, interviewing, hiring, and onboarding of new team members.

40% Develop and maintain strong relationships with clients’ operational leadership

• Responsibility and accountability for customer satisfaction and revenue retention within assigned book of accounts.
• Effectively network and build trusting relationships with customer operational leadership including personally conducting or coaching team to conduct a regular cadence of performance reviews.
• 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.
• Grow advocacy among our customer base by proactively identifying risks, opportunities, and impact on customer satisfaction and retention and initiating appropriate steps to mitigate risk or recognize opportunity.
• Maintain day-to-day relationships with personally 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.
• Partner with customer leadership to ensure overall success of all customer selected quality programs
• Build and maintain customer-facing credibility
• Maintain an understanding of and ability to discuss changes in the healthcare industry and marketplace.
• Use network specialty specific benchmarks and insights to identify opportunities and recommend appropriate configuration and workflow best practices.
• Maintain a comprehensive understanding of shifting business challenges faced by customers and common objectives to appropriately map athenahealth functionality and associated business benefits to address their needs.
• Advocate for book of business
• Understand and represent customer priorities to the Voice of Customer function, acting as a customer advocate where appropriate.
• 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.
• Organize and manage complex initiatives across athenahealth and customer teams to optimize performance and use of athenahealth solutions.
• Grow athena’s footprint among our clients by ensuring ongoing adoption of a customer’s existing athenahealth products and raising growth opportunities to the account’s Account Executive.

20% Mitigate risk and manage escalations

• Use effective executive communication to advocate at athena for necessary changes or resources to improve customers’ experience.
• Apply project management and cross-departmental influence working with the customer and athena teams to establish priorities and drive resolution for escalated customer issues.
• Coach customers to ensure they are utilizing 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.
• Assess and prioritize issues that may lead to customer dissatisfaction and leverage internal domain expertise to build a strong mitigation plan.

Education & Experience Required:

• Bachelor’s Degree preferred
• 6-12 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
• A demonstrated history of accomplishment in a leadership capacity or successful change management

Knowledge & Skills:

• Excellent communication skills and effective relationship building with a broad base of internal and external constituents.
• Familiarity with project management tactics, and an ability to drive action and identify solutions in the face of ambiguous problems.
• A genuine curiosity to understand customers, their challenges, and how we can support their success.
• Subject matter expertise and ability to guide team in navigating athena and provide best practices to customers.
• Ability to independently negotiate mutually beneficial outcomes for customers and athena.
• Demonstrated ability to lead and influence others to achieve desired results.
• Comfort providing honest, empathetic, and effective feedback and coaching to their team.
• Self-driven, results-oriented, and a strong problem solver
• Ability to prioritize and ensure completion of numerous detail-intensive and time-sensitive projects on behalf of themselves and their team.
• Ability to travel as needed, typically up to 20%.

For candidates located in California, Colorado, Hawaii, Jersey City (NJ), New York City, Westchester County (NY), and Washington, please visit the following link for pay range information:

California: https://www.athenahealth.com/salary-range/ca-nontech-sr-manager

Colorado: https://www.athenahealth.com/salary-range/co-nontech-sr-manager

Hawaii: https://www.athenahealth.com/salary-range/hi-nontech-sr-manager

New Jersey: https://www.athenahealth.com/salary-range/nj-nontech-sr-manager

New York: https://www.athenahealth.com/salary-range/ny-nontech-sr-manager

Washington: https://www.athenahealth.com/salary-range/wa-nontech-sr-manager

About athenahealth

Our vision: In an industry that becomes more complex by the day, we stand for simplicity. We offer IT solutions and expert services that eliminate the daily hurdles preventing healthcare providers from focusing entirely on their patients — powered by our vision to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.

Our company culture: Our talented employees — or athenistas, as we call ourselves — spark the innovation and passion needed to accomplish our vision. We are a diverse group of dreamers and do-ers with unique knowledge, expertise, backgrounds, and perspectives. We unite as mission-driven problem-solvers with a deep desire to achieve our vision and make our time here count. Our award-winning culture is built around shared values of inclusiveness, accountability, and support.

Our DEI commitment: Our vision of accessible, high-quality, and sustainable healthcare for all requires addressing the inequities that stand in the way. That's one reason we prioritize diversity, equity, and inclusion in every aspect of our business, from attracting and sustaining a diverse workforce to maintaining an inclusive environment for athenistas, our partners, customers and the communities where we work and serve.

What we can 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.

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.

In addition to our traditional benefits and perks, we sponsor events throughout the year, including book clubs, external speakers, and hackathons. 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.

Learn more about our culture and benefits here: athenahealth.com/careers

https://www.athenahealth.com/careers/equal-opportunity