The Customer Success Business Operations team delivers insights and impact across Customer Success through defining, implementing, and monitoring key performance metrics; driving operational excellence, and enabling the execution and development of the Customer Success strategy. The Strategy and Operations Manager serves as a business partner to the Customer Success and Customer Care organization and is responsible for helping translate the corporate strategy into division-specific corporate initiatives. Beginning with the onboarding process through ongoing customer management, the Strategy and Operations Manager is tasked with defining and reporting on key performance indicators (KPIs) at every stage of the customer lifecycle while designing, implementing and ensuring adoption of Customer Success process standards and best practices. This individual is comfortable analyzing and working with complex data to extract business insights that impact performance. The Strategy and Operations Manager is a key partner to their VP-level stakeholders, generating insights into customer, segment and team performance. They are responsible for participating in the annual planning and budget process, helping to define KPIs and establish team and individual goals, designing capacity model improvements and identifying cross-functional dependencies.

Essential Functions (Duties and Responsibilities):

35% Business partnership with Customer Success and Customer Care Leaders

Stakeholder management: act as a business partner to the Customer Care leadership team and executives, providing insights to help shape the strategy of the business.

Engage with CS leadership on a recurring basis to review and analyze KPI trends and performance

Develop a deep understanding of divisional priorities, goals, and focus areas to effectively partner in managing divisional performance

Regularly communicate performance trends and improvements to senior management and leadership ensuring they can talk to service-specific performance

Lead and support ad hoc projects and analyses aimed at improving operational performance and business outcomes.

Produce business reports and metrics packages on a regular basis for internal and external stakeholders (QBRs, Board Decks, Manager Communications, etc.)

Prepare business leaders to talk to service-specific performance

35% Deliver Data Analyses and Business Insights

Develop forecast models for key operational measures including case volume and capacity needs

Analyze key performance metrics to identify root cause of performance issues

Create easily consumable data visualizations that help our organization uncover insights and develop recommendations to solve key business questions and influence outcomes

Develop a deep understanding of our business reporting architecture to define metrics and design reporting to surface performance and create accountability

Manipulate and update Tableau and Salesforce dashboards to deliver insights to the business

Create executive level deliverables and present at meetings, up to and including senior executive leadership (VP/SVP/CEO)

Support strategic initiatives by leading business problem definition, hypotheses formulation, and designing and delivering performance measurement and monitoring

Ensure all programs have clear, quantifiable outcomes and measures that drive improved performance

30% Support Divisional Strategic Initiatives & the Customer Success Portion of the Corporate Cadence

Define, structure, and execute operational and strategic initiatives by developing work plans, gathering and synthesizing relevant data, leading analyses, and developing actionable recommendations

Ensure all programs have clear, quantifiable outcomes and measures that drive improved performance

Partner with finance to ensure that projects have value-realization potential by validating financial models

Estimate impact of initiatives to help drive strategic prioritization

Identify and mitigate areas of cross-functional dependencies

Clear and consistent updates to VP and C-suite level leadership

Actively participate in athenahealth’s annual planning process

Participate in Customer Success’ goal setting process including owning targets setting for key performance metrics

Education & Experience Required:

Bachelor’s degree In Business, Finance/Accounting, Strategy & Operations. MBA preferred.

4 to 5 years of experience in financial services, management consulting, corporate finance/strategy, analytical/business process improvement, or operations strategy

2+ years of strategy consulting firm experience preferred

Prior experience in or supporting a customer support organization (e.g., call centers, help desks, etc.)

Experience in managing broad transformational or complex projects involving multiple stakeholders

Familiarity and comfort using data visualization programs (Power BI, Tableau, Tableau CRM). Experience designing highly utilized, business critical dashboards/reports preferred

Experience serving as a business partner to, or regularly interacting with c-suite and executive leadership teams

Healthcare industry experience preferred, but not required

Experience working with large and complex data sets is a must

Knowledge & Skills:

Ability to influence cross functional teams and achieve cross divisional alignment

Have a strategic mind for potential areas of project risk

Results oriented, adept in conflict resolution, skilled at prioritization and change management

Able to work autonomously and be comfortable with ambiguity

Focused on delivering high quality and timely deliverables with a positive approach towards the work

Have strong written and verbal communication skills including excellent executive presence

Demonstrate excellent analytical, critical thinking and problem-solving skills

Ability to toggle between analytical details and big-picture strategic thinking

Able to effectively work in a highly-matrixed organization, handling competing priorities and connecting the dots across divisions

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.