We are looking for a Customer Success Specialist to join our Customer Success Management division. Your job will be to manage customer issues by engaging the proper support team or resource that can lead to resolution as well as to build and manage effective relationships with our smaller independent medical practice customers. You will be responsible for ensuring the complete post-sale success and satisfaction of a portfolio of athenahealth customers through establishing yourself as a trusted advisor and business partner. But enough about us; let’s talk about you.

You have healthcare industry market knowledge. You excel at communicating effectively and ensuring accountability for yourself and your team. Your interpersonal savvy helps you develop and maintain relationships both within and outside of our organization. You are self-driven, results-oriented, and an empathic communicator.

The Team: The Customer Success Management Organization is focused on helping clients derive the full value of their athena services. We build and manage relationships with customers across a network-enabled service, communicating the value of our services in the context of customers’ business goals with the objective of fostering high performing, satisfied customers. We identify at-risk clients proactively and collaborate across product and operational lines as we tenaciously pursue solutions and advocate for our clients.

Job Responsibilities

Primary ownership and accountability for customer satisfaction and retention within assigned accounts
Build and maintain effective relationships even when faced with challenging partnerships
Act as a liaison for athena support teams, through effective project management, driving progress toward a resolution for short- and long-term issues
Leverage subject matter experts to address customer performance, satisfaction, or risk in their portfolio of clients
Coach customers to ensure they are leveraging all available athenahealth best practices and resources including customer support, training, and our client community
Identify and evaluate early indicators of attrition risk and use personal judgement to assess client attrition risk then engage appropriate internal resources to mitigate
Support ad hoc projects as needed with tier wide impact (e.g., dormant accounts, term period, pilots etc.)

Typical Qualifications

2-3 years of professional experience or equivalent combination of experience and education
Proven ability to influence both customers and internal stakeholders
Knowledge of Microsoft Office tools, and CRM resources (e.g., Salesforce, Gainsight, etc)
Proven ability to manage and prioritize multiple projects while paying strict attention to detail
Comfortable working in ambiguous settings with little direction
Demonstrates critical thinking skills to understand business issues relevant to the client and raises to appropriate levels
Excellent verbal and written communication skills and use of discovery questions
Ability to manage multiple, simultaneous client interactions
Exceptional customer service and teamwork skills are essential

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

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

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

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

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.