The Customer Success Organization is focused on helping athena’s customers derive the full value of their athena products and services. We build and manage effective relationships with practice owners, executives, providers, billers and other customer stakeholders, communicating the value of our services in the context of customers’ business goals with the goal of retaining and growing our customers. We identify risks to customer satisfaction proactively and collaborate across the entire athena organization and ecosystem to tenaciously pursue solutions and advocate for our customers. The Senior Customer Success Associate 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 (CSM) you will be responsible for ensuring the complete post-sale success and satisfaction of your assigned book of athenahealth customers. You will have ultimate responsibility for customer satisfaction, optimization, revenue retention, and growth within your assigned book of accounts.

Responsibilities may include, but are not limited to:

60% - Proactively coach, advise and enable customers to achieve optimal performance on the athena platform

Create a shared, proactive success plan and strategy for each customer that aligns with their business goals and individual needs

Coordinate appropriate internal domain experts to assist customers in getting the most from their investment in athena, including training, consulting, product, and support teams

Effectively network and build trusting relationships with customer operational leadership including conducting a regular cadence of performance reviews

Build and cultivate strong C-level and decision-maker relationships to ensure alignment with organizational goals and shared initiatives for improvement

Use and monitor specialty-specific network benchmarks and insights to identify opportunities for improvement and recommend appropriate configuration and workflow best practices

Maintain regular call and communication cadences with assigned customer(s) to ensure progress to goals and responsiveness to client needs, projects, plans, 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 and readiness for new features and enhancements as part of athena’s release schedule

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, identifying and facilitating opportunities for customers to improve their efficiency or effectiveness by leveraging new or planned enhancement, and to participate in shaping the future of our platform to better meet their needs

Partner with customer leadership to ensure overall success of all customer selected quality and VBC programs

40% - Drive outstanding customer experiences through speedy issue resolution and a pervasive customer obsession mentality

Curate positive experiences as your assigned customers interact with the various functions and departments within athena, acting as the customer’s advocate and champion

Deliver extremely high responsiveness and conscientious follow-through on client needs and requests

Assess and prioritize issues that may lead to customer dissatisfaction, leveraging your own expertise as well as internal experts to mitigation issues

Proactively anticipate and identify risks, opportunities, and impact on customer satisfaction and retention and initiate appropriate mitigations.

Connect customers to available athenahealth resources including customer support, training, advisory services, product leadership, and the customer community

Apply project management and cross-departmental influence working with the customer and athena teams to track progress and drive resolution for escalated customer issues, coordinating internal and external teams as necessary and documenting appropriately

Education, Experience, & Skills Required:

Bachelor’s degree required

3--5 years of professional experience including working knowledge of healthcare revenue cycle and/or EMR in a healthcare sales, services, or operations role

Direct experience or familiarity with revenue cycle management at a healthcare-related practice or company a strong plus

Familiarity or experience working in an established medical specialty, such as pediatrics, family medicine, women’s health, community health, orthopedics, or behavioral health a strong plus

Executive-level communication and interpersonal skills, with the ability to effectively navigate and mediate conflict and foster honest dialogue

Behaviors & Abilities Required:

Stellar customer relationship skills and high emotional intelligence

Self-driven and results-oriented with a positive and constructive outlook

Ability to successfully negotiate difficult conversations

Strong customer service mindset

Ability to efficiently manage and prioritize work across multiple accounts

Ability to take initiative with little to no direction

Proactive and high energy work style

Conflict resolution skills

Empathic communicator with a consultative approach, able to see things from other person's point of view

Very strong problem-solving ability and ownership, regardless of subject matter

Ability to travel as needed, typically 20% or less

Ability to work independently as well as part of an extended, cross-functional team

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-associate

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

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

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

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