Join us as we work to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.
CSM Associate, Affiliates Team – Enterprise Service Tier
We are looking for an Associate Customer Success Manager to join our Enterprise Service Tier within our Customer Success division. Your job will be to build and manage effective relationships with small practices that are affiliated with large healthcare organizations. You will be part of a team of Customer Success Managers responsible for ensuring the complete post-sale success and satisfaction of these customers, and within your assigned book of customers you will establish yourself as a trusted advisor and business partner for their operational leadership.
The most effective CSMs possess a mix of product and industry knowledge, an innovative problem-solving mindset, client relationship management skills, and the ability to inspire action with a strong business case. Our team-based approach offers you the opportunity to leverage and share your strengths in these areas while tapping into your colleagues to develop your skills in the other areas. We are a teaching and learning culture focused on making our customers successful. You will have assignments which stretch your capabilities and assignments that showcase your strengths. You will have teammates that support you in these assignments and learn from you with the unique skills and expertise that you bring to the team and develop from your work with your clients. This will all feed your journey to becoming a top notch athena and industry expert. Career advancement opportunities include increased responsibilities and performance at the Sr Associate level, as well as opportunities to work with other customers in the Service Tier to expand your industry and athena expertise.
The Team: The Enterprise Service Tier works with our largest customers. As an Associate on the Affiliates Team, you will work with small practices that have a close affiliation with a corporate entity, such as MDVIP, that has a direct relationship with athenahealth. The team collaborates to ensure the success of the individual member practices as well as the corporate entity.
Job Responsibilities
Ensure customer satisfaction and retention within assigned book of accounts
Partner with internal stakeholders to tailor a long-term success plan for each client that aligns with their business goals
Document client communications and activities using Gainsight client management tool
Prepare and manage regular customer performance review meetings
Help clients set up integrations, APIs and other technology offerings such as telehealth
Mitigate attrition risks by identifying product gaps and coaching customers to take advantage of all available athenahealth resources
Work with the Sales Executive to identify growth opportunities and work with sales to identify reference clients
Collaborate with the onboarding team to replicate onboardings in a standardized manner
Typical Qualifications
Bachelor’s degree preferred
2-3 years of professional experience including working knowledge of healthcare revenue cycle and/or EMR in a sales, services or implementation role.
Executive-level communication and interpersonal skills and the ability to effectively navigate conflict.
Strong working knowledge of Salesforce and Gainsight is a plus.
Ability to work independently and as a member of an extended, cross-functional team
About athenahealth
Our Vision: To create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.
Our Location: This role can be based remotely or in-office. Our Global Headquarters is located in Watertown, MA, just a few miles from Boston. We have three other US locations in Atlanta, Austin and Belfast, ME.
Our Culture: At athenahealth, our employees (or “athenistas”) are committed to making healthcare smarter. Our success is dependent on the diversity, collective spirit, and contributions of our people, clients and partners. We value teamwork and believe that the strength of our team comes from supporting each other and leveraging our specialized skills. If you are looking for a company that will enable you to work outside of your comfort zone to transform the healthcare ecosystem, athenahealth is the place for you.
Our Perks: Along with health & financial benefits, our athenistas are offered a variety of perks that promote employee wellbeing such as commuter support, collaborative workspaces and dog-friendly offices - just to name a few.
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-associate
Colorado: https://www.athenahealth.com/salary-range/co-nontech-associate
Hawaii: https://www.athenahealth.com/salary-range/hi-nontech-associate
New Jersey: https://www.athenahealth.com/salary-range/nj-nontech-associate
New York: https://www.athenahealth.com/salary-range/ny-nontech-associate
Washington: https://www.athenahealth.com/salary-range/wa-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.
Learn more about our culture and benefits here: athenahealth.com/careers
https://www.athenahealth.com/careers/equal-opportunity
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