Join us as we work to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.
The Customer Success Organization is focused on helping athena’s medium sized customers derive the full value of their athena products and services. We build and manage effective relationships with customers owners, executives, operational and physician leadership stakeholders, communicating the value of our services in the context of customers’ business goals with the goal of retaining high performing, satisfied customers. We identify risks to customer satisfaction proactively and collaborate across the entire Customer Success organization to tenaciously pursue solutions and advocate for our customers. The Senior Customer Success Manager 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 you will be responsible for ensuring the complete post-sale success and satisfaction of your assigned $5-7M+ book of athenahealth customers through establishing yourself as a trusted advisor and business partner. The Customer Success Manager is engaged throughout the customer’s athenahealth journey, focused on value maximization, building and managing effective relationships that promote growth, loyalty and thus retention. The Customer Success Manager works closely with customer exceutives and decision makers to understand their business model, current challenges and goals and leverages network insights that drives optimal financial and operational performance. The Customer Success Manager mitigates risks and proactively identifies and communicates how athena’s features add value to a their business for growth, achieving priorities and resolving pain points.
Responsibilities may include, but are not limited to:
70% Develop and maintain a strong relationship with customer’s operational leadership
Ultimate responsibility and accountability for customer satisfaction and revenue retention within assigned book of accounts
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 to ensure the customer is successful
Effectively network and build trusting relationships with customer operational leadership including conducting a regular cadence of performance reviews
Use network specialty specific benchmarks and insights to identify opportunities and recommend appropriate configuration and workflow best practices
Proactively anticipate and identify risks, opportunities, and impact on customer satisfaction and retention and initiate appropriate mitigations.
Maintain day-to-day relationships with 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.
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
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
Manage executive governance process in collaboration with athena and customer leadership and Account Executive
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
Partner with customer leadership to ensure overall success of all customer selected quality programs
30% Drive Initiatives and Mitigate Risk & Issue Management
Coach customers to ensure they are utilizing all 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
Apply project management and cross-departmental influence working with the customer and athena teams to establish priorities and drive resolution for escalated customer issues coordinating internal and external teams as necessary and documenting appropriately
Assess and prioritize issues that may lead to customer dissatisfaction leveraging internal domain expertise to ensure a strong mitigation plan is in place
Education, Experience, & Skills Required:
Bachelor’s Degree preferred
5 –8 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
Preferred requirements
CRM Experience (specifically, Salesforce.com and Gainsight)
Experience with and knowledge of athenaOne services Service and relationship experience with athena customers
Behaviors & Abilities Required:
Ability to work independently as well as part of an extended, cross-functional team
Manage customer relationship ensuring expectations and deliverables are documented and met, key stakeholders are informed and customer satisfaction is achieved
Ability to negotiate mutually beneficial outcomes for customers and athena
Self-driven, results-oriented with a positive outlook
Proactively manage issues and communications
Ability to identify work prioritization and guide others
Take initiative with little to no direction
Be transparent and honest in a positive, professional and polite manner
Conflict Resolution Skills
Empathic communicator with a consultative approach, able to see things from other person's point of view
Skilled at driving to success regardless of individual level of subject matter expertise.
Ability to travel as needed, typically 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-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
Washington: https://www.athenahealth.com/salary-range/wa-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.
Learn more about our culture and benefits here: athenahealth.com/careers
https://www.athenahealth.com/careers/equal-opportunity
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