Join us as we work to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.
The Opportunity:
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 our customers’ leadership, physicians, and operational teams, 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.
Position Summary:
As a Customer Success Manager on the Federally Qualified Health Center (FQHC) team you will be responsible for ensuring the complete post-sale success and satisfaction of your assigned $5-7M+ book of FQHC customers and for 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 leadership and operational teams to understand their goals and challenges, and leverages network insights to support financial and operational performance. The Customer Success Manager mitigates risks and proactively identifies and communicates how athenaOne adds value to their organization.
Responsibilities may include, but are not limited to:
70% Ensure customer’s operational leadership enjoy and appreciate value of athenaOne
Ensure client success using athenaOne
Hold ultimate responsibility for customer satisfaction and revenue retention
Understand client goals across financial, clinical, and quality measures, and partner with customer leadership to ensure success against these goals
Use benchmarks and insights to identify opportunities and recommend appropriate configuration and workflow best practices
Ensure ongoing adoption of a customer’s existing athenahealth products. Coach customers to ensure they use all available resources including customer support, training, and the athenaOne customer community
Raise opportunities for growth to the account’s Account Executive
Represent customer priorities to the Voice of Customer function, acting as a customer advocate where appropriate
Build effective relationships with clients
Effectively network and build trusting relationships with customer operational leadership, including conducting a regular cadence of performance reviews
Act as primary point of contact to respond to manage recurring client meetings and respond to customer questions and requests.
Maintain an understanding of and ability to discuss changes in the healthcare industry and marketplace, including FQHC-specific considerations
Manage projects in service of client goals
Tailor a success plan for each customer that aligns with their organizational goals and coordinate internal experts for delivery. Liaise with partners from training, consulting, and support teams to ensure the customer is successful
Manage difficult conversations when client requests do not align with current functionality or our product roadmap
Provide transparency into the Product Roadmap and the Voice of the Customer process
30% Mitigate Risk & Issue Management
Proactively anticipate and identify risks, opportunities, and impact on customer satisfaction and retention and initiate appropriate mitigations.
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
Manage executive-level communication with internal and external stakeholders to surface client need and quarterback a coordinated response.
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
Behaviors & Abilities Required:
Ability to work independently as well as part of an extended, cross-functional team
Ability to negotiate mutually beneficial outcomes for customers and athena
Self-driven and results-oriented with a positive outlook
Proactive management of issues and communication
Effective at prioritizing competing tasks
Executive-level communication with ability to be transparent and honest in a positive, professional, and polite manner
Conflict resolution skills
High degree of empathy and curiosity
Ability to travel as needed, typically 20%
About athenahealth
Here’s our vision: To create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.
What’s unique about our locations?
From an historic, 19th century arsenal to a converted, landmark power plant, all of athenahealth’s offices were carefully chosen to represent our innovative spirit and promote the most positive and productive work environment for our teams. Our 10 offices across the United States and India — plus numerous remote employees — all work to modernize the healthcare experience, together.
Our company culture might be our best feature.
We don't take ourselves too seriously. But our work? That’s another story. athenahealth develops and implements products and services that support US healthcare: It’s our chance to create healthier futures for ourselves, for our family and friends, for everyone.
Our vibrant and talented employees — or athenistas, as we call ourselves — spark the innovation and passion needed to accomplish our goal. We continue to expand our workforce with amazing people who bring diverse backgrounds, experiences, and perspectives at every level, and foster an environment where every athenista feels comfortable bringing their best selves to work.
Our size makes a difference, too: We are small enough that your individual contributions will stand out — but large enough to grow your career with our resources and established business stability.
Giving back is integral to our culture. Our athenaGives platform strives to support food security, expand access to high-quality healthcare for all, and support STEM education to develop providers and technologists who will provide access to high-quality healthcare for all in the future. As part of the evolution of athenahealth’s Corporate Social Responsibility (CSR) program, we’ve selected nonprofit partners that align with our purpose and let us foster long-term partnerships for charitable giving, employee volunteerism, insight sharing, collaboration, and cross-team engagement.
What can we 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.
In addition to our traditional benefits and perks, we sponsor events throughout the year, including book clubs, external speakers, and hackathons. And 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.
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.
athenahealth is committed to a policy of equal employment opportunity—that’s why we recruit and hire applicants without regard to race, color, religion, sex (including pregnancy), national origin, disability, age, sexual orientation, veteran status, genetic information, gender identity, gender expression, or any other factor prohibited by law. We’re happy to provide a reasonable accommodation, for those with a disability, to complete any part of the application process. If you are unable to access or use this online application process and need an alternative method for applying, please contact us at taoperations@athenahealth.com for assistance.
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