Customer Performance Manager
Offer summary
Qualifications:
Bachelor's Degree in a relevant field, 5+ years of professional experience in the healthcare industry, Experience in managing complex projects and working with large data sets, Familiarity with data visualization programs like Power BI and Tableau..Key responsibilities:
- Define metrics and frameworks to evaluate customer performance across the lifecycle
- Engage with Customer Success leadership to analyze performance and produce business reports
- Create toolkits and training materials for Customer Success Managers to improve performance
- Lead ad hoc projects aimed at enhancing operational performance and ensure clear outcomes.
Job description
Join us as we work to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.
Position Summary:
The Business Operations team delivers insights and impact across Customer Success through defining, implementing, and monitoring key performance metrics; driving operational excellence, and enabling the execution and development of the Customer Success strategy. The Customer Performance Manager drives Customer Performance across the customer lifecycle. Beginning with the onboarding process through ongoing customer management, the Customer Performance Manager is tasked with defining metrics to diagnose performance issues and influence improved performance. This individual has experience in the healthcare industry and is comfortable analyzing and working with complex data and working with and enabling a variety of stakeholders (frontline to VP).
Essential Functions (Duties and Responsibilities):
40% Customer Performance Strategy
Define framework and metrics at different stages of the customer lifecycle to evaluate customer performance and drive outcomes for all customer personas (product mix, tenure, specialty, payment models)
Engage with Customer Success leadership on a recurring basis to review and analyze performance
Develop a deep understanding of divisional priorities, goals, and focus areas to effectively partner in managing customer performance
Produce business reports and metrics packages on a regular basis
Create easily consumable data visualizations to solve key business questions and influence outcomes
Partner with Business Intelligence team to prioritize and build Customer Performance tools, providing the customer and front-end user perspective
Work with Customer Success VPs to define cadence and touchpoints on performance
Prepare business leaders to talk to customer-specific performance
Develop customer intervention strategy to improve customer performance
40% Customer Performance Operations & Enablement
Create toolkits for Customer Success Managers and Onboarding Success Managers to diagnose performance issues and influence improved performance
Partner with cross-functional teams (e.g., Customer Marketing) to implement intervention strategies and ensure customer messaging is consistent and cohesive
Partner with Business Intelligence and Enablement, as appropriate, to enable Customer Success Managers and Onboarding Success Managers on Customer Performance tools, including delivering training, developing decks, process documents, FAQs, etc.
20% Support Divisional Strategic Initiatives
Lead and support ad hoc projects and analyses aimed at improving operational performance and business outcomes
Ensure all customer performance-related programs have clear, quantifiable outcomes and measures that drive improved performance
Identify and mitigate areas of cross-functional dependencies
Have a strategic mind for potential areas of project risk
Clear and consistent updates to VP and C-suite level leadership
Directly support project teams responsible for managing and executing on strategic initiatives
Education & Experience Required:
Bachelor's Degree in a relevant field
5+ years of professional experience in the healthcare industry
Experience in managing broad transformational or complex projects
Familiarity and comfort using data visualization programs (Power BI, Tableau, Tableau CRM). Experience designing highly utilized, business critical dashboards/reports preferred
Experience serving as a business partner to or regularly interacting with c-suite and executive leadership teams
Experience working with large and complex data sets a must
Experience in the healthcare industry is a must
Knowledge & Skills:
Ability to influence cross functional teams and achieve cross divisional alignment
Results oriented, adept in conflict resolution, skilled at prioritization and change management
Able to work autonomously and be comfortable with ambiguity
Focused on delivering high quality and timely deliverables with a positive approach towards the work
Have strong written and verbal communication skills including excellent executive presence
Demonstrate excellent analytical, critical thinking and problem-solving skills
Ability to toggle between analytical details and big-picture strategic thinking
Able to effectively work in a highly-matrixed organization, handling competing priorities and connecting the dots across divisions
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
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Experience
Other Skills
- Training And Development
- Communication
- Critical Thinking
- Problem Solving