Customer Success Senior Manager

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 customers derive the full value of their athena products and services.

• Ensure complete post-sale success and satisfaction of assigned book of athenahealth customers
• Create a shared, proactive success plan and strategy for each customer
• Coordinate internal domain experts to assist customers in getting the most from their investment in athena
• Effectively network and build trusting relationships with customer operational leadership
• Build and cultivate strong C-level and decision-maker relationships
• Use and monitor specialty-specific network benchmarks and insights to identify opportunities for improvement
• Maintain regular call and communication cadences with assigned customer(s)
• Maintain a comprehensive understanding of shifting business challenges faced by customers
• Ensure ongoing adoption of a customer's existing athenahealth products and readiness for new features and enhancements
• 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 and identify opportunities for customers to improve their efficiency or effectiveness
• Partner with customer leadership to ensure overall success of all customer selected quality and VBC programs
• Drive outstanding customer experiences through speedy issue resolution and a pervasive customer obsession mentality
• Curate positive experiences as assigned customers interact with the various functions and departments within athena
• Deliver extremely high responsiveness and conscientious follow-through on client needs and requests
• Assess and prioritize issues that may lead to customer dissatisfaction
• Proactively anticipate and identify risks, opportunities, and impact on customer satisfaction and retention
• Connect customers to available athenahealth resources
• Apply project management and cross-departmental influence working with the customer and athena teams to track progress and drive resolution for escalated customer issues

• Bachelor’s degree in Business Administration, Healthcare Management, Health Informatics, Public Health, or another closely related field
• 5–7 years of related professional experience in revenue cycle management and/or electronic medical records (EMR)
• Executive-level communication and interpersonal skills
• Direct experience or familiarity with revenue cycle management at a healthcare-related practice or company
• Familiarity or experience working in an established medical specialty
• 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
• Very strong problem-solving ability and ownership
• Ability to travel as needed, typically 20% or less
• Ability to work independently as well as part of an extended, cross-functional team

• Health and financial benefits
• Commuter support
• Employee assistance programs
• Tuition assistance
• Employee resource groups
• Collaborative workspaces

athenahealth is a leading healthcare technology company that offers IT solutions and expert services to healthcare providers. Our vision is to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.