Customer Success Manager

Join us as we work to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all. The 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.

• 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 committed to providing 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.