Customer Success Manager

athenahealth • Boston, MA

35d

About The Position

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 practice owners, executives, providers, billers and other customer stakeholders, communicating the value of our services in the context of customers’ business goals with the goal of retaining and growing our customers. We identify risks to customer satisfaction proactively and collaborate across the entire athena organization and ecosystem to tenaciously pursue solutions and advocate for our customers. 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. Position Summary: As a Customer Success Manager (CSM) you will be responsible for ensuring the complete post-sale success and satisfaction of your assigned book of athenahealth customers. You will have ultimate responsibility for customer satisfaction, optimization, revenue retention, and growth within your assigned book of accounts.

Requirements

• Bachelor’s degree strongly preferred, ideally in Business Administration, Healthcare Management, Health Informatics, Public Health, or another closely related field.
• 5–7 years of related professional experience, ideally within healthcare or a closely aligned industry, with demonstrated expertise in revenue cycle management and/or electronic medical records (EMR), gained through roles in sales, client services, operations, or other strategic support functions.
• Executive-level communication and interpersonal skills, with the ability to effectively navigate and mediate conflict and foster honest dialogue
• 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, able to see things from other person's point of view
• Very strong problem-solving ability and ownership, regardless of subject matter
• Ability to travel as needed, typically 20% or less
• Ability to work independently as well as part of an extended, cross-functional team

Nice To Haves

• Direct experience or familiarity with revenue cycle management at a healthcare-related practice or company a strong plus
• Familiarity or experience working in an established medical specialty, such as pediatrics, family medicine, women’s health, community health, orthopedics, or behavioral health a strong plus

Responsibilities

• Proactively coach, advise and enable customers to achieve optimal performance on the athena platform
• Create a shared, proactive success plan and strategy for each customer that aligns with their business goals and individual needs
• Coordinate appropriate internal domain experts to assist customers in getting the most from their investment in athena, including training, consulting, product, and support teams
• Effectively network and build trusting relationships with customer operational leadership including conducting a regular cadence of performance reviews
• Build and cultivate strong C-level and decision-maker relationships to ensure alignment with organizational goals and shared initiatives for improvement
• Use and monitor specialty-specific network benchmarks and insights to identify opportunities for improvement and recommend appropriate configuration and workflow best practices
• Maintain regular call and communication cadences with assigned customer(s) to ensure progress to goals and responsiveness to client needs, projects, plans, 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 and readiness for new features and enhancements as part of athena’s release schedule
• 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, identifying and facilitating opportunities for customers to improve their efficiency or effectiveness by leveraging new or planned enhancement, and to participate in shaping the future of our platform to better meet their needs
• 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 your assigned customers interact with the various functions and departments within athena, acting as the customer’s advocate and champion
• Deliver extremely high responsiveness and conscientious follow-through on client needs and requests
• Assess and prioritize issues that may lead to customer dissatisfaction, leveraging your own expertise as well as internal experts to mitigation issues
• Proactively anticipate and identify risks, opportunities, and impact on customer satisfaction and retention and initiate appropriate mitigations.
• Connect customers to available athenahealth resources including customer support, training, advisory services, product leadership, and the customer community
• Apply project management and cross-departmental influence working with the customer and athena teams to track progress and drive resolution for escalated customer issues, coordinating internal and external teams as necessary and documenting appropriately

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees