Senior Customer Success Manager

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

Senior Customer Success Manager - Enterprise Service Tier

We are looking for a Senior Customer Success Manager to join our Enterprise Service Tier within our Customer Success division. Your job will be to build and manage effective relationships with some of our largest clients. You will be a senior member of a team of Customer Success Managers responsible for ensuring the complete post-sale success and satisfaction of your customers by establishing yourself as a trusted, knowledgeable advisor and business partner for their operational leadership.

The most effective CSMs possess a mix of product and industry knowledge, an innovative problem-solving mindset, client relationship management skills, and the ability to inspire action with a strong business case. Our team-based approach offers you the opportunity to leverage and share your strengths in these areas while tapping into your colleagues to develop your skills in the other areas. We are a teaching and learning culture focused on making our customers successful. You will have assignments which stretch your capabilities, assignments that showcase your strengths, and assignments where you mentor others. If you join athena with strong relationship skills, you will immediately be a key asset in working through challenging situations, demonstrating your ability to maintain a calm, collaborative atmosphere, while deepening your expertise by learning from your colleagues the ins and outs of the athena products and which resources to engage. If you bring strong technical skills, you will be a key contributor to data and integration challenges, while quickly learning the details of quality programs, patient experience, or revenue cycle management. The Senior Manager is expected to be able to lead the overall client governance and build strong relationships with the operational leaders, including VP and C-Suite executives, that strengthen athena's position to drive change, solve issues, and retain and expand athena's business with the customer. A Senior Manager with solid relationship skills and industry background will expand their athena skillset in this role, increasing their ability to deliver value to large clients either as part of a CSM team in Enterprise, or as the lead on a small book of large, complex athenaOne clients in another Service Tier.

The Team : The Enterprise CSM team works with our largest customers. As a Senior Manager on this team, you will play a leading role in supporting one of our largest and most innovative clients.

Job Responsibilities

• Ensure customer satisfaction and retention within assigned book of accounts
• Effectively network and build trusting relationships with client operational leadership including conducting performance review sessions with clients to review practice performance and map business goals to identified value-driver's framework
• Work with teams across athena to solve issues and address challenges to improve the effectiveness of the athena solution for your customer.
• Tailor a long-term success plan for each client that aligns with their business goals and coordinate appropriate internal domain experts for delivery including partnering with training, consulting, and support teams to ensure the client is successful
• Assess and prioritize issues that may lead to client attrition risk leveraging internal domain expertise to ensure a strong mitigation plan is in place
• Collaborate with, learn from, and mentor fellow CSMs and extended team members to drive ongoing improvement in athena's ability to drive customer success.

Typical Qualifications

About athenahealth

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

https : / / www.athenahealth.com / careers / equal-opportunity