Senior Customer Success Associate, Group FQHC

The Senior Customer Success Associate at athenahealth, Inc. in Atlanta, GA is responsible for ensuring customer satisfaction and retention post-sale. This role involves building strong relationships with customer leadership, tailoring success plans, and proactively managing risks. The associate will leverage insights to enhance customer value and coordinate with internal teams to drive operational performance. Key responsibilities include maintaining customer relationships, addressing challenges, and supporting quality programs.
Join us as we work to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.

Position Summary:

As a Customer Senior Associate you will be responsible for ensuring the complete post-sale success and satisfaction of your assigned book of athenahealth customers through establishing yourself as a trusted advisor and business partner. The Customer Success Senior Associate is engaged throughout the customer's athenahealth journey, focused on value maximization, building and managing effective relationships that promote growth, loyalty and thus retention. The Customer Success Senior Associate works closely with customer executives and decision makers to understand their business model, current challenges and goals and leverages network insights that drives optimal financial and operational performance. The Customer Success Manager mitigates risks and proactively identifies and communicates how athena's features add value to a their business for growth, achieving priorities and resolving pain points.

Essential Functions (Duties and Responsibilities):

70% Develop and maintain a strong relationship with customer's operational leadership
• Ultimate responsibility and accountability for customer satisfaction and revenue retention within assigned book of accounts
• Tailor a success plan for each customer 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 customer is successful
• Effectively network and build trusting relationships with customer operational leadership including conducting a regular cadence of performance reviews
• Use network specialty specific benchmarks and insights to identify opportunities and recommend appropriate configuration and workflow best practices
• Proactively anticipate and identify risks, opportunities, and impact on customer satisfaction and retention and initiate appropriate mitigations.
• Maintain day-to-day relationships with assigned customer(s) by collecting and clarifying information with all impacted parties, communicating project or program plans and progress, and responding to customer 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
• 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 the Voice of the Customer process and support an accurate impact assessment and setting expectations with customer leadership including having difficult conversations when functionality is not on the product roadmap
• Partner with customer leadership to ensure overall success of all customer selected quality programs

30% Drive Initiatives and Mitigate Risk & Issue Management
• Coach customers to ensure they are utilizing all available athenahealth resources including customer support, training, and the customer community including monitoring trends in issues and recommending internal resources to improve the root cause
• Apply project management and cross-departmental influence working with the customer and athena teams to establish priorities and drive resolution for escalated customer issues coordinating internal and external teams as necessary and documenting appropriately
• Assess and prioritize issues that may lead to customer dissatisfaction leveraging internal domain expertise to ensure a strong mitigation plan is in place

Education & Experience Required:
• Bachelor's Degree preferred
• 3--5 years of professional experience including working knowledge of healthcare revenue cycle and/or EMR in a sales, services, or operations role
• Experience collaborating with executive-level stakeholders, fostering honest dialogue through conflict mediation

Knowledge & Skills:
• Excellent written and verbal communication skills and effective networking with a broad base of internal and external constituents
• Ability to manage numerous detail-intensive, interdependent, and time-sensitive tasks and ensure the accurate completion of the same
• Proactive attitude toward issue management and communication
• Empathetic communicator with a consultative approach, able to see things from other person's point of view
• Skilled at driving to success regardless of individual level of subject matter expertise.
• Ability to work independently as well as part of an extended, cross-functional team
• Demonstrated ability to influence others to achieve desired results
• Ability to travel as needed, typically 20%
• Self-driven, results-oriented with a positive outlook

About athenahealth

Here's ourvision:To create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.

What's unique about our locations?
From an historic, 19thcentury arsenal to a converted, landmark power plant,allofathenahealth's offices were carefully chosen to represent our innovative spirit and promote the most positive and productive work environment for our teams. Our10offices across the United States and India -plus numerous remote employees -all work to modernize the healthcare experience, together.

Our company culture might be our best feature.
We don't take ourselves too seriously. But our work? That's another story.athenahealth develops andimplements products and services that support US healthcare: It'sour chance to create healthier futures for ourselves, for our family and friends, for everyone.

Our vibrant and talentedemployees - orathenistas, as we call ourselves - spark the innovation and passion needed to accomplishour goal. We continue to expand our workforce with amazing people who bring diverse backgrounds, experiences, and perspectives at every level, and foster an environment where everyathenistafeels comfortable bringing theirbestselves to work.

Our size makes a difference, too: We are small enoughthatyourindividual contributionswill stand out- butlarge enoughto grow your career with ourresources and established business stability.

Giving back is integral to our culture. OurathenaGivesplatform strives tosupport food security, expand access to high-quality healthcare for all, and support STEM education to develop providers and technologists who will provide access to high-quality healthcare for all in the future. As part of the evolution of athenahealth'sCorporate Social Responsibility(CSR)program, we've selected nonprofit partners that align with our purpose and let us foster long-term partnerships for charitable giving, employee volunteerism, insight sharing, collaboration, and cross-team engagement.

What can we do for you?
Along with health and financial benefits,athenistasenjoy perks specific to eachlocation, including commuter support, employee assistance programs, tuition assistance,employeeresource groups, and collaborativeworkspaces- some offices even welcome dogs.

In addition to our traditional benefits and perks, we sponsor events throughout the year, includingbook clubs, external speakers, and hackathons. And weprovideathenistaswithacompany culturebased onlearning,the support of anengaged team,andan inclusive environment where all employees are valued.

We alsoencourage a better work-life balance forathenistaswith our flexibility. Whilewe 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, athenahealthenablesemployees to find a balance that feels fulfilling and productive for each individual situation.

athenahealth is committed to a policy of equal employment opportunity-that's why we recruit and hire applicants without regard to race, color, religion, sex (including pregnancy), national origin, disability, age, sexual orientation, veteran status, genetic information, gender identity, gender expression, or any other factor prohibited by law. We're happy to provide a reasonable accommodation, for those with a disability, to complete any part of the application process. If you are unable to access or use this online application process and need an alternative method for applying, please contact us attaoperations@athenahealth.com for assistance.

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