About the position

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 medium sized customers derive the full value of their athena products and services. We build and manage effective relationships with customers owners, executives, operational and physician leadership stakeholders, communicating the value of our services in the context of customers' business goals with the goal of retaining high performing, satisfied customers. We identify risks to customer satisfaction proactively and collaborate across the entire Customer Success organization to tenaciously pursue solutions and advocate for our customers. The Senior Customer Success Associate 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.

Responsibilities

• 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.
• 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.

Requirements

• 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.
• Executive-level communication and interpersonal skills, with the ability to effectively navigate and mediate conflict and foster honest dialogue.

Nice-to-haves

• Ability to work independently as well as part of an extended, cross-functional team.
• Manage customer relationship ensuring expectations and deliverables are documented and met, key stakeholders are informed and customer satisfaction is achieved.
• Self-driven, results-oriented with a positive outlook.
• Proactively manage issues and communications.
• Ability to identify work prioritization and guide others.
• Take initiative with little to no direction.
• Be transparent and honest in a positive, professional and polite manner.
• Conflict Resolution Skills.
• Empathic 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.

Benefits

• Commuter support.
• Employee assistance programs.
• Tuition assistance.
• Employee resource groups.
• Collaborative workspaces.
• Flexibility in work-life balance.