Customer Success Senior Manager, Enterprise - Remote Eligible

Senior Customer Success Manager - Enterprise Service Tier

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

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:

• Bachelor's degree preferred
• 7+ years of professional experience, including working knowledge in healthcare revenue cycle and/or EMR in a sales, service, or operations role
• Executive-level communication and interpersonal skills, and the ability to effectively navigate conflict
• Strong working knowledge of Salesforce and Gainsight is a plus
• Ability to work independently and as a member of an extended, cross-functional team

About athenahealth:

• Our Vision: To create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.
• Our Location: This role will be based remotely or in any of our U.S offices.
• Our Culture: At athenahealth, our employees (or "athenistas") are committed to making healthcare smarter. Our success is dependent on the diversity, collective spirit, and contributions of our people, clients and partners. We value teamwork and believe that the strength of our team comes from supporting each other and leveraging our specialized skills. If you are looking for a company that will enable you to work outside of your comfort zone to transform the healthcare ecosystem, athenahealth is the place for you.
• Our Perks: Along with health & financial benefits, our athenistas are offered a variety of perks that promote employee wellbeing such as commuter support, collaborative workspaces and dog-friendly offices - just to name a few.