Senior Customer Success Associate, Group FQHC

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