Customer Success Specialist, Small Group

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

Customer Success Specialist, Small Group  

 
We are looking for a Customer Success Specialist to join our Customer Success Management division. Your job will be to manage customer issues by engaging the proper support team or resource that can lead to resolution as well as to build and manage effective relationships with our smaller independent medical practice customers. You will be responsible for ensuring the complete post-sale success and satisfaction of a portfolio of athenahealth customers through establishing yourself as a trusted advisor and business partner. But enough about us; let’s talk about you.  

You have healthcare industry market knowledge. You excel at communicating effectively and ensuring accountability for yourself and your team. Your interpersonal savvy helps you develop and maintain relationships both within and outside of our organization. You are self-driven, results-oriented, and an empathic communicator.  

The Team: The Customer Success Management Organization is focused on helping clients derive the full value of their athena services. We build and manage relationships with customers across a network-enabled service, communicating the value of our services in the context of customers’ business goals with the objective of fostering high performing, satisfied customers. We identify at-risk clients proactively and collaborate across product and operational lines as we tenaciously pursue solutions and advocate for our clients. 

Job Responsibilities  

• Primary ownership and accountability for customer satisfaction and retention within assigned accounts 

• Build and maintain effective relationships even when faced with challenging partnerships  

• Act as a liaison for athena support teams, through effective project management, driving progress toward a resolution for short- and long-term issues 

• Leverage subject matter experts to address customer performance, satisfaction, or risk in their portfolio of clients 

• Coach customers to ensure they are leveraging all available athenahealth best practices and resources including customer support, training, and our client community 

• Identify and