Customer Success Support Specialist

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

The Opportunity: 

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 Customer Success Senior 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.  

Position Summary: 
As a Customer Success Senior Associate you will be responsible for providing support to some of our largest Orthopedic customers in partnership in conjunction with a Senior Customer Success Management.  The Customer Success Senior Associate will not be the primary account owner, but will play a key role in ensuring the customer views our team as a trusted advisor and business partner. The Customer Success Senior Associate will work closely with the Senior Manager &  customer executives to understand their business model, current challenges and goals and leverages network insights that drives optimal financial and operational performance. The Senior Associate will play a key role in project management & support of key projects to: 

• Mitigate risks  

• Proactively identify how athena’s features add value to their business   

• Achieve priorities & resolve pain points.   

 
Responsibilities may include, but are not limited to: 

70% Develop and maintain a strong relationship with customer’s operational leadership 

• Support Senior Customer Success Manager to drive customer satisfaction and revenue retention within supported book of accounts 

• Assist in supporting 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 the support of performance reviews & project management 

• Collaborate with Senior Customer Success Manager to proactively anticipate and identify risks, opportunities, and impact on customer satisfaction and retention and initiate appropriate mitigations. 

• Maintain day-to-day relationships with assigned Senior Manager(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<