Customer Success Specialty Program, Senior Manager

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

Position Summary: 

The Customer Success Specialty Program Senior Manager is responsible for driving performance laterally throughout the organization via knowledge dissemination, specialty advocacy, and specialty performance tracking.  They will achieve this by partnering with the Product Strategy Specialty Market Leads, and others, to create a thread of excellence between Product, Marketing, Sales, Onboarding, TES, Customer Care, CaTS, and across all three Customer Success service tiers specific to their specialty (e.g., Women’s Health, BH, Urgent Care, FQHC, ASC, Ortho​).  This lateral connection will improve the continuity of experience that each customer receives and ensures that “Specialty” is represented. This role works to drive accountability and engagement of our internal teams to ensure customers are seen through multiple lenses and receive optimal care for their specific needs.  

The Operations Program Managers reporting to the Executive Director are the dedicated, cross-functional leaders in the Operations organization for an assigned specialty, product, or service stream, and responsible for the long-term growth and success of their business line.   As experts in their area of focus, they help the organization with market strategy, and how to evolve our products and services with the market, to achieve optimal growth and customer retention.  They must influence and lead a cross-functional team of DRIs who are responsible for enabling the broader organization to uniquely support prospects and customers. The Operations Program Managers are the de facto experts and ultimate authority on best in industry configurations.  They are tasked with creating an employee knowledge certification program that refreshes with regularity.  Specialty Program Managers work to ensure Operations is connected to deliver results that are positively felt by our customer base and impactful to our organization. 

50% Customer Management

• Develop a perspective on the Specialty market opportunity, approach, and business growth goals.  

• Collaborate with and influence a cross-functional Specialty leadership team. 

• Influence Specialty business metrics scorecard and growth goals and leading progress readouts to the broader organization via quarterly business reviews (QBR). 

• Support the development and maintenance of a specialty-specific product roadmap and partner strategy. 

• Support product market launches as part of a cross functional team.  

• Partner with Specialty Market Lead (Product/Mkt) to understand product roadmap, strategic gaps, and advocate for enhancements. Facilitate information dissemination and adoption of new features. Create customer-facing specialty roadmaps to be presented to customers.  

• Provide feedback on how messaging points are being received in-market, understand ongoing targeted market outreach. Collaborate to drive customer and prospect communications. 

• Help articulate specialty support model to improve deal velocity. Support prospect questions.  

• Understand training journey and provide insight into training opportunities and guidance on where to invest in additional training. Act as an SME for training content.  

• Manage user groups and community pages for specialty. 

• Maintain onboarding playbooks as features are updated in collaboration with onboarding specialty leads. Provide perspectives from Customer experiences post-live. Facilitate reporting on implementations through lens of resource allocation (people and playbooks), readiness of badged resources, recent post-live successes. 

• Surface opportunities to address issues across multiple Customers (Rules, RCM performance). 

• Surface opportunities to optimize case management process and inform agent training. 

• Facilitate information exchange between Customer Success Managers (CSM) and service tier teams. 

25% Communicate strategy and create feedback loops between Operations and Product  

• Work with your team to partner with product leaders and high-level executives to influence their product strategy and shape the vision of athenahealth products.  

• Educate and inspire cross functional teams with the latest emerging market trends, direct customer feedback and analysis to elevate athenahealth’s overall product capabilities and offerings.  

• Evaluate and help to respond to top product optimization opportunities from clients, support resolution of product related prospect & client escalations.  

10% Ensure product/market fit for new and existing products  

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