Executive Director, Customer Onboarding

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

Executive Director, Customer Onboarding athenaOne 

We are looking for an Executive Director of Customer Onboarding to join our Implementation and Onboarding team within our Operations division. Your job will be to bring a strategic vision, leadership skills, and the ability to collaboratively influence teams and organizations at all levels. Successful implementation of complex SaaS solutions, in a customer facing capacity, is a must.

 
An effective Executive Director will lead a diverse team of resources responsible for the customer journey from pre-contract execution through transition to the Customer Success Manager. They will partner with Sales to make sure appropriate expectations are set during the Sales process and will lead their team to deliver on those expectations during the customer onboarding journey.  The Executive Director, Customer Onboarding athenaOne is expected to consistently deliver an exceptional customer experience and will participate as a strategic thought partner, along with the rest of the Customer Onboarding leadership team. 

The Team: Our Customer Onboarding team facilitates the successful delivery of athena SaaS solutions and client End User readiness, promoting best practices for athena configuration and workflows. They are responsible for providing , and working on multiple client projects at one time, with a wide variety of stakeholders. 

Job Responsibilities  

• Partner with Sales, Customer Success Management and Product to deliver an exceptional and consistent customer experience, predictable customer outcomes and revenue realization 

• Successfully support the process and project team on net new athenaOne implementations 

• Support growth initiatives, add-on services and solutions for existing athenaOne customers 

• Identify and prioritize the most important results that have a clear, positive, and direct impact on customer performance 

• Leverage data and the tools to provided to proactively align resources to meet the business needs of clients within your book of business 

• Execute and deliver on budget, revenue forecast and revenue expectations 

• Actively influence and monitor key performance indicators and business metrics 

• Build & maintain a culture of creative problem solving, ownership, diversity & inclusion that enables innovation & empowers team members with responsibility and accountability 

• Nurture a culture of innovation to provide a conducive environment for ideas, feedback, challenges, and risks 

• Build shared values that align with athenahealth’s Onboarding vision and mission, model those values within your Onboarding team 

• Communicate clear goals and expectations to team members.  Recognize and reward accomplishments and contributions, while providing ongoing feedback.  Share a very clear understanding of how individual work relates to goals 

• Ability to travel up to 30% nationwide 

Typical Qualifications  

• Bachelor’s Degree required and relevant Advanced Degree strongly preferred 

• 5+ years’ experience leading large-scale teams focused on the successful implementation of complex SaaS solutions in a customer facing capacity 

• Minimum 5 years of direct people management within a Customer Success or Operations division; experience leading indirect reports is required 

• A minimum of 3-5 years leading the execution of strategic initiative work with a focus on change management and performance outcomes  

• Electronic Health Record (EHR) knowledge is required 

• Healthcare, Medical Group operations and/or medical billing/clinic experience or knowledge preferred  

• Ability to travel up to 30% nationwide 

For candidates located in California, Colorado, New York City, and Westchester County (NY), please visit the following link for pay range information:      

 
California:             https://www.athenahealth.com/salary-range/ca-nontech-exec-director  

Colorado:             https://www.athenahealth.com/salary-range/co-nontech-exec-director  

New York:             https://www.athenahealth.com/salary-range/ny-nontech-exec-director

About athenahealth

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