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 evaluate early indicators of attrition risk and use personal judgement to assess client attrition risk then engage appropriate internal resources to mitigate 

• Support ad hoc projects as needed with tier wide impact (e.g., dormant accounts, term period, pilots etc.) 

Typical Qualifications 

• 2-3 years of professional experience or equivalent combination of experience and education 

• Proven ability to influence both customers and internal stakeholders 

• Knowledge of Microsoft Office tools, and CRM resources (e.g., Salesforce, Gainsight, etc) 

• Proven ability to manage and prioritize multiple projects while paying strict attention to detail 

• Comfortable working in ambiguous settings with little direction 

• Demonstrates critical thinking skills to understand business issues relevant to the client and raises to appropriate levels 

• Excellent verbal and written communication skills and use of discovery questions 

• Ability to manage multiple, simultaneous client interactions 

• Exceptional customer service and teamwork skills are essential 

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-associate  

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

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

About athenahealth

Our vision: In an industry that becomes more complex by the day, we stand for simplicity. We offer IT solutions and expert services that eliminate the daily hurdles preventing healthcare providers from focusing entirely on their patients — powered by our vision to create a thriving ecosystem that delivers accessible,