Senior Associate Strategy & Operations

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

Position Summary:

The Strategy & Operations team delivers insights and impact across Customer Success through defining, implementing, and monitoring key performance metrics, driving operational excellence, and enabling the execution and development of the Customer Success strategy. The Senior Strategy & Operations Associate serves as a business partner to the Customer Success organization and is responsible for helping translate the corporate strategy into division-specific corporate initiatives. Beginning with the onboarding process through ongoing customer management, the Senior Strategy & Operations Associate is tasked with defining and reporting on key performance indicators (KPIs) at every stage of the customer lifecycle while designing, implementing and ensuring adoption of Customer Success process standards and best practices. This individual is comfortable analyzing and working with complex data to extract business insights that impact performance. The Strategy & Operations Associate is a key partner to their VP-level stakeholders, generating insights into customer, segment, and team performance.  They are responsible for participating in the annual planning process, helping to set Customer Success team and individual goals, designing capacity model improvements, and identifying cross-functional dependencies. 

Essential Functions (Duties and Responsibilities):

35% Business partnership with Customer Success Leaders

• Stakeholder management; act as a business partner to the Customer Success leadership team and executives, providing insights to help shape the strategy of the business.

• Engage with CS leadership on a recurring basis to review and analyze KPI trends and performance

• Develop a deep understanding of divisional priorities, goals, and focus areas to effectively partner in managing divisional performance

• Produce business reports and metrics packages on a regular basis

• Prepare business leaders to talk to service-specific performance

• Create easily consumable data visualizations to solve key business questions

35% Ownership of the Customer Success portion of the corporate cadence

• Actively participate in athenahealth’s annual planning process

• Maintain forecast models for key operational performance measures including Annual Revenue Implemented (ARI), Attrition, and Case volume.

• Participate in Customer Success’ goal setting process including offering insights and analyses to support target setting for key performance metrics

• Develop an understanding of our business reporting architecture to define metrics and design reporting to surface performance and create accountability

• Manipulate and update Tableau and Salesforce dashboards to deliver insights to the business

• Trend and analyze changes in metrics over time to identify root causes

• Run bi-weekly/quarterly performance meetings

• Create executive level deliverables and present at Customer Success Leadership meetings

30% Support Divisional Strategic Initiatives

• Support the execution of operational and strategic initiatives by delivering against workplans, gathering and synthesizing relevant data, performing analyses, and providing recommendations

• Lead and support ad hoc projects and analyses aimed at improving operational performance and business outcomes.

• Provide insights on project outcome measures

• Assist in refreshing financial models to evaluate projects’ value-realization potential

• Work with the business to estimate impact of initiatives

• Identify and surface areas of cross-divisional dependencies and project risk

• Clear and consistent updates to VP-level leadership

• Support project teams responsible for managing and executing on strategic initiative

Education & Experience Required:

• Bachelor's Degree in Business, Finance/Accounting Operations/Supply Chain/Engineering, or related field

• 4+ years of professional experience

• 2+ years of experience in financial services, managem