Customer Success Manager, Enterprise Payer

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

Customer Success Manager, Payer Team - Enterprise Service Tier

We are looking for a Customer Success Manager to join our Enterprise Service Tier within our Customer Success division. Your job will be to build and manage effective relationships with our Payer clients who are amongst our largest and most strategic partners. You will be a senior member of a team of Customer Success Managers responsible for ensuring the complete post-sale success and satisfaction of your customers by establishing yourself as a trusted, knowledgeable advisor and business partner for their operational leadership.

The most effective CSMs possess a mix of product and industry knowledge, an innovative problem-solving mindset, client relationship management skills, and the ability to inspire action with a strong business case.  Our team-based approach offers you the opportunity to leverage and share your strengths in these areas while tapping into your colleagues to develop your skills in the other areas.  We are a teaching and learning culture focused on making our customers successful.  You will have assignments which stretch your capabilities and assignments that showcase your strengths.  You will have teammates that support you in these assignments and learn from you with the unique skills and expertise that you bring to the team and develop from your work with your clients.  This will all feed your journey to becoming a top notch athena and industry expert.  Career advancement opportunities include increased responsibilities and performance at the Manager level, as well as opportunities to work with other clients in the Service Tier to expand your industry and athena expertise.

The Team: The Enterprise Payer CSM team works with our Payer customers who are large organizations that interact with all of our provider customers. As a Senior Associate on this team, you will play a leading role in supporting some of our largest and most influential clients.

Job Responsibilities

• Ensure customer satisfaction and retention within assigned book of accounts

• Effectively network and build trusting relationships with client operational leadership including coordinating business review meetings with clients to maintain strategic alignment on business goals and plans to achieve them              

• Work with teams across athena to solve issues and address challenges to improve the effectiveness of the athena solution for your customer.

• Work with your leadership to tailor a long-term success plan for each client that aligns with their business goals and coordinate appropriate internal domain experts.

• Assess and prioritize issues that may lead to client attrition risk leveraging internal domain expertise to ensure a strong mitigation plan is in place

• Collaborate with, learn from, and teach fellow CSMs and extended team members to deliver ongoing improvement in athena’s ability to drive customer success.

Typical Qualifications

• Bachelor’s degree preferred

• 3-4 years of professional experience, including working knowledge in healthcare quality programs, risk adjustment, claims, clinical data exchange or EMR in a sales, service, or operations role

• Strong interpersonal skills

• Strong working knowledge of Salesforce and Gainsight is a plus

About athenahealth

• Our Vision: To create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all. 

• Our Location: This role will be based remotely or in any of our U.S offices.

• Our Culture: At athenahealth, our employees (or “athenistas”) are committed to making healthcare smarter. Our success is dependent on the diversity, collective spirit, and contributions of our people, clients and partners. We value teamwork and believe that the strength of our team comes from supporting each other and leveraging our specialized skills. If you are looking for a company that will enable you to work outside of your comfort zone to transform the healthcare ecosystem, athenahealth is the place for you. 

• Our Perks: Along with health & financial benefits, our athenistas are offered a variety of perks that promote employee wellbeing such as commuter support, collaborative workspaces and dog-friendly offices - just to name a few. 

For candidates located in California, Colorado, Hawaii, Jersey City (NJ), New York City, Westchester County (NY), and Washington, please visit the following link