Onboarding Success Manager, Specialty

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

Position Summary:

As an athenaOne Specialty Onboarding Success Manager, you will guide Women’s Health, Behavioral Health, Urgent Care, Orthopedic, or Federally Qualified Healthcare (FQHC) customers through a successful onboarding journey. Your primary goal will be to ensure projects are delivered on time, within budget, and aligned with customer expectations, accelerating adoption and unlocking the full value of athenahealth’s solutions.

Key responsibilities include preparing customers for a smooth go-live and achieving post-live milestones within optimal timelines. You will engage with stakeholders and subject matter experts, lead strategy discussions, manage project schedules, coordinate tasks, conduct risk mitigation, and oversee project governance. As the first point of escalation, you will take a proactive, consultative approach to address customer needs.

During go-live, you will monitor customer performance, celebrate successes, and provide guidance on improvement areas. Your ability to prioritize both internal and external requirements across your portfolio will be critical to meeting milestones and driving customer outcomes.

Essential Functions (Duties and Responsibilities)

80% Customer Project Leadership and Accountability

• Manage customer expectations, scope, timeline and priorities, while ensuring project commitments are met
• Facilitate and coordinate project activities to ensure timely and successful completion
• Lead a team of athenahealth resources to design future-state workflows and guide customer change management initiatives
• Early risk identification, risk log maintenance and implement mitigation plans
• Communicate clearly (both verbally and in writing) with customers, athenahealth peers to ensure strategic alignment across teams
• Engage customer executive leadership on strategic topics and to report progress, risks, and mitigation strategies
• Consult with customers on product offerings and product go-live launches as required
• Manage escalations effectively by collaborating with internal and external resources to ensure positive outcomes for both the customer and athenahealth
• Establish project governance to align with business objectives and support customer decision-making

20% Organizational Leadership and Professional Development

• Assist in the ongoing education and enablement for existing team members
• Participate in leadership sponsored initiatives and work as a Subject Matter Expert to drive internal outcomes
• Encourage others to share lessons learned, be self-aware and maintain a continuous improvement attitude

• Complete assigned product release training and internal professional development sessions as needed
• Actively participate and lead team meetings, internal assignments, and customer meetings
• Proactively seek and provide feedback to internal and external stakeholders

• Proactively collaborate with cross functional and third-party partners to build relationships and deliver optimal results
• Make continuous improvement a priority by leveraging experience in advanced project management principles

Education & Experience Required

• Bachelor’s degree
• 5+ years of overall professional experience, 3+ years Project Management experience required
• 3+ years of experience working in or with Specialty providers (Women’s Health, Behavioral Health, Urgent Care, FQHC or Orthopedic)
• Advanced proficiency of Microsoft Office applications, including Outlook, Excel, Word, and PowerPoint
• Ability to travel 25%-50% depending on specialty

Knowledge & Skills

• Excellent communication skills and effective networking with a broad base of internal and external constituents
• Effectively manage all stakeholders internally and externally for project alignment and success
• Maintains relationships across functions utilizing your network to broaden knowledge.
• Decision making, manages and anticipates conflicts before they happen and utilizes creativity in solution development
• Steps up to conflicts seeing them as opportunities, noticing situational queues and adjusting accordingly.
• Strong presentation skills with the ability to transfer knowledge to others and communicate to senior management and customers in laymen's terms. 
• Proven project management experience in complex environments and be able to balance competing projects
• Quickly Incorporates both positive