athenahealth
Overview
Join to apply for the
Strategy and Operations Manager
role at
athenahealth . The Customer Success Business 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 Strategy and Operations Manager serves as a business partner to the Customer Success organization and is responsible for translating the corporate strategy into division-specific initiatives. From onboarding through ongoing customer management, the role defines and reports on KPIs at every stage of the customer lifecycle, designs and ensures adoption of Customer Success process standards, and partners with VP-level stakeholders to generate insights into customer, segment, and team performance. The role participates in the annual planning process, helps set Customer Success goals, designs capacity model improvements, and identifies cross-functional dependencies. Responsibilities
Business partnership with Customer Success Leaders: act as a business partner to the CS leadership team and executives, providing insights to shape strategy; engage with CS leadership to review KPI trends and performance; develop understanding of divisional priorities; produce business reports and metrics packages; prepare leaders to discuss service-specific performance; create easily consumable data visualizations to answer key questions. Ownership of the Customer Success portion of the corporate cadence: participate in annual planning; develop forecast models for key operational measures (e.g., ARI, Capacity Planning, Attrition, Case volume); participate in CS goal setting; understand reporting architecture to define metrics and surface performance; update Tableau and Salesforce dashboards; trend and analyze metric changes to identify root causes; run bi-weekly/quarterly performance meetings; create and present executive-level deliverables up to the VP/SVP/CEO. Support Divisional Strategic Initiatives: define, structure, and execute operational initiatives with work plans and data-driven analyses; lead ad hoc projects to improve performance; ensure programs have clear outcomes; partner with Finance to validate financial models; estimate impact to drive prioritization; identify cross-functional dependencies; manage risk; provide updates to VP and C-suite leadership; oversee, or support, project teams responsible for executing strategic initiatives. Education & Experience Required: Bachelor's Degree in Business, Finance/Accounting, Operations/Supply Chain/Engineering; MBA preferred. 4 to 6 years in financial services, management consulting, corporate finance/strategy, or operations strategy; 2+ years in strategy consulting preferred; experience managing broad transformational or complex projects; proficiency with data visualization tools (Power BI, Tableau, Tableau CRM) and dashboards; experience partnering with C-suite; healthcare experience preferred but not required; experience handling large data sets. Knowledge & Skills: ability to influence cross-functional teams, results-oriented with strong prioritization and change management; autonomous and comfortable with ambiguity; strong written and verbal communication with executive presence; strong analytical, critical thinking, and problem-solving; ability to toggle between detail and big-picture thinking; effective in a highly matrixed organization. Education & Experience
Bachelor's Degree in Business, Finance/Accounting, Operations/Supply Chain/Engineering. MBA preferred. 4 to 6 years of relevant experience in financial services, management consulting, corporate finance/strategy, analytical/business process improvement, or operations strategy 2+ years of strategy consulting firm experience preferred Experience with data visualization programs (Power BI, Tableau, Tableau CRM). Experience designing dashboards/reports Experience serving as a business partner to or regularly interacting with C-suite and executive leadership Healthcare industry experience preferred, but not required Experience working with large and complex data sets Knowledge & Skills
Ability to influence cross-functional teams and achieve cross-divisional alignment Results-oriented, adept in conflict resolution, skilled at prioritization and change management Autonomous and comfortable with ambiguity Strong written and verbal communication with executive presence Excellent analytical, critical thinking and problem-solving skills Ability to balance analytical detail with big-picture thinking Ability to work in a highly-matrixed organization with competing priorities 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 daily hurdles, powered by our vision to create a thriving ecosystem delivering accessible, high-quality, and sustainable healthcare for all. Our culture: Our employees — or athenistas — spark the innovation and passion needed to accomplish our vision. We are a diverse group united as mission-driven problem-solvers with shared values of inclusiveness, accountability, and support. DEI commitment: We prioritize diversity, equity, and inclusion in every aspect of our business to create an inclusive environment for athenistas, partners, customers, and the communities we serve. What we can do for you: Along with health and financial benefits, athenistas enjoy location-specific perks, commuter support, tuition assistance, employee resource groups, and collaborative workspaces. We also support better work-life balance with flexibility and digital collaboration tools. We sponsor events and provide a culture focused on learning and inclusion. Learn more at athenahealth.com/careers and equal-opportunity information at athenahealth.com/careers/equal-opportunity. Seniority level
Mid-Senior level Employment type
Full-time Job function
Management and Manufacturing Industries
IT Services and IT Consulting Referrals increase your chances of interviewing at athenahealth. Learn more about other similar roles.
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Join to apply for the
Strategy and Operations Manager
role at
athenahealth . The Customer Success Business 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 Strategy and Operations Manager serves as a business partner to the Customer Success organization and is responsible for translating the corporate strategy into division-specific initiatives. From onboarding through ongoing customer management, the role defines and reports on KPIs at every stage of the customer lifecycle, designs and ensures adoption of Customer Success process standards, and partners with VP-level stakeholders to generate insights into customer, segment, and team performance. The role participates in the annual planning process, helps set Customer Success goals, designs capacity model improvements, and identifies cross-functional dependencies. Responsibilities
Business partnership with Customer Success Leaders: act as a business partner to the CS leadership team and executives, providing insights to shape strategy; engage with CS leadership to review KPI trends and performance; develop understanding of divisional priorities; produce business reports and metrics packages; prepare leaders to discuss service-specific performance; create easily consumable data visualizations to answer key questions. Ownership of the Customer Success portion of the corporate cadence: participate in annual planning; develop forecast models for key operational measures (e.g., ARI, Capacity Planning, Attrition, Case volume); participate in CS goal setting; understand reporting architecture to define metrics and surface performance; update Tableau and Salesforce dashboards; trend and analyze metric changes to identify root causes; run bi-weekly/quarterly performance meetings; create and present executive-level deliverables up to the VP/SVP/CEO. Support Divisional Strategic Initiatives: define, structure, and execute operational initiatives with work plans and data-driven analyses; lead ad hoc projects to improve performance; ensure programs have clear outcomes; partner with Finance to validate financial models; estimate impact to drive prioritization; identify cross-functional dependencies; manage risk; provide updates to VP and C-suite leadership; oversee, or support, project teams responsible for executing strategic initiatives. Education & Experience Required: Bachelor's Degree in Business, Finance/Accounting, Operations/Supply Chain/Engineering; MBA preferred. 4 to 6 years in financial services, management consulting, corporate finance/strategy, or operations strategy; 2+ years in strategy consulting preferred; experience managing broad transformational or complex projects; proficiency with data visualization tools (Power BI, Tableau, Tableau CRM) and dashboards; experience partnering with C-suite; healthcare experience preferred but not required; experience handling large data sets. Knowledge & Skills: ability to influence cross-functional teams, results-oriented with strong prioritization and change management; autonomous and comfortable with ambiguity; strong written and verbal communication with executive presence; strong analytical, critical thinking, and problem-solving; ability to toggle between detail and big-picture thinking; effective in a highly matrixed organization. Education & Experience
Bachelor's Degree in Business, Finance/Accounting, Operations/Supply Chain/Engineering. MBA preferred. 4 to 6 years of relevant experience in financial services, management consulting, corporate finance/strategy, analytical/business process improvement, or operations strategy 2+ years of strategy consulting firm experience preferred Experience with data visualization programs (Power BI, Tableau, Tableau CRM). Experience designing dashboards/reports Experience serving as a business partner to or regularly interacting with C-suite and executive leadership Healthcare industry experience preferred, but not required Experience working with large and complex data sets Knowledge & Skills
Ability to influence cross-functional teams and achieve cross-divisional alignment Results-oriented, adept in conflict resolution, skilled at prioritization and change management Autonomous and comfortable with ambiguity Strong written and verbal communication with executive presence Excellent analytical, critical thinking and problem-solving skills Ability to balance analytical detail with big-picture thinking Ability to work in a highly-matrixed organization with competing priorities 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 daily hurdles, powered by our vision to create a thriving ecosystem delivering accessible, high-quality, and sustainable healthcare for all. Our culture: Our employees — or athenistas — spark the innovation and passion needed to accomplish our vision. We are a diverse group united as mission-driven problem-solvers with shared values of inclusiveness, accountability, and support. DEI commitment: We prioritize diversity, equity, and inclusion in every aspect of our business to create an inclusive environment for athenistas, partners, customers, and the communities we serve. What we can do for you: Along with health and financial benefits, athenistas enjoy location-specific perks, commuter support, tuition assistance, employee resource groups, and collaborative workspaces. We also support better work-life balance with flexibility and digital collaboration tools. We sponsor events and provide a culture focused on learning and inclusion. Learn more at athenahealth.com/careers and equal-opportunity information at athenahealth.com/careers/equal-opportunity. Seniority level
Mid-Senior level Employment type
Full-time Job function
Management and Manufacturing Industries
IT Services and IT Consulting Referrals increase your chances of interviewing at athenahealth. Learn more about other similar roles.
#J-18808-Ljbffr