athenahealth
Customer Success, Senior Associate Ambulatory Surgical Centers
athenahealth, Boston, Massachusetts, United States, 02108
Join Our Team at athenahealth
Join us as we work to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all. The Opportunity
Join athenahealth's Customer Success team in a new and exciting dual-rolepart trusted client advisor, part strategic program driver. This is a unique opportunity for someone with deep ASC operations experience and a passion for client success, healthcare technology, and cross-functional leadership. The Customer Success Organization is focused on helping athena's customers derive the full value of their athena products and services. We build and manage effective relationships with customers owners, executives, operational and physician leadership stakeholders. We do this by communicating the value of our services in the context of customers' business goals with the goal of retaining high performing, satisfied customers. We identify risks to customer satisfaction proactively and collaborate across the entire Customer Success organization to tenaciously pursue solutions and advocate for our customers. The Customer Success Senior Associate is charged with ensuring that both the customer and athena performs all the duties and responsibilities under each party's purview in athena's unique co-sourcing model. Position Summary
As an ASC Senior Associate, you will split your time equally as a CSM managing client relationships to ensure satisfaction and retention, and as a Program Manager leading cross-functional initiatives to enhance ASC-specific product adoption, performance, and strategy. As a CSM, you will help drive initiatives that contribute to the customer's success and align with their mission, assist in identification and resolution of complex issues, collaborate with internal teams/resources as needed and effectively communicate to clients. As a Program Manager you will be responsible for driving cross functional initiatives focused on ASC engagement, internal knowledge curation, product enhancement, and overall support of our expansion across our client base. This role is ideal for a strategic, client-facing professional with deep ASC knowledge and a passion for driving operational excellence and customer success. Responsibilities May Include, But Are Not Limited To
50% Customer Success Serve as a trusted advisor to Group clients, aligning athenahealth's services with their business goals. Drive resolution of escalated issues through cross-functional collaboration. Conduct strategic planning and operational performance reviews with clients. Monitor client satisfaction and proactively mitigate attrition risks. Ensure adoption and optimization of athenahealth products. Present growth opportunities to Account Executives. Maintain strong relationships with client operational leadership. Coach customers to ensure they are utilizing all available athenahealth resources including customer support, training, and the customer community including monitoring trends in issues and recommending internal resources to improve the root cause. Apply project management and cross-departmental influence working with the customer and athena teams to establish priorities and drive resolution for escalated customer issues coordinating internal and external teams as necessary and documenting appropriately. Assess and prioritize issues that may lead to customer dissatisfaction leveraging internal domain expertise to ensure a strong mitigation plan is in place. 50% - ASC Specialty Program Management Direct customer engagement with Ambulatory Surgical Centers (ASC) across the organization via close collaboration and partnership with the Customer Success Manager to gather feedback, understand pain points, and ensure optimal product utilization. Understand training journeys and provide insight into training opportunities and guidance on where to invest in additional training. Collaborate with and influence a cross-functional Specialty leadership team. Influence Specialty business metrics scorecard and growth goals and leading progress readouts to the broader organization via quarterly business reviews (QBR). Lead initiatives to improve ASC-specific Net Promoter Scores (NPS) and RCM performance. Maintain onboarding playbooks and support ASC product launches. Facilitate user groups and feedback loops to inform product enhancements. Influence business metrics, build internal knowledge programs, and curate ASC best practices. Track and report on ASC specialty metrics and performance. Support the development of a knowledge certification program for ASC operations. Serve as a workflow and compliance subject matter expert in ASC operations and workflows. Education, Experience, & Skills Required
Proven experience working in an ambulatory surgery center. Strong understanding of clinical workflows and accreditation requirements. Excellent leadership and organizational skills. Ability to work collaboratively with medical and administrative staff. Bachelors Degree preferred. 35 years of experience in healthcare, specifically in ASC environments. 35 years in customer success, operations, or program management role. Strong customer communication and interpersonal skills, with the ability to effectively navigate and mediate conflict and foster honest dialogue. Proven ability to influence both customers and internal stakeholders. Proven ability to manage and prioritize multiple projects while paying strict attention to detail. Preferred Requirements
CRM Experience (specifically, Salesforce.com and Gainsight). Experience with and knowledge of athenaOne services with deeper expertise in one or more services. Service and relationship experience with athena clients. Behaviors & Abilities Required
Ability to work independently as well as part of an extended, cross-functional team. Manage client relationships ensuring expectations and deliverables are documented and met, key stakeholders are informed, and client satisfaction is achieved. Self-driven, results-oriented with a positive outlook. Take initiative with little to no direction. Be transparent and honest in a positive, professional, and polite manner. Conflict Resolution Skills. Empathic communicator with a consultative approach, able to see things from other person's point of view. Contributes to team culture and understands and supports athena's purpose.
Join us as we work to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all. The Opportunity
Join athenahealth's Customer Success team in a new and exciting dual-rolepart trusted client advisor, part strategic program driver. This is a unique opportunity for someone with deep ASC operations experience and a passion for client success, healthcare technology, and cross-functional leadership. The Customer Success Organization is focused on helping athena's customers derive the full value of their athena products and services. We build and manage effective relationships with customers owners, executives, operational and physician leadership stakeholders. We do this by communicating the value of our services in the context of customers' business goals with the goal of retaining high performing, satisfied customers. We identify risks to customer satisfaction proactively and collaborate across the entire Customer Success organization to tenaciously pursue solutions and advocate for our customers. The Customer Success Senior Associate is charged with ensuring that both the customer and athena performs all the duties and responsibilities under each party's purview in athena's unique co-sourcing model. Position Summary
As an ASC Senior Associate, you will split your time equally as a CSM managing client relationships to ensure satisfaction and retention, and as a Program Manager leading cross-functional initiatives to enhance ASC-specific product adoption, performance, and strategy. As a CSM, you will help drive initiatives that contribute to the customer's success and align with their mission, assist in identification and resolution of complex issues, collaborate with internal teams/resources as needed and effectively communicate to clients. As a Program Manager you will be responsible for driving cross functional initiatives focused on ASC engagement, internal knowledge curation, product enhancement, and overall support of our expansion across our client base. This role is ideal for a strategic, client-facing professional with deep ASC knowledge and a passion for driving operational excellence and customer success. Responsibilities May Include, But Are Not Limited To
50% Customer Success Serve as a trusted advisor to Group clients, aligning athenahealth's services with their business goals. Drive resolution of escalated issues through cross-functional collaboration. Conduct strategic planning and operational performance reviews with clients. Monitor client satisfaction and proactively mitigate attrition risks. Ensure adoption and optimization of athenahealth products. Present growth opportunities to Account Executives. Maintain strong relationships with client operational leadership. Coach customers to ensure they are utilizing all available athenahealth resources including customer support, training, and the customer community including monitoring trends in issues and recommending internal resources to improve the root cause. Apply project management and cross-departmental influence working with the customer and athena teams to establish priorities and drive resolution for escalated customer issues coordinating internal and external teams as necessary and documenting appropriately. Assess and prioritize issues that may lead to customer dissatisfaction leveraging internal domain expertise to ensure a strong mitigation plan is in place. 50% - ASC Specialty Program Management Direct customer engagement with Ambulatory Surgical Centers (ASC) across the organization via close collaboration and partnership with the Customer Success Manager to gather feedback, understand pain points, and ensure optimal product utilization. Understand training journeys and provide insight into training opportunities and guidance on where to invest in additional training. Collaborate with and influence a cross-functional Specialty leadership team. Influence Specialty business metrics scorecard and growth goals and leading progress readouts to the broader organization via quarterly business reviews (QBR). Lead initiatives to improve ASC-specific Net Promoter Scores (NPS) and RCM performance. Maintain onboarding playbooks and support ASC product launches. Facilitate user groups and feedback loops to inform product enhancements. Influence business metrics, build internal knowledge programs, and curate ASC best practices. Track and report on ASC specialty metrics and performance. Support the development of a knowledge certification program for ASC operations. Serve as a workflow and compliance subject matter expert in ASC operations and workflows. Education, Experience, & Skills Required
Proven experience working in an ambulatory surgery center. Strong understanding of clinical workflows and accreditation requirements. Excellent leadership and organizational skills. Ability to work collaboratively with medical and administrative staff. Bachelors Degree preferred. 35 years of experience in healthcare, specifically in ASC environments. 35 years in customer success, operations, or program management role. Strong customer communication and interpersonal skills, with the ability to effectively navigate and mediate conflict and foster honest dialogue. Proven ability to influence both customers and internal stakeholders. Proven ability to manage and prioritize multiple projects while paying strict attention to detail. Preferred Requirements
CRM Experience (specifically, Salesforce.com and Gainsight). Experience with and knowledge of athenaOne services with deeper expertise in one or more services. Service and relationship experience with athena clients. Behaviors & Abilities Required
Ability to work independently as well as part of an extended, cross-functional team. Manage client relationships ensuring expectations and deliverables are documented and met, key stakeholders are informed, and client satisfaction is achieved. Self-driven, results-oriented with a positive outlook. Take initiative with little to no direction. Be transparent and honest in a positive, professional, and polite manner. Conflict Resolution Skills. Empathic communicator with a consultative approach, able to see things from other person's point of view. Contributes to team culture and understands and supports athena's purpose.