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Join us as we work to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.
The Opportunity:
The Customer Success Organization is focused on helping athena’s customers derive the full value of their athena services. We build and manage effective relationships with customers’ executive and operational leadership, 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 product and operational lines to tenaciously pursue solutions and advocate for our customers. The Customer Success Executive Director is charged with leading a team of CSMs and ensuring that both the customer and athena performs all the duties and responsibilities under each party’s purview.
Position Summary:
The Executive Director of Customer Success ensures the CSM team manages and acts in a consultative manner across an assigned book of business to ensure customers achieve post-sales success using athena’s products and services. For this role, the Executive Director will be responsible for our Federally Qualified Healthcare Center (FQHC) book of business. This will include responsibility for all the associated revenue – over $150M annually – as well as the team of 20+ CSMs and 2 Managers that manage this business.
The Executive Director is expected to be able to articulate and communicate the athena point-of-view on key business processes, strategic opportunities, and value creation. The Executive Director is an integral part of our Customer Success Senior Leadership team and is expected to drive collaboration with their leadership peers to improve the value athena delivers to our customers.
As Executive Director for the FQHC business, you will be responsible for ensuring the complete post-sale success and satisfaction of your customer base through establishing yourself and your CSMs as trusted advisors and business partners for their operational leadership. You will engage with your customers as early as implementation kick-off and be responsible for the development and maintenance of the customer success plan, orchestrating the involvement of additional athenahealth teams to ensure that the customer is achieving their stated business goals.
Responsibilities may include, but are not limited to:
40% Internal Organizational Leadership
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Direct the team in the performance of the prescribed service model for their respective customers. Mentor, coach and supervise the overall performance of the staff.
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With a team of varying experience, knowledge, and cohort levels, position each team member where they can succeed at bringing value to the customer and their peers, where they can develop new knowledge and new skills, and where they are sufficiently and appropriately challenged such that they gain valuable experience that will help them advance their careers.
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Serve as escalation point for customer issues.
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Work with other CSM leaders to ensure that we are capitalizing on collaboration opportunities across all areas of the business to deliver shared value to customers.
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Address/request need for new staff as customer base grows based on staffing model.
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Drive on-boarding of new team members.
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Interview prospective Customer Success candidates and make recommendations for hiring.
30% Develop and maintain a strong relationship with customer’s operational leadership
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Ultimate responsibility and accountability for customer satisfaction and retention within assigned book of accounts.
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Effectively network and build trusting relationships with customer operational leadership at our largest and most strategic customers.
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Create a personalized long-term success plan for each major customer, that aligns with their business goals and coordinate appropriate internal domain experts for delivery including partnering with product, consulting, and support teams to ensure the customer is successful.
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Identify risks to the customer achieving their stated business goals and work with the Product Strategy team to build a risk mitigation plan.
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Match performance improvement opportunities to stated business goals.
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Coach customers to establish and manage their change management/governance/center of excellence programs synthesizing best practices with a deep understanding of the customer.
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Maintain a comprehensive understanding of shifting business challenges faced by customers and common objectives to appropriately map athenahealth functionality and associated business benefits to address their needs.
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Ensure ongoing adoption of a customer’s existing athenahealth products.
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Work with the assigned Account Executives and Sales leaders to identify and nurture growth opportunities.
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Maintain an understanding and ability to discuss healthcare industry changes.
30% Mitigate Attrition Risk
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Apply project management and cross-departmental influence to drive resolution for escalated customer issues, coordinating internal and external teams as necessary.
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Appropriately identify product gaps and advocate for those enhancements to the Voice of the Customer process through conducting a business impact assessment while accurately and transparently communicating and setting expectations with customer leadership.
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Assess and prioritize issues that may lead to customer attrition risk leveraging internal domain expertise to ensure a strong mitigation plan is in place.
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Coach customers to ensure they are utilizing all available athenahealth resources including customer support, training, and the customer community.
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Coach your team of Customer Success Managers to identify and execute on the above items in partnership with you, and as a team, and independently where appropriate.
Education, Experience, & Skills Required:
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Bachelor’s Degree preferred
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15 Years minimum Professional Experience
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At least 3 – 5 Years of working knowledge in revenue cycle, electronic health records, and/or commercial insurance.
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At least 3 – 5 Years of specific experience in Account Management or a Customer Service leadership capacity
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Executive-level communication and interpersonal skills, with the ability to effectively navigate and mediate conflict and foster honest dialogue
Behaviors & Abilities Required:
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Demonstrated ability successfully leading teams and organizations
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Demonstrated record of developing talent in a strategic manner through impactful performance coaching, strong succession management, and driving of positive employee engagement
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Ability to work independently as well as part of an extended, cross-functional team
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Manage customer relationships ensuring expectations and deliverables are documented and met, key stakeholders are informed and customer satisfaction is achieved
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Self-driven, results-oriented with a positive outlook
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Take initiative with little to no direction
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Be transparent and honest in a positive, professional and polite manner
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Conflict and problem resolution skills
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Empathic communicator with a consultative approach, able to see things from other person's point of view
For candidates located in California, Colorado, Hawaii, Jersey City (NJ), New York City, Westchester County (NY), and Washington, please visit the following link for pay range information:
California: https://www.athenahealth.com/salary-range/ca-nontech-exec-director
Colorado: https://www.athenahealth.com/salary-range/co-nontech-exec-director
Hawaii: https://www.athenahealth.com/salary-range/hi-nontech-exec-director
New Jersey: https://www.athenahealth.com/salary-range/nj-nontech-exec-director
New York: https://www.athenahealth.com/salary-range/ny-nontech-exec-director
Washington: https://www.athenahealth.com/salary-range/wa-nontech-exec-director
About athenahealth
Here’s our vision: To create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.
What’s unique about our locations?
From an historic, 19th century arsenal to a converted, landmark power plant, all of athenahealth’s offices were carefully chosen to represent our innovative spirit and promote the most positive and productive work environment for our teams. Our 10 offices across the United States and India — plus numerous remote employees — all work to modernize the healthcare experience, together.
Our company culture might be our best feature.
We don't take ourselves too seriously. But our work? That’s another story. athenahealth develops and implements products and services that support US healthcare: It’s our chance to create healthier futures for ourselves, for our family and friends, for everyone.
Our vibrant and talented employees — or athenistas, as we call ourselves — spark the innovation and passion needed to accomplish our goal. We continue to expand our workforce with amazing people who bring diverse backgrounds, experiences, and perspectives at every level, and foster an environment where every athenista feels comfortable bringing their best selves to work.
Our size makes a difference, too: We are small enough that your individual contributions will stand out — but large enough to grow your career with our resources and established business stability.
Giving back is integral to our culture. Our athenaGives platform strives to support food security, expand access to high-quality healthcare for all, and support STEM education to develop providers and technologists who will provide access to high-quality healthcare for all in the future. As part of the evolution of athenahealth’s Corporate Social Responsibility (CSR) program, we’ve selected nonprofit partners that align with our purpose and let us foster long-term partnerships for charitable giving, employee volunteerism, insight sharing, collaboration, and cross-team engagement.
What can we do for you?
Along with health and financial benefits, athenistas enjoy perks specific to each location, including commuter support, employee assistance programs, tuition assistance, employee resource groups, and collaborative workspaces — some offices even welcome dogs.
In addition to our traditional benefits and perks, we sponsor events throughout the year, including book clubs, external speakers, and hackathons. And we provide athenistas with a company culture based on learning, the support of an engaged team, and an inclusive environment where all employees are valued.
We also encourage a better work-life balance for athenistas with our flexibility. While we know in-office collaboration is critical to our vision, we recognize that not all work needs to be done within an office environment, full-time. With consistent communication and digital collaboration tools, athenahealth enables employees to find a balance that feels fulfilling and productive for each individual situation.
athenahealth is committed to a policy of equal employment opportunity—that’s why we recruit and hire applicants without regard to race, color, religion, sex (including pregnancy), national origin, disability, age, sexual orientation, veteran status, genetic information, gender identity, gender expression, or any other factor prohibited by law. We’re happy to provide a reasonable accommodation, for those with a disability, to complete any part of the application process. If you are unable to access or use this online application process and need an alternative method for applying, please contact us at [email protected] for assistance.
https://www.athenahealth.com/careers/equal-opportunity
What We Do
athenahealth strives to cure complexity and simplify the practice of healthcare. Our innovative technology includes electronic health records, revenue cycle management, and patient engagement solutions that help healthcare providers, administrators, and practices eliminate friction for patients while getting paid efficiently. athenahealth partners with practices with purpose-built software backed by expertise to produce the insights needed to drive better clinical and financial outcomes. We’re inspired by our vision to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.
For more information, please visit www.athenahealth.com
Why Work With Us
We are here to make an impact on the healthcare industry at scale. We enable our diverse teams to move fast, grapple with interesting technical challenges, and innovate at every level. We are on a modernization journey and build on the hybrid cloud. We deliver best-in-class solutions to help every patient receive the best possible care.
