Onboarding Success Senior Manager

Position Summary:  

The athenaOne Onboarding Success Senior Manager is responsible for successfully leading customers through their athenaOne onboarding experience and providing consultative, masterful guidance to customer-specific requirements within their specific area(s) of subject matter expertise. The primary goals of the Onboarding Success Manager are to ensure a specific project is completed successfully, on time and within budget, and to design and support complex processes and future-state workflows at a leadership level. At athenahealth, we strive to deliver a best in industry onboarding experience that accelerates customer utilization of our features and services, unlocking the value of athenahealth.  

The Onboarding Success Senior Manager is accountable for ensuring customers go-live in the agreed upon timeframe, meet the required go-live readiness criteria and achieve post live outcomes as soon as possible. As the Onboarding Success Manager, you will collaborate with stakeholders and be leveraged as a subject matter expert as needed. You will lead a team of Onboarding resources to tailor future-state workflows and drive customer change management activities. The Onboarding Success Senior Manager will lead strategy discussions, manage the project schedule, team tasks, issue resolution, risk mitigation, project governance and risk mitigation. You will be the first point of contact for escalations which require strategic and consultative behavior.  

During the go-live period, the Onboarding Success Senior Manager proactively assesses customer performance and system usage, consulting with the customer to celebrate successes and advising on areas that need attention or improvement. The Onboarding Success Senior Manager must be able to prioritize both internal and external competing priorities across an assigned book of business to meet stated milestones and due dates.  

Essential Functions (Duties and Responsibilities):  

80% Customer Project Management and Oversight 

• Facilitate and coordinate the day-to-day activities required to ensure the project is completed on time, successfully, and in a manner consistent with organizational goals, departmental policies, and/or the standard terms and conditions of the contract. 

• Manage project status, forecast updates, identify risks to project success and create and maintain a project risk log; develop effective mitigation plans for resolution as early as possible. 

• Define project scope, manage timelines, risk, priorities, and change while aligning to established processes, contractual commitments and meeting project deliverables, goals, and outcomes.  

• Clearly communicate the requirements and commitments (both verbally and in writing) for each project with customers, athenahealth staff and management, ensuring strategic alignment of the project objectives to internal and external teams.  

• Manage client expectations of product and services contracted. 

• Interact with executive leadership to communicate progress, results, risks, and mitigation strategies. 

• Effectively manage escalations by collaborating with internal and external resources to drive positive outcomes for both the customer and athenahealth. 

• Effectively consult with customers on product offerings and baseline workflows. 

• Establish project governance structures, when needed, to ensure alignment with business objectives while driving customer decision making.  

• Accountable for driving customer milestones and outcomes while meeting internal business objectives. 

• Rigorously maintain internal processes/systems, accurate documentation of productivity, and customer specific project timelines, agendas, and minutes 

• Oversee, plan, manage, monitor components of onboarding applicable to area(s) of expertise – supporting project plan maintenance, agenda creation, and successful completion of all related solution delivery work  

• Function as subject matter expert for a wide breadth of complex implementation processes and knowledge areas 

• Accountable for supporting customer and product go-live launches, as needed. 

10% Internal Leadership  

• Assist in the onboarding of new team members and partake in the ongoing education and enablement for existing team members. 

• Participate in leadership sponsored pilots and initiative work as a Subject Matter Expert (SME) to drive outcomes. 

• Encourage others to share lessons learned, be self-aware and maintain a “continuous improvement” attitude. 

10% Internal Professional Development 

• Complete assigned product release training and internal professional development sessions as needed. 

• Actively participate and lead segments of 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 to our customers 

• Make continuous improvement a priority by leveraging experience in advanced project management principles 

Education & Experience Required:  

• Bachelor’s Degree required and relevant Advanced Degree preferred 

• 7+ years of project management experience, including management of projects with significant scope and cross-functional interdependencies 

• Minimum 2 years of being the directly responsible individual for leading a team through complex projects or initiatives 

• Advanced proficiency of Microsoft Office applications, including Outlook, Excel, Word, and PowerPoint 

• Proficiency in Salesforce 

• Up to 50% travel  

Knowledge & Skills:  

• Must demonstrate sound judgement and model acute self-awareness  

• Proven ability to adapt to support a vision/ goal larger than oneself 

• Exhibit strong business etiquette 

• Provide effective feedback, identify, and capitalize on coaching opportunities 

• Must be a self-starter with a strong capacity for working independently, while also serving as an exceptional team player, putting the success of Onboarding Services and athenahealth over individual accolades.  

• 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 leadership and customers in laymen's terms 

• Demonstrates ability to influence and persuade others by challenging the status quo and respectfully consulting with others to drive adoption of change, processes, timelines, and tools 

• Works efficiently, sometimes without complete information, to close gaps and meet the needs of internal and external stakeholders 

• Proven project management experience in complex environments and be able to balance competing projects 

• Quickly Incorporates both positive and constructive feedback for self-improvement 

• Must be a self-starter with the ability to work independently and leverage resources to drive results within a virtual environment 

• Negotiate skillfully, and build consensus, understand the customers business objectives to drive consultative decision making  

Preferred Skills: 

• Healthcare Revenue Cycle Management Experience 

• Clinical Knowledge/Experience 

• External Partner Management/Relationships