What are the responsibilities and job description for the Customer Success People Leader position at Athenahealth?
Join us as we work to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.
The Opportunity:
CSM Small Group Managers lead an operational plan incorporating goals and objectives ensuring athenahealth services and products support our customers’ business objectives while providing continued value to the Customer and driving long-term account satisfaction and growth. The Manager will make certain their direct reports balance their responsibilities to our clients and to the department, while achieving performance expectations. We are responsible for leading the adoption and implementation of policies and procedures that optimize the customer experience and are accountable for customer retention and prevention of churn across our customer base. Ensure direct reports are adhering to expectations of all Operating Mechanisms including Client Activity Tracking, Escalation Tracking, Client Watchlist, Approved Credits, and other goals established by CSM leadership.
Position Summary:
The CSM Small Group Manager will lead and support a team of Customer Success Associates on the First Year Live Team who provide a Best-in-Class Customer Success experience. Success against business goals is carefully monitored through a series of operating mechanisms which create visibility and accountability at all levels of the organization and help us identity best practices and implement process changes to achieve our desired outcomes. We are focused on customer satisfaction and retention through proactive interventions, reactive issue management, and communication of the value of athenahealth services.
Responsibilities may include, but are not limited to:
50% Talent Management / Development
The CSM Small Group, People Manager provides support and coaching to their associates, assists with handling escalated issues, and develops a highly functioning team. As a People Manager, you are the day-to-day contact supporting their activities, performance management and career development
Work across product and operational lines to; identify complex issues, collaborate with internal teams/resources, identify resolutions, and effectively communicate back to our most strategic clients
Lead team members as they drive resolution of complex, technical issues from receipt and clarification through confirmation of successful resolution. Work collaboratively with cross-functional operating teams to ensure appropriate focus and cooperation during all phases
Share information and assign work to link employees' work to athena's vision and market strategy/brand. Establish clear performance expectations and hold people accountable for results
Participate and complete all established department and companywide performance management processes
Provide coaching on performance and adherence to process during 1x1s and team meetings
25% Collections Realization Ramp / Attrition Mitigation / Client Interactions
Drive financial baseline discussions and collections realization goals for new clients ramping up on the athena network.
Understand the status of Customer Satisfaction in your team’s assigned book of business through monthly/quarterly review of Net Promotor Scores (NPS)
Identify opportunities to engage and get involved with complex client interactions to mitigate risk before escalation
As required, build mutual respect with our clients and help them transform their performance through simple, candid, relevant, and insightful interactions
Utilize project management skills to guide CSM in driving resolution for escalated client issues, coordinating internal and external teams as necessary
Coach associates to ensure utilization of all available athenahealth resources including customer support, training, and the client community including analyzing and prioritizing surfaced trends in issues and relaying recommendations of internal resources to address root causes
Provide guidance, resources and support for the development of action plans for customers at-risk of terminating
25% Directly Responsible Individual (DRI) for strategic projects assigned by leadership team
Execute on key projects and initiatives which align to department strategy and drives results
Implement a repeatable, stakeholder driven process to drive outcomes and efficiencies
Contribute to department and corporate boulders through participation in assigned projects and cross-functional initiatives
Manage projects while maintaining a high level of client satisfaction including independently developing, managing and owning overall project plan and timelines for key deliverables
Provide pro-active ideas and ownership of activities which positively impact team members, managers, leadership or cross-functional teams reducing jargon, simplifying processes while driving higher customer success
Education, Experience & Skills Required:
BA/BS or equivalent years’ experience
3-5 years management experience
Demonstrated leadership and the ability to work toward shared goals through teamwork and positive intent
Ability to objectively and subjectively evaluate personnel performance against established goals and comfortably provide feedback to improve performance as needed
The ability to gather relevant information, notice relationships between different pieces of information, reason from cause to effect and generate effective solutions to practical problems
The ability to recognize both internal and external customers and the willingness to co-operate with them fully to help them achieve their objectives
Foundational project management skills and the ability to execute on projects
Extremely well-organized and analytical with an ability to work well under pressure
Manage multiple, simultaneous interactions, ensuring expectations and deliverables are documented and met, key stakeholders are informed, and client satisfaction is achieved
Proficiency with Microsoft Office applications - Outlook, Excel, Word and PowerPoint
Behaviors & Abilities Required:Managers of Customer Success teams should:
Exhibit fantastic interpersonal skills and be strong leaders. They need to be highly organized and have experience directing others. They should also be excellent communicators both orally and in writing
Possess the ability and willingness to develop and leverage a range of productive relationships both inside and outside the team.
Be self-driven, results oriented with a positive outlook - inspire Customer Success across company
Be transparent and honest in a positive, professional and polite manner
Be flexible and change with environment, industry and business demands
Work independently as well as part of an extended, cross-functional team
Take initiative with little to no direction - Creative thinker who can implement and execute innovative solutions
Ability to anticipate project needs and opportunities beyond immediate tasks
Excellent negotiation and problem-solving skills
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-manager
Colorado: https://www.athenahealth.com/salary-range/co-nontech-manager
Hawaii: https://www.athenahealth.com/salary-range/hi-nontech-manager
New Jersey: https://www.athenahealth.com/salary-range/nj-nontech-manager
New York: https://www.athenahealth.com/salary-range/ny-nontech-manager
Washington: https://www.athenahealth.com/salary-range/wa-nontech-manager
About athenahealth
Here’s our v ision: To create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.
What’s unique about our locations?
From an historic, 19 th 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: W e 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 . W hile 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 taoperations@athenahealth.com for assistance.
https://www.athenahealth.com/careers/equal-opportunity
The Opportunity:
CSM Small Group Managers lead an operational plan incorporating goals and objectives ensuring athenahealth services and products support our customers’ business objectives while providing continued value to the Customer and driving long-term account satisfaction and growth. The Manager will make certain their direct reports balance their responsibilities to our clients and to the department, while achieving performance expectations. We are responsible for leading the adoption and implementation of policies and procedures that optimize the customer experience and are accountable for customer retention and prevention of churn across our customer base. Ensure direct reports are adhering to expectations of all Operating Mechanisms including Client Activity Tracking, Escalation Tracking, Client Watchlist, Approved Credits, and other goals established by CSM leadership.
Position Summary:
The CSM Small Group Manager will lead and support a team of Customer Success Associates on the First Year Live Team who provide a Best-in-Class Customer Success experience. Success against business goals is carefully monitored through a series of operating mechanisms which create visibility and accountability at all levels of the organization and help us identity best practices and implement process changes to achieve our desired outcomes. We are focused on customer satisfaction and retention through proactive interventions, reactive issue management, and communication of the value of athenahealth services.
Responsibilities may include, but are not limited to:
50% Talent Management / Development
The CSM Small Group, People Manager provides support and coaching to their associates, assists with handling escalated issues, and develops a highly functioning team. As a People Manager, you are the day-to-day contact supporting their activities, performance management and career development
Work across product and operational lines to; identify complex issues, collaborate with internal teams/resources, identify resolutions, and effectively communicate back to our most strategic clients
Lead team members as they drive resolution of complex, technical issues from receipt and clarification through confirmation of successful resolution. Work collaboratively with cross-functional operating teams to ensure appropriate focus and cooperation during all phases
Share information and assign work to link employees' work to athena's vision and market strategy/brand. Establish clear performance expectations and hold people accountable for results
Participate and complete all established department and companywide performance management processes
Provide coaching on performance and adherence to process during 1x1s and team meetings
25% Collections Realization Ramp / Attrition Mitigation / Client Interactions
Drive financial baseline discussions and collections realization goals for new clients ramping up on the athena network.
Understand the status of Customer Satisfaction in your team’s assigned book of business through monthly/quarterly review of Net Promotor Scores (NPS)
Identify opportunities to engage and get involved with complex client interactions to mitigate risk before escalation
As required, build mutual respect with our clients and help them transform their performance through simple, candid, relevant, and insightful interactions
Utilize project management skills to guide CSM in driving resolution for escalated client issues, coordinating internal and external teams as necessary
Coach associates to ensure utilization of all available athenahealth resources including customer support, training, and the client community including analyzing and prioritizing surfaced trends in issues and relaying recommendations of internal resources to address root causes
Provide guidance, resources and support for the development of action plans for customers at-risk of terminating
25% Directly Responsible Individual (DRI) for strategic projects assigned by leadership team
Execute on key projects and initiatives which align to department strategy and drives results
Implement a repeatable, stakeholder driven process to drive outcomes and efficiencies
Contribute to department and corporate boulders through participation in assigned projects and cross-functional initiatives
Manage projects while maintaining a high level of client satisfaction including independently developing, managing and owning overall project plan and timelines for key deliverables
Provide pro-active ideas and ownership of activities which positively impact team members, managers, leadership or cross-functional teams reducing jargon, simplifying processes while driving higher customer success
Education, Experience & Skills Required:
BA/BS or equivalent years’ experience
3-5 years management experience
Demonstrated leadership and the ability to work toward shared goals through teamwork and positive intent
Ability to objectively and subjectively evaluate personnel performance against established goals and comfortably provide feedback to improve performance as needed
The ability to gather relevant information, notice relationships between different pieces of information, reason from cause to effect and generate effective solutions to practical problems
The ability to recognize both internal and external customers and the willingness to co-operate with them fully to help them achieve their objectives
Foundational project management skills and the ability to execute on projects
Extremely well-organized and analytical with an ability to work well under pressure
Manage multiple, simultaneous interactions, ensuring expectations and deliverables are documented and met, key stakeholders are informed, and client satisfaction is achieved
Proficiency with Microsoft Office applications - Outlook, Excel, Word and PowerPoint
Behaviors & Abilities Required:Managers of Customer Success teams should:
Exhibit fantastic interpersonal skills and be strong leaders. They need to be highly organized and have experience directing others. They should also be excellent communicators both orally and in writing
Possess the ability and willingness to develop and leverage a range of productive relationships both inside and outside the team.
Be self-driven, results oriented with a positive outlook - inspire Customer Success across company
Be transparent and honest in a positive, professional and polite manner
Be flexible and change with environment, industry and business demands
Work independently as well as part of an extended, cross-functional team
Take initiative with little to no direction - Creative thinker who can implement and execute innovative solutions
Ability to anticipate project needs and opportunities beyond immediate tasks
Excellent negotiation and problem-solving skills
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-manager
Colorado: https://www.athenahealth.com/salary-range/co-nontech-manager
Hawaii: https://www.athenahealth.com/salary-range/hi-nontech-manager
New Jersey: https://www.athenahealth.com/salary-range/nj-nontech-manager
New York: https://www.athenahealth.com/salary-range/ny-nontech-manager
Washington: https://www.athenahealth.com/salary-range/wa-nontech-manager
About athenahealth
Here’s our v ision: To create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.
What’s unique about our locations?
From an historic, 19 th 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: W e 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 . W hile 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 taoperations@athenahealth.com for assistance.
https://www.athenahealth.com/careers/equal-opportunity
