What are the responsibilities and job description for the Customer Success Support Specialist 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:
The Customer Success Organization is focused on helping athena’s medium sized 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, 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 a Customer Success Senior Associate you will be responsible for providing support to some of our largest Orthopedic customers in partnership in conjunction with a Senior Customer Success Management. Th e Customer Success Senior Associate will not be the primary account owner, but will play a key role in ensuring the customer views our team as a trusted advisor and business partner. The Customer Success Senior Associate will work closely with the Senior Manager & customer executives to understand their business model, current challenges and goals and leverages network insights that drives optimal financial and operational performance. The Senior Associate will play a key role in project management & support of key projects to :
M itigate risks
P roactively identif y how athena’s features add value to t heir business
A chiev e priorities & resolv e pain points.
Responsibilities may include, but are not limited to:
70% Develop and maintain a strong relationship with customer’s operational leadership
Support Senior Customer Success Manager to drive customer satisfaction and revenue retention within supported book of accounts
Assist in supporting a success plan for each customer that aligns with their business goals and coordinate appropriate internal domain experts for delivery including partnering with training, consulting, and support teams to ensure the customer is successful
Effectively network and build trusting relationships with customer operational leadership including the support of performance reviews & project management
Collaborate with Senior Customer Success Manager to p roactively anticipate and identify risks, opportunities, and impact on customer satisfaction and retention and initiate appropriate mitigations.
Maintain day-to-day relationships with assigned Senior Manager (s) by collecting and clarifying information with all impacted parties, communicating project or program plans and progress, and responding to customer questions and requests.
Maintain a comprehensive understanding of shifting business challenges faced by customers and common objectives and appropriately map those to the value proposition of their purchased athenahealth functionality to address their needs
Ensure ongoing adoption of a customer’s existing athenahealth products
Raise opportunities for growth to the account’s Account Executive
Maintain an understanding of and ability to discuss changes in the healthcare industry and marketplace
Provide transparency into the Product Roadmap and the Voice of the Customer process and support an accurate impact assessment and setting expectations with customer leadership including having difficult conversations when functionality is not on the product roadmap
Partner with Senior Customer Success Manager to ensure overall success of all customer selected quality programs
30% Drive Initiatives and Mitigate Risk & Issue Management
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
Education, Experience, & Skills Required:
Bachelor’s Degree preferred
3--5 years of professional experience including working knowledge of healthcare revenue cycle and/or EMR in a sales, services, or operations role
Executive-level communication and interpersonal skills, with the ability to effectively navigate and mediate conflict and foster honest dialogue
Behaviors & Abilities Required:
Ability to work independently as well as part of an extended, cross-functional team
Manage customer relationship ensuring expectations and deliverables are documented and met, key stakeholders are informed and customer satisfaction is achieved
Strong project management skills are a plus
Orthopedic /Physical Therapy experience is a plus
Experience with healthcare platforms (athenaOne, Cerner, eCW ) are a plus
Self-driven, results-oriented with a positive outlook
Proactively manage issues and communications
Ability to identify work prioritization and guide others
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
Skilled at driving to success regardless of individual level of subject matter expertise.
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:
The Customer Success Organization is focused on helping athena’s medium sized 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, 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 a Customer Success Senior Associate you will be responsible for providing support to some of our largest Orthopedic customers in partnership in conjunction with a Senior Customer Success Management. Th e Customer Success Senior Associate will not be the primary account owner, but will play a key role in ensuring the customer views our team as a trusted advisor and business partner. The Customer Success Senior Associate will work closely with the Senior Manager & customer executives to understand their business model, current challenges and goals and leverages network insights that drives optimal financial and operational performance. The Senior Associate will play a key role in project management & support of key projects to :
M itigate risks
P roactively identif y how athena’s features add value to t heir business
A chiev e priorities & resolv e pain points.
Responsibilities may include, but are not limited to:
70% Develop and maintain a strong relationship with customer’s operational leadership
Support Senior Customer Success Manager to drive customer satisfaction and revenue retention within supported book of accounts
Assist in supporting a success plan for each customer that aligns with their business goals and coordinate appropriate internal domain experts for delivery including partnering with training, consulting, and support teams to ensure the customer is successful
Effectively network and build trusting relationships with customer operational leadership including the support of performance reviews & project management
Collaborate with Senior Customer Success Manager to p roactively anticipate and identify risks, opportunities, and impact on customer satisfaction and retention and initiate appropriate mitigations.
Maintain day-to-day relationships with assigned Senior Manager (s) by collecting and clarifying information with all impacted parties, communicating project or program plans and progress, and responding to customer questions and requests.
Maintain a comprehensive understanding of shifting business challenges faced by customers and common objectives and appropriately map those to the value proposition of their purchased athenahealth functionality to address their needs
Ensure ongoing adoption of a customer’s existing athenahealth products
Raise opportunities for growth to the account’s Account Executive
Maintain an understanding of and ability to discuss changes in the healthcare industry and marketplace
Provide transparency into the Product Roadmap and the Voice of the Customer process and support an accurate impact assessment and setting expectations with customer leadership including having difficult conversations when functionality is not on the product roadmap
Partner with Senior Customer Success Manager to ensure overall success of all customer selected quality programs
30% Drive Initiatives and Mitigate Risk & Issue Management
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
Education, Experience, & Skills Required:
Bachelor’s Degree preferred
3--5 years of professional experience including working knowledge of healthcare revenue cycle and/or EMR in a sales, services, or operations role
Executive-level communication and interpersonal skills, with the ability to effectively navigate and mediate conflict and foster honest dialogue
Behaviors & Abilities Required:
Ability to work independently as well as part of an extended, cross-functional team
Manage customer relationship ensuring expectations and deliverables are documented and met, key stakeholders are informed and customer satisfaction is achieved
Strong project management skills are a plus
Orthopedic /Physical Therapy experience is a plus
Experience with healthcare platforms (athenaOne, Cerner, eCW ) are a plus
Self-driven, results-oriented with a positive outlook
Proactively manage issues and communications
Ability to identify work prioritization and guide others
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
Skilled at driving to success regardless of individual level of subject matter expertise.
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
