Customer Success Senior Associate, Group

Senior Customer Success Associate

Join us as we work to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.

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 practice owners, executives, providers, billers and other customer stakeholders, communicating the value of our services in the context of customers' business goals with the goal of retaining and growing our customers. We identify risks to customer satisfaction proactively and collaborate across the entire athena organization and ecosystem to tenaciously pursue solutions and advocate for our customers. The Senior Customer Success 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.

As a Customer Success Manager (CSM) you will be responsible for ensuring the complete post-sale success and satisfaction of your assigned book of athenahealth customers. You will have ultimate responsibility for customer satisfaction, optimization, revenue retention, and growth within your assigned book of accounts.

Responsibilities may include, but are not limited to :

• Proactively coach, advise and enable customers to achieve optimal performance on the athena platform
• Create a shared, proactive success plan and strategy for each customer that aligns with their business goals and individual needs
• Coordinate appropriate internal domain experts to assist customers in getting the most from their investment in athena, including training, consulting, product, and support teams
• Effectively network and build trusting relationships with customer operational leadership including conducting a regular cadence of performance reviews
• Build and cultivate strong C-level and decision-maker relationships to ensure alignment with organizational goals and shared initiatives for improvement
• Use and monitor specialty-specific network benchmarks and insights to identify opportunities for improvement and recommend appropriate configuration and workflow best practices
• Maintain regular call and communication cadences with assigned customer(s) to ensure progress to goals and responsiveness to client needs, projects, plans, 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 and readiness for new features and enhancements as part of athena's release schedule
• 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, identifying and facilitating opportunities for customers to improve their efficiency or effectiveness by leveraging new or planned enhancement, and to participate in shaping the future of our platform to better meet their needs
• Partner with customer leadership to ensure overall success of all customer selected quality and VBC programs

Drive outstanding customer experiences through speedy issue resolution and a pervasive customer obsession mentality

Education, Experience, & Skills Required :

Behaviors & Abilities Required :