Job Description

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

Customer Success Specialist, Small Group   

 
We are looking for a Customer Success Specialist to join our Customer Success Management division. Your job will be to manage customer issues by engaging the proper support team or resource that can lead to resolution as well as to build and manage effective relationships with our smaller independent medical practice customers. You will be responsible for ensuring the complete post-sale success and satisfaction of a portfolio of athenahealth customers through establishing yourself as a trusted advisor and business partner. But enough about us; let’s talk about you.  

You have healthcare industry market knowledge. You excel at communicating effectively and ensuring accountability for yourself and your team. Your interpersonal savvy helps you develop and maintain relationships both within and outside of our organization. You are self-driven, results-oriented, and an empathic communicator.

The Team: The Customer Success Management Organization is focused on helping clients derive the full value of their athena services. We build and manage relationships with customers across a network-enabled service, communicating the value of our services in the context of customers’ business goals with the objective of fostering high performing, satisfied customers. We identify at-risk clients proactively and collaborate across product and operational lines as we tenaciously pursue solutions and advocate for our clients. 

Job Responsibilities

• Primary ownership and accountability for customer satisfaction and retention within assigned accounts 

• Build and maintain effective relationships even when faced with challenging partnerships

• Act as a liaison for athena support teams, through effective project management, driving progress toward a resolution for short- and long-term issues 

• Leverage subject matter experts to address customer performance, satisfaction, or risk in their portfolio of clients 

• Coach customers to ensure they are leveraging all available athenahealth best practices and resources including customer support, training, and our client community 

• Identify and evaluate early indicators of attrition risk and use personal judgement to assess client attrition risk then engage appropriate internal resources to mitigate 

• Support ad hoc projects as needed with tier wide impact (e.g., dormant accounts, term period, pilots etc.) 

Typical Qualifications  

• 2-3 years of professional experience or equivalent combination of experience and education 

• Proven ability to influence both customers and internal stakeholders 

• Knowledge of Microsoft Office tools, and CRM resources (e.g., Salesforce, Gainsight, etc) 

• Proven ability to manage and prioritize multiple projects while paying strict attention to detail 

• Comfortable working in ambiguous settings with little direction 

• Demonstrates critical thinking skills to understand business issues relevant to the client and raises to appropriate levels 

• Excellent verbal and written communication skills and use of discovery questions 

• Ability to manage multiple, simultaneous client interactions 

• Exceptional customer service and teamwork skills are essential 

For candidates located in California, Colorado, New York City, and Westchester County (NY), please visit the following link for pay range information:  

California:

Colorado:

New York:

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.

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