Customer Success Associate, Enterprise

The Opportunity:

The Customer Success Organization is focused 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 goal of fostering high performing, satisfied customers. We proactively identify at-risk clients and collaborate across product and operational lines as we tenaciously pursue solutions and advocate for our clients. The Customer Success Associate acts in a consultative manner across an assigned book of business to ensure clients optimize financial and clinical performance using existing athenaOne products and services.

The Customer Success Associate is a driven achiever who loves personal and professional challenges. You thrive on solving complex problems and interacting with customers. You are calm under pressure and manage the details of multiple, time-sensitive projects with competing priorities.

Position Summary:

As a Customer Success Associate 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. You will assist with complex and business critical issues while driving a cycle of continuous improvement by researching and championing root cause resolution. You will be responsible for interfacing with clients remotely and should be comfortable interacting virtually.

Responsibilities may include, but are not limited to:

50% Mitigate attrition risk:

• Triage incoming client issue submissions – clarifying requests and gathering pertinent information. Issues presented to CS Associate via multiple channels; typically client outreach directly to CS Associate and/or proactive identification by CS Associate or other athena team. CS Associate is responsible for asking probing questions, troubleshooting, identifying trends, ensuring that all pertinent information/recommendations between the client and athena teams are completely gathered during the issue management process. CS Associate is then responsible for ensuring the issue gets to the correct team and appropriately resolved.

• Work collaboratively with teammates to assign complex issues (involving multiple athena teams involvement, has C-suite or Senior Leadership involvement, or is requiring immediate escalation due to large business impact) to appropriate operational team resources and manage them to resolution. CS Associate is responsible for ensuring issues are ‘project managed’ internally, and for outreach to stakeholders and management of client facing communication.

• Apply project management skills working with the athena CS team to prioritize and drive resolution for escalated client issues owning the issue from a customer perspective through ongoing communication while collaborating with internal team to ensure resolution meets client needs

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

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

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

50% Develop and maintain strong client relationships

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

• Ability to build and maintain effective internal and external relationships even when faced with challenging client relationships.

• Contribute to prescriptive strategic planning and operational performance review sessions with clients to review practice performance and map business goals to identified value-drivers framework

• Match identified performance improvement opportunities and athenaNet functionality to mitigate risks to a client meeting their stated business goals

• Ensure ongoing adoption of athenahealth’s suite of products

Education, Experience, & Skills Required:

• Bachelor’s degree preferred

• 2 - 3 years of professional experience including working knowledge of healthcare revenue cycle and/or EMR in a sales, services, or operations role.

• Proven ability to influence both customers and internal stakeholders

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

• Excellent listening skills and use of discovery questions

• Strong communication skills, both written and verbal

• Basic analytical skills and comfort working with data

Preferred requirements

• CRM Experience (specifically, Salesforce.com)

• Experience with and knowledge of athenaOne services with a deeper expertise in one or more services

• Service and relationship experience with athena clients

Behaviors & Abilities Required:

About athenahealth

Here’s our vision: To create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.  

What’s unique about our locations? 
From an historic, 19th 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: We 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. While 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 [email protected] for assistance.