Director, Customer Success - Enterprise Service Tier
: Job Details :

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

Director, Customer Success - Enterprise Service Tier

• This position has the opportunity to be based remotely for the right candidate.

We are looking for a Director of Customer Success Management within the Enterprise Service Tier in the Customer Success division. Your job will be to lead a team of CSMs to build and manage effective relationships with one or more of our largest and most strategic customers. You will be responsible for ensuring the complete post-sale success and satisfaction of your customer(s) by establishing yourself and your CSMs as trusted, knowledgeable advisors and business partners for their operational leadership. You will be a member of the Enterprise CSM leadership team and expected to collaborate with your colleagues to strengthen our ability to serve our customers and help them optimize their success with athena.

The most effective CSM leaders possess a mix of product and industry knowledge, an innovative problem-solving mindset, client relationship management skills, and the ability to inspire action with a strong business case. Our team-based approach offers you the opportunity to leverage and share your strengths in these areas while tapping into your colleagues to develop your skills in the other areas. We are a teaching and learning culture focused on making our customers successful.

The Team

The Enterprise CSM team works with our largest customers, both Providers and Payers. As a leader on the team, you will have the opportunity to influence the satisfaction and performance of these strategic customers, and athena's effectiveness in addressing the fragmentation that exists across the healthcare system.

Job Responsibilities

• Ensure customer satisfaction (NPS), retention, and attainment of revenue targets for your assigned book of business.
• Develop and maintain strong executive relationships with your customers, who are amongst athena's largest and most strategic customers.
• Develop and evolve processes and best practices to ensure that CSMs are effective at building trusting relationships with leaders and driving strategic alignment between their customers and athena, including partnership meetings and executive touchpoints.
• Work with teams across athena to address strategic and systemic issues and challenges to improve the effectiveness of the athena solution for our customers.
• For each customer, ensure that a long-term success plan is in place and being executed in alignment with their business goals.
• Assess and prioritize issues that may lead to client attrition risk, leveraging internal domain expertise to ensure a strong mitigation plan is in place.
• Work with other CSM leaders to ensure that we are capitalizing on collaboration opportunities across all areas of the business to deliver shared value to customers.

Typical Qualifications

• Bachelor's Degree preferred
• 7-10 years of professional experience, including working knowledge in revenue cycle and/or electronic health records in a sales, service, or operations role
• People management experience in a sales or customer service/support role

Additional Qualifications

• Executive-level communication, interpersonal skills, and the ability to effectively navigate conflict
• Ability to work independently and as a member of an extended, cross-functional team

About athenahealth

Our Vision: To create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.

Our Location: This role will be based remotely or in any of our U.S offices.

Our Culture: At athenahealth, our employees (or “athenistas”) are committed to making healthcare smarter. Our success is dependent on the diversity, collective spirit, and contributions of our people, clients and partners. We value teamwork and believe that the strength of our team comes from supporting each other and leveraging our specialized skills. If you are looking for a company that will enable you to work outside of your comfort zone to transform the healthcare ecosystem, athenahealth is the place for you.

Our Perks: Along with health & financial benefits, our athenistas are offered a variety of perks that promote employee wellbeing such as commuter support, collaborative workspaces and dog-friendly offices - just to name a few.

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 ...@athenahealth.com for assistance.

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