Manager, Customer Success Management
: Job Details :

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

The Opportunity:

CSM Small Group Managers lead an operational plan incorporating goals and objectives ensuring athenahealth services and products support our customers' business objectives while providing continued value to the Customer and driving long-term account satisfaction and growth. The Manager will make certain their direct reports balance their responsibilities to our clients and to the department, while achieving performance expectations. We are responsible for leading the adoption and implementation of policies and procedures that optimize the customer experience and are accountable for customer retention and prevention of churn across our customer base. Ensure direct reports are adhering to expectations of all Operating Mechanisms including Client Activity Tracking, Escalation Tracking, Client Watchlist, Approved Credits, and other goals established by CSM leadership.

Position Summary:

The CSM Small Group Manager will lead and support a team of Customer Success Associates who provide a Best-in-Class Customer Success experience. Success against business goals is carefully monitored through a series of operating mechanisms which create visibility and accountability at all levels of the organization and help us identify best practices and implement process changes to achieve our desired outcomes. We are focused on customer satisfaction and retention through proactive interventions, reactive issue management, and communication of the value of athenahealth services.

Responsibilities may include, but are not limited to:

Talent Management / Development: The CSM Small Group, People Manager provides support and coaching to their associates, assists with handling escalated issues, and develops a highly functioning team. As a People Manager, you are the day-to-day contact supporting their activities, performance management, and career development.

Work across product and operational lines to identify complex issues, collaborate with internal teams/resources, identify resolutions, and effectively communicate back to our most strategic clients.

Lead team members as they drive resolution of complex, technical issues from receipt and clarification through confirmation of successful resolution. Work collaboratively with cross-functional operating teams to ensure appropriate focus and cooperation during all phases.

Share information and assign work to link employees' work to athena's vision and market strategy/brand. Establish clear performance expectations and hold people accountable for results.

Participate and complete all established department and companywide performance management processes.

Provide coaching on performance and adherence to process during 1x1s and team meetings.

About athenahealth

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

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.

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.

Equal Opportunity

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