Customer Success People Leader

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 on the First Year Live Team 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 identity 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: 
50% 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

25% Collections Realization Ramp / Attrition Mitigation / Client Interactions 

• Drive financial baseline discussions and collections realization goals for new clients  ramping up on the athena network.
• Understand the status of Customer Satisfaction in your team’s assigned book of business through monthly/quarterly review of Net Promotor Scores (NPS) 
• Identify opportunities to engage and get involved with complex client interactions to mitigate risk before escalation 
• As required, build mutual respect with our clients and help them transform their performance through simple, candid, relevant, and insightful interactions 
• Utilize project management skills to guide CSM in driving resolution for escalated client issues, coordinating internal and external teams as necessary 
• Coach associates to ensure utilization of all available athenahealth resources including customer support, training, and the client community including analyzing and prioritizing surfaced trends in issues and relaying recommendations of internal resources to address root causes 

• Provide guidance, resources and support for the development of action plans for customers at-risk of terminating 

25% Directly Responsible Individual (DRI) for strategic projects assigned by leadership team 

• Execute on key projects and initiatives which align to department strategy and drives results 
• Implement a repeatable, stakeholder driven process to drive outcomes and efficiencies 
• Contribute to department and corporate boulders through participation in assigned projects and cross-functional initiatives 
• Manage projects while maintaining a high level of client satisfaction including independently developing, managing and owning overall project plan and timelines for key deliverables 
• Provide pro-active ideas and ownership of activities which positively impact team members, managers, leadership or cross-functional teams reducing jargon, simplifying processes while driving higher customer success 

Education, Experience & Skills Required: 

• BA/BS or equivalent years’ experience 
• 3-5 years management experience 
• Demonstrated leadership and the ability to work toward shared goals through teamwork and positive intent 
• Ability to objectively and subjectively evaluate personnel performance against established goals and comfortably provide feedback to improve performance as needed 
• The ability to gather relevant information, notice relationships between different pieces of information, reason from cause to effect and generate effective solutions to practical problems 
• The ability to recognize both internal and external customers and the willingness to co-operate with them fully to help them achieve their objectives 
• Foundational project management skills and the ability to execute on projects 
• Extremely well-organized and analytical with an ability to work well under pressure 
• Manage multiple, simultaneous interactions, ensuring expectations and deliverables are documented and met, key stakeholders are informed, and client satisfaction is achieved 
• Proficiency with Microsoft Office applications - Outlook, Excel, Word and PowerPoint 

Behaviors & Abilities Required: 

Managers of Customer Success teams should: 

• Exhibit fantastic interpersonal skills and be strong leaders. They need to be highly organized and have experience directing others. They should also be excellent communicators both orally and in writing 
• Possess the ability and willingness to develop and leverage a range of productive relationships both inside and outside the team. 
• Be self-driven, results oriented with a positive outlook - inspire Customer Success across company 
• Be transparent and honest in a positive, professional and polite manner 
• Be flexible and change with environment, industry and business demands 
• Work independently as well as part of an extended, cross-functional team 
• Take initiative with little to no direction - Creative thinker who can implement and execute innovative solutions 
• Ability to anticipate project needs and opportunities beyond immediate tasks 
• Excellent negotiation and problem-solving skills  
• Empathic communicator with a consultative approach, able to see things from other person's point of view 

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

California: https://www.athenahealth.com/salary-range/ca-nontech-manager 

Colorado: https://www.athenahealth.com/salary-range/co-nontech-manager 

Hawaii: https://www.athenahealth.com/salary-range/hi-nontech-manager 

New Jersey: https://www.athenahealth.com/salary-range/nj-nontech-manager 

New York: https://www.athenahealth.com/salary-range/ny-nontech-manager 

Washington: https://www.athenahealth.com/salary-range/wa-nontech-manager 

https://www.athenahealth.com/careers/equal-opportunity