Senior Manager, Onsite Training & People Leadership

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

Onsite Training Senior Manager

Position Summary

The Onsite Training (OT) Senior Manager is a leader on the athena Onsite Training team within our Customer Success division. You will oversee a team of training experts for our athenaOne products and services and support your team in providing best-in-class onsite support to our clients during their implementation. The OT Senior Manager also plays a role in supporting our largest and most complex customer go-lives to ensure a strong training strategy and to ensure our team’s success.

The OT Senior Manager helps the OT Director manage and plan for OT team processes and process improvement. They must have the professional presence, judgment, and influencing skills needed to guide client leadership to achieve optimal adoption of and maximum value from athenahealth products and services.

The ideal candidate must possess the ability to build strong customer relationships and deliver customer-centric solutions. You can find creative ways to execute even when the solution may not be clear. You can clearly convey messages by understanding the unique needs of different audiences. You gain the confidence and trust of others through honesty, integrity, and authenticity. You are able to serve as a leader amongst leaders.

About the Team

Our Onsite Training team provides onsite training and support for clients during their “go-live” period, which encompasses the formative first weeks of a client’s transition to athenahealth products. Onsite support occurs at client healthcare organizations throughout the United States and its territories. Onsite Training is within the Coaching and Training Services organization, which is focused on customer performance.

Travel Requirements

This role requires some level of travel, as onsite events are held at client locations throughout the United States. Managers are typically deployed to onsite projects to oversee high volumes of resources onsite. Travel demands fluctuate based on client needs and may require travel on short notice and sometimes on weekends or holidays.

Essential Job Responsibilities

50% People Management

• Manage team of 10–15 high-travel direct report OT Trainers, overseeing timesheet and expense submission and other administrative tasks on a weekly basis
• Manage OT ICMs as they complete project work and assigned content collateral duties, ensuring deadlines and assignment expectations are met
• Coordinate with team on direct reports’ project assignments and work with the Resource Deployment team
• Support newly hired direct reports with 30-, 60-, and 90-day check-ins
• Provide support to direct reports through 1:1s, bi-annual calibration, and career coaching conversations
• Support other team events, including the annual onsite Summit

Additional Job Responsibilities

25% Client Management

• Work with large clients throughout the year to support their training workstream and consult on onsite training strategy and approach
• Travel to key client go-lives to oversee OT team members onsite

25% Process Management

• Help the OT Director develop plans and processes for the OT team and successfully implement those systems across the team and with stakeholder and partner teams such as Onboarding, Voice of the Customer, Sales, and others
• Support team functions and continuous improvement through ownership of an area of responsibility, which could include:
  • Team onboarding oversight
  • Vendor coordination
  • Volunteer coordination
  • Quality assurance and department KPIs/metrics
  • Remote and non-traditional productive support

Expected Education & Experience

• Bachelor’s degree
• 8+ years of experience in onboarding, implementation, or professional services
• People management experience required
• Experience in a client-focused, fast-paced environment preferred
• Project management expertise with the ability to oversee multiple complex projects simultaneously
• Ability to conduct thorough needs analysis to scope program development
• Working knowledge of the revenue cycle and/or exposure to EHR/EMR in a sales, service, or implementation capacity for physician practices, hospitals, or health systems preferred; athenaOne experience preferred
• Experience or expertise with applications including, but not limited to, MS Office Suite and major web browsers (e.g., Internet Explorer, Chrome)

Expected Compensation

The base salary range shown reflects the full range for this role from minimum to maximum. At athenahealth, base pay depends on multiple factors, including job-related experience, relevant knowledge and skills, how your qualifications compare to others in similar roles, and geographical market rates.  Base pay is only one part of our competitive Total Rewards package - depending on role eligibility, we offer both short and long-term incentives by way of an annual discretionary bonus plan, variable compensation plan, and equity plans.