Join us as we work to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.
Customer Success Specialist, Small Group
We are looking for a Customer Success Specialist to join our Customer Success Management division. Your job will be to manage customer issues by engaging the proper support team or resource that can lead to resolution as well as to build and manage effective relationships with our smaller independent medical practice customers. 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. But enough about us; let’s talk about you.
You have healthcare industry market knowledge. You excel at communicating effectively and ensuring accountability for yourself and your team. Your interpersonal savvy helps you develop and maintain relationships both within and outside of our organization. You are self-driven, results-oriented, and an empathic communicator.
The Team: The Customer Success Management Organization is focused on 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 objective of fostering high performing, satisfied customers. We identify at-risk clients proactively and collaborate across product and operational lines as we tenaciously pursue solutions and advocate for our clients.
Job Responsibilities
Primary ownership and accountability for customer satisfaction and retention within assigned accounts
Build and maintain effective relationships even when faced with challenging partnerships
Act as a liaison for athena support teams, through effective project management, driving progress toward a resolution for short- and long-term issues
Leverage subject matter experts to address customer performance, satisfaction, or risk in their portfolio of clients
Coach customers to ensure they are leveraging all available athenahealth best practices and resources including customer support, training, and our client community
Identify and evaluate early indicators of attrition risk and use personal judgement to assess client attrition risk then engage appropriate internal resources to mitigate
Support ad hoc projects as needed with tier wide impact (e.g., dormant accounts, term period, pilots etc.)
Typical Qualifications
2-3 years of professional experience or equivalent combination of experience and education
Proven ability to influence both customers and internal stakeholders
Knowledge of Microsoft Office tools, and CRM resources (e.g., Salesforce, Gainsight, etc)
Proven ability to manage and prioritize multiple projects while paying strict attention to detail
Comfortable working in ambiguous settings with little direction
Demonstrates critical thinking skills to understand business issues relevant to the client and raises to appropriate levels
Excellent verbal and written communication skills and use of discovery questions
Ability to manage multiple, simultaneous client interactions
Exceptional customer service and teamwork skills are essential
For candidates located in California, Colorado, New York City, and Westchester County (NY), please visit the following link for pay range information:
California: https://www.athenahealth.com/salary-range/ca-nontech-associate
Colorado: https://www.athenahealth.com/salary-range/co-nontech-associate
New York: https://www.athenahealth.com/salary-range/ny-nontech-associate
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 taoperations@athenahealth.com for assistance.
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