Customer Success Specialty Program, Senior Manager

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

Position Summary:

The Customer Success Specialty Program Senior Manager is responsible for driving performance laterally throughout the organization via knowledge dissemination, specialty advocacy, and specialty performance tracking. They will achieve this by partnering with the Product Strategy Specialty Market Leads, and others, to create a thread of excellence between Product, Marketing, Sales, Onboarding, TES, Customer Care, CaTS, and across all three Customer Success service tiers specific to their specialty (e.g., Women's Health, BH, Urgent Care, FQHC, ASC, Ortho). This lateral connection will improve the continuity of experience that each customer receives and ensures that "Specialty" is represented. This role works to drive accountability and engagement of our internal teams to ensure customers are seen through multiple lenses and receive optimal care for their specific needs.

The Operations Program Managers reporting to the Executive Director are the dedicated, cross-functional leaders in the Operations organization for an assigned specialty, product, or service stream, and responsible for the long-term growth and success of their business line. As experts in their area of focus, they help the organization with market strategy, and how to evolve our products and services with the market, to achieve optimal growth and customer retention. They must influence and lead a cross-functional team of DRIs who are responsible for enabling the broader organization to uniquely support prospects and customers. The Operations Program Managers are the de facto experts and ultimate authority on best in industry configurations. They are tasked with creating an employee knowledge certification program that refreshes with regularity. Specialty Program Managers work to ensure Operations is connected to deliver results that are positively felt by our customer base and impactful to our organization.

50% Customer Management

• Develop a perspective on the Specialty market opportunity, approach, and business growth goals.
• Collaborate with and influence a cross-functional Specialty leadership team.
• Influence Specialty business metrics scorecard and growth goals and leading progress readouts to the broader organization via quarterly business reviews (QBR).
• Support the development and maintenance of a specialty-specific product roadmap and partner strategy.
• Support product market launches as part of a cross functional team.
• Partner with Specialty Market Lead (Product/Mkt) to understand product roadmap, strategic gaps, and advocate for enhancements. Facilitate information dissemination and adoption of new features. Create customer-facing specialty roadmaps to be presented to customers.
• Provide feedback on how messaging points are being received in-market, understand ongoing targeted market outreach. Collaborate to drive customer and prospect communications.
• Help articulate specialty support model to improve deal velocity. Support prospect questions.
• Understand training journey and provide insight into training opportunities and guidance on where to invest in additional training. Act as an SME for training content.
• Manage user groups and community pages for specialty.
• Maintain onboarding playbooks as features are updated in collaboration with onboarding specialty leads. Provide perspectives from Customer experiences post-live. Facilitate reporting on implementations through lens of resource allocation (people and playbooks), readiness of badged resources, recent post-live successes.
• Surface opportunities to address issues across multiple Customers (Rules, RCM performance).
• Surface opportunities to optimize case management process and inform agent training.
• Facilitate information exchange between Customer Success Managers (CSM) and service tier teams.

25% Communicate strategy and create feedback loops between Operations and Product

• Work with your team to partner with product leaders and high-level executives to influence their product strategy and shape the vision of athenahealth products.
• Educate and inspire cross functional teams with the latest emerging market trends, direct customer feedback and analysis to elevate athenahealth's overall product capabilities and offerings.
• Evaluate and help to respond to top product optimization opportunities from clients, support resolution of product related prospect & client escalations.

10% Ensure product/market fit for new and existing products

• Inform the development of content and communication for the product launch strategy.
• Assist in executing the go-to-market strategy for new product launches, including coordination of client engagement, feedback, and contracting.
• Support value proposition (including development of market-facing proof points), packaging, pricing framework and P&L where applicable.

Education & Experience Required:

• Bachelor's Degree Preferred
• 3-5 years' experience as a project manager or program lead, supporting one of the designated 6 specialties and must be at the manager cohort or above for consideration.
• 5-8 years of relevant experience in Professional Services, Sales, Customer Support, or Customer Success Management.
• Strong proficiency in Microsoft Office Suite, specifically Excel, Word, and PowerPoint.
• Ability to travel 10-15% nationwide.

Knowledge & Skills:

• Demonstrated project management and presentation skills.
• Demonstrated strong written and verbal communication skills.
• Proven ability to influence both customers and internal stakeholders.
• Proven ability to manage and prioritize multiple projects while paying strict attention to detail.
• Excellent listening skills and use of discovery questions.
• Comfortable handling difficult and escalated conversations with internal and external stakeholders.
• Ability to self-manage and participate effectively as part of an extended, cross-functional team.
• Strong communication skills, including the ability to influence senior executives and lead presentations to external audiences.
• Creatively challenges the status quo to find new ways of working; looks for the opportunities that arise during times of change; readily adapts to new technologies, processes, roles.

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 [email protected] for assistance.

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