At athenahealth, it’s our vision to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all. With a thoughtful balance of humanity and technology, we’re able to uncover meaningful healthcare insights that can help create healthier futures for our families, our communities, and ourselves. Our vibrant and talented employees spark the innovation and passion needed to accomplish our goals. We continue to expand our workforce with amazing people who bring diverse backgrounds, experiences, and perspectives at every level, and foster an environment where we each feel comfortable bringing their best selves to work. In 2021, we received 16 workplace awards, earning a spot in the large company category on The Boston Globe’s Top Places to Work 2021, the Greater Austin Top Workplaces 2021, the Best Places to Work in Maine for 2021, and worldwide recognition as a Silver winner in the 2021 Stevie® Awards for Great Employers, among others.

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

Position Summary:

The Business Operations team delivers insights and impact across Customer Success through defining, implementing, and monitoring key performance metrics; driving operational excellence, and enabling the execution and development of the Customer Success strategy. The Customer Performance Manager drives Customer Performance across the customer lifecycle. Beginning with the onboarding process through ongoing customer management, the Customer Performance Manager is tasked with defining metrics to diagnose performance issues and influence improved performance. This individual has experience in the healthcare industry and is comfortable analyzing and working with complex data and working with and enabling a variety of stakeholders (frontline to VP).

Essential Functions (Duties and Responsibilities):

40% Customer Performance Strategy

Define framework and metrics at different stages of the customer lifecycle to evaluate customer performance and drive outcomes for all customer personas (product mix, tenure, specialty, payment models)

Engage with Customer Success leadership on a recurring basis to review and analyze performance

Develop a deep understanding of divisional priorities, goals, and focus areas to effectively partner in managing customer performance

Produce business reports and metrics packages on a regular basis

Create easily consumable data visualizations to solve key business questions and influence outcomes

Partner with Business Intelligence team to prioritize and build Customer Performance tools, providing the customer and front-end user perspective

Work with Customer Success VPs to define cadence and touchpoints on performance

Prepare business leaders to talk to customer-specific performance

Develop customer intervention strategy to improve customer performance

40% Customer Performance Operations & Enablement

Create toolkits for Customer Success Managers and Onboarding Success Managers to diagnose performance issues and influence improved performance

Partner with cross-functional teams (e.g., Customer Marketing) to implement intervention strategies and ensure customer messaging is consistent and cohesive

Partner with Business Intelligence and Enablement, as appropriate, to enable Customer Success Managers and Onboarding Success Managers on Customer Performance tools, including delivering training, developing decks, process documents, FAQs, etc.

20% Support Divisional Strategic Initiatives

Lead and support ad hoc projects and analyses aimed at improving operational performance and business outcomes

Ensure all customer performance-related programs have clear, quantifiable outcomes and measures that drive improved performance

Identify and mitigate areas of cross-functional dependencies

Have a strategic mind for potential areas of project risk

Clear and consistent updates to VP and C-suite level leadership

Directly support project teams responsible for managing and executing on strategic initiatives

Education & Experience Required:

Bachelor's Degree in a relevant field

5+ years of professional experience in the healthcare industry

Experience in managing broad transformational or complex projects

Familiarity and comfort using data visualization programs (Power BI, Tableau, Tableau CRM). Experience designing highly utilized, business critical dashboards/reports preferred

Experience serving as a business partner to or regularly interacting with c-suite and executive leadership teams

Experience working with large and complex data sets a must

Experience in the healthcare industry is a must

Knowledge & Skills:

Ability to influence cross functional teams and achieve cross divisional alignment

Results oriented, adept in conflict resolution, skilled at prioritization and change management

Able to work autonomously and be comfortable with ambiguity

Focused on delivering high quality and timely deliverables with a positive approach towards the work

Have strong written and verbal communication skills including excellent executive presence

Demonstrate excellent analytical, critical thinking and problem-solving skills

Ability to toggle between analytical details and big-picture strategic thinking

Able to effectively work in a highly-matrixed organization, handling competing priorities and connecting the dots across divisions

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.

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

Customer Performance Manager

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