Customer Success Associate, Enterprise
athenahealthBoston, MA, US- Full-time
CSM Associate, Affiliates Team Enterprise Service Tier
Join us as we work to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.
We are looking for an Associate Customer Success Manager to join our Enterprise Service Tier within our Customer Success division. Your job will be to build and manage effective relationships with small practices that are affiliated with large healthcare organizations. You will be part of a team of Customer Success Managers responsible for ensuring the complete post-sale success and satisfaction of these customers, and within your assigned book of customers you will establish yourself as a trusted advisor and business partner for their operational leadership.
The most effective CSMs possess a mix of product and industry knowledge, an innovative problem-solving mindset, client relationship management skills, and the ability to inspire action with a strong business case. Our team-based approach offers you the opportunity to leverage and share your strengths in these areas while tapping into your colleagues to develop your skills in the other areas. We are a teaching and learning culture focused on making our customers successful. You will have assignments which stretch your capabilities and assignments that showcase your strengths. You will have teammates that support you in these assignments and learn from you with the unique skills and expertise that you bring to the team and develop from your work with your clients. This will all feed your journey to becoming a top notch athena and industry expert. Career advancement opportunities include increased responsibilities and performance at the Sr Associate level, as well as opportunities to work with other customers in the Service Tier to expand your industry and athena expertise.
The Team
The Enterprise Service Tier works with our largest customers. As an Associate on the Affiliates Team, you will work with small practices that have a close affiliation with a corporate entity, such as MDVIP, that has a direct relationship with athenahealth. The team collaborates to ensure the success of the individual member practices as well as the corporate entity.
Job Responsibilities
- Ensure customer satisfaction and retention within assigned book of accounts
- Partner with internal stakeholders to tailor a long-term success plan for each client that aligns with their business goals
- Document client communications and activities using Gainsight client management tool
- Prepare and manage regular customer performance review meetings
- Help clients set up integrations, APIs and other technology offerings such as telehealth
- Mitigate attrition risks by identifying product gaps and coaching customers to take advantage of all available athenahealth resources
- Work with the Sales Executive to identify growth opportunities and work with sales to identify reference clients
- Collaborate with the onboarding team to replicate onboardings in a standardized manner
Typical Qualifications
About athenahealth
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