Join us as we work to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.
Position Summary
The Director of Customer Onboarding athenaOne is responsible for the general leadership of the Customer Onboarding Success Group. This includes overseeing all aspects of new and existing implementation engagements. The Director of Customer Onboarding is expected to provide guidance to Onboarding Success Managers, drive best practices, and provide insight into department performance to the rest of the leadership team. They are ultimately responsible for ensuring consistency and quality while driving successful implementations for our customers.
Reporting directly to the Executive Director of Customer Onboarding Success, the Director of athenaOne Customer Onboarding Success is a key member of the Onboarding Leadership Team achieving departmental revenue activation goals. A successful Director will oversee project implementations, balance people management and customer-centric service delivery, and deliver services on time with high quality. They will also identify opportunities in the company’s processes to deliver our services more efficiently and effectively. The Director will prioritize creating a high-performing, collaborative team culture focused on delivering exceptional value to customers.
Essential Functions (Duties and Responsibilities):
50% athenaOne Implementation Leadership
Lead and mentor a team of Onboarding Success Managers to ensure the successful execution of multiple customer implementation projects, while driving accountability for consistency and quality.
Oversee the end-to-end implementation process, including project scope, timeline achievement, and Develop, articulate, and execute a clear strategy for the Customer Onboarding team, in alignment with the company’s overall business goals, to continuously evolve and improve how we work.
Lead and mentor a team of Onboarding Success Managers to ensure the successful execution of multiple customer implementation projects, while driving accountability for consistency and quality.
Proactively track key performance indicators to assess team efficiency and the effectiveness of implementations.
Develop customer relationships to support their business goals and deliver world class service.
Identify and address skill gaps and provide professional development to enhance team performance.
Act as primary escalation point for implementation issues, ensuring that customers receive best-in-class service by working with internal teams and partners to manage and drive solutions.
Support growth initiatives and add-on services and solutions for existing athenaOne customers
Partner with Sales, Customer Success Management and Product to deliver an exceptional and consistent customer experience, predictable customer outcomes and revenue realization
Partner with Sales, Customer Success Management, CaTS and Product to support and ensure deal scope, methodology understanding as requested.
Identify and prioritize the most important results that have a clear, positive, and direct impact on customer performance
Identify and eliminate obstacles that affect onboarding performance
Leverage data and the tools to proactively align resources to meet the business needs of clients within your book of business
Execute and deliver on budget, revenue forecast and revenue expectations
Actively influence and monitor key performance indicators and business metrics
Anticipate and mitigate risks to clients within your book of business
Proactively monitor customer sentiment during the onboarding process to ensure post-live success and performance
30% Growth, Strategy and Innovation
Collaborate with the Customer Onboarding Senior Leadership team to define long-term goals and strategies for athenaOne implementation that align with the company’s overall business objectives; ie speed to revenue
Hands-on program management of implementation projects (QBRs, cross-functional OKRs, etc.)
Build & maintain a culture of creative problem solving, ownership, diversity & inclusion that enables innovation & empowers team members with responsibility and accountability
Nurture a culture of innovation to provide a conducive environment for ideas, feedback, challenges and risks
Develop innovative ideas and establish processes such that fresh ideas may be extracted, organized and implemented
Establish concrete links between the company vision and innovation strategy along with business strategy
Proactively address operational issues and collaborate with team members to solve problems quickly and thoughtfully
Partner with Onboarding leadership to ensure consistency in execution across the organization
20% People and Culture
Build shared values that align with athenahealth’s Onboarding vision and mission; model those values within your Onboarding team
Support mutual trust by creating clear avenues for team members to engage and be honest
Distribute responsibility where appropriate by providing team members, who are not in direct management roles, opportunities to grow as leaders and to own important decisions
Provide clarity by linking daily work to company goals and sharing a truly clear understanding of how individual work relates to goals
Listen actively and respond constructively to the needs of team members
Communicate clear goals and expectations to team members. Recognize and reward accomplishments and contributions, while providing ongoing feedback
Create meaningful career path options within athenahealth to ensure high employee retention and provide effective professional development for team members
Participate in team hiring initiatives through interviewing and assessing candidates
Document and deliver quarterly coaching and annual performance reviews
Education & Experience Required
Bachelor’s Degree needed and relevant Advanced Degree strongly preferred
Experience leading large-scale teams implementing healthcare and/or revenue cycle management Saas software or technology solutions
7+ years of experience working with SaaS, strongly preferred
Minimum 7 years of direct people management within a Customer Success or Operations division; experience leading indirect reports
Experience leading the execution of strategic initiative work with a focus on change management and performance outcomes
Demonstrated ability to lead a team of cross-functional, cross organization teams accountable toward a common set of goals
Proven track record of using data to drive swift decision making and execution within a collaborative environment
Communicate both verbally and non-verbally in a clear, precise, and professional manner
Mastery of Microsoft Office applications, including Outlook, Excel, Word, PowerPoint, and OneNote
Knowledge & Skills
Critical/Analytical thinking: Proven ability to analyze situations without bias or emotion
Creativity: The ability to think of original content. Help brainstorm better approaches to solve problems or improve existing ways of completing work
Problem-solving: Have a problem-solving mindset and a can-do attitude
Flexibility: Be comfortable being flexible and adapting to your surroundings and new situations, adjust to changing trends in the healthcare industry and achieve success regardless of the circumstances
Communication: The ability to accurately convey a message to another person or group of stakeholders
Negotiation Skills: Skillfully in tough situations with internal and external stakeholders
About athenahealth
Our vision: In an industry that becomes more complex by the day, we stand for simplicity. We offer IT solutions and expert services that eliminate the daily hurdles preventing healthcare providers from focusing entirely on their patients — powered by our vision to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.
Our company culture: Our talented employees — or athenistas, as we call ourselves — spark the innovation and passion needed to accomplish our vision. We are a diverse group of dreamers and do-ers with unique knowledge, expertise, backgrounds, and perspectives. We unite as mission-driven problem-solvers with a deep desire to achieve our vision and make our time here count. Our award-winning culture is built around shared values of inclusiveness, accountability, and support.
Our DEI commitment: Our vision of accessible, high-quality, and sustainable healthcare for all requires addressing the inequities that stand in the way. That's one reason we prioritize diversity, equity, and inclusion in every aspect of our business, from attracting and sustaining a diverse workforce to maintaining an inclusive environment for athenistas, our partners, customers and the communities where we work and serve.
What we can 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.
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.
In addition to our traditional benefits and perks, we sponsor events throughout the year, including book clubs, external speakers, and hackathons. 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.
Learn more about our culture and benefits here: athenahealth.com/careers
https://www.athenahealth.com/careers/equal-opportunity
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