Customer Success Operations Associate

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

Customer Success Operations Associate

The Customer Success Strategy & 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 Success Operations Associate drives service excellence for the Customer Success organization through high-quality delivery against operational processes and priorities. This individual will support customer facing teams through developing and executing on processes to wick away supporting work. They help enable our strategy to deliver high-quality, meaningful, and delightful interactions with our Customers.

Job Responsibilities

• Work with the athenaIT team to define business requirements for enhancements and additions to operational infrastructure 
• Become a go-to expert on Customer Success data and tools 
• Provide input on opportunities to simplify and automate operational processes  
• Ensure the timeliness and accuracy of operational activities supported by the Customer Success Strategy and Operations team 
• Ensure a delightful customer experience through our operational support 
• Support the maintenance and data integrity of key systems (Salesforce, Cornerstone, Cloud Coach, etc.) 
• Demonstrate process ownership and expertise in managing operational processes 
• Partner with the business to identify opportunities to wick away additional operational steps from client-facing teams 
• Drive consistency in tools and processes to optimize areas of ownership 
• Create and maintain supporting documents and collateral that enable stakeholders 
• Develop and monitor accountability frameworks to ensure the business continues to follow best practice 

Typical Qualifications

• Comfort using CRM systems, Salesforce preferred 
• 2 years of related professional experience (Customer Support, Customer Success, Project Management, Change Management, Operations, Implementation/Onboarding) 
• Bachelor’s degree in a relevant field 
• Familiarity with business systems and understanding of data reporting tools 

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/co-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 [email protected] for assistance.

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