Customer specialist

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

Customer Success Specialist , Small Group

We are looking for a Customer Success Specialist to join our Customer Success Management division. Your job will be to manage customer issues by engaging the proper support team or resource that can lead to resolution as well as to build and manage effective relationships with our smaller independent medical practice customers.

You will be responsible for ensuring the complete post-sale success and satisfaction of a portfolio of athenahealth customers through establishingyourself as a trusted advisor and business partner.

But enough about us; let’s talk about you.

You have healthcare industry market knowledge. You excel at communicating effectively and ensuring accountability for yourself and your team.

Your interpersonal savvy helpsyou develop and maintain relationships both within and outside of our organization. You are self-driven, results-oriented, and an empathic communicator.

The Team : The Customer Success Management Organization is focused on helping clients derive the full value of their athena services.

We build and manage relationships with customers across a network-enabled service, communicating the value of our services in the context of customers’ business goals with the objective of fostering high performing, satisfied customers.

We identify at-risk clients proactively and collaborate across product and operational lines as we tenaciously pursue solutions and advocate for our clients.

Job Responsibilities

Primary ownership and accountability for customer satisfaction and retention within assigned accounts

Build and maintain effective relationships even when faced with challenging partnerships

Act as a liaison for athena support teams, through effective project management, driving progress toward a resolution for short- and long-term issues

Leverage subject matter experts to address customer performance, satisfaction, or risk in their portfolio of clients

Coach customers to ensure they are leveraging all available athenahealth best practices and resources including customer support, training, and ourclient community

Identifyand evaluate early indicators of attrition risk and use personal judgement to assess client attrition risk then engage appropriate internal resources to mitigate

Support ad hoc projects as needed with tier wide impact (e.g., dormant accounts, term period, pilots etc.)

Typical Qualifications

2-3 years of professional experience or equivalent combination of experience and education

Proven ability to influence both customers and internal stakeholders

Knowledge of Microsoft Office tools, and CRM resources (e.g., Salesforce, Gainsight, etc)

Proven ability to manage and prioritize multiple projects while paying strict attention to detail

Comfortable working in ambiguous settings with little direction

Demonstrates critical thinking skills to understand business issues relevant to the client and raises to appropriate levels

Excellent verbal and written communication skills and use of discovery questions

Ability to manage multiple, simultaneous client interactions

Exceptional customer service and teamwork skills are essential

For candidates located in California, Colorado, New York City, and Westchester County (NY), please visit the following link for pay range information :

California : Colorado :

Colorado : New York :

New York : About athenahealth

About athenahealth

Here’s ourvision : To create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.

What’s unique about our locations?

From an historic, 19thcentury arsenal to a converted, landmark power plant,allofathenahealth’s offices were carefully chosen to represent our innovative spirit and promote the most positive and productive work environment for our teams.

Our10offices 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 andimplements products and services that support US healthcare : It’sour chance to create healthier futures for ourselves, for our family and friends, for everyone.

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 theirbestselves to work.

Our size makes a difference, too : We are small enoughthatyourindividual contributionswill stand out butlarge enoughto grow your career with ourresources and established business stability.

Giving back is integral to our culture. OurathenaGivesplatform strives tosupport 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’sCorporate 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,athenistasenjoy perks specific to eachlocation, including commuter support, employee assistance programs, tuition assistance,employeeresource groups, and collaborative workspaces some offices even welcome dogs.

In addition to our traditional benefits and perks, we sponsor events throughout the year, includingbook clubs, external speakers, and hackathons.

And weprovideathenistaswithacompany culturebased onlearning,the support of anengaged team,andan inclusive environment where all employees are valued.

We alsoencourage a better work-life balance forathenistaswith our flexibility. Whilewe 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

Last updated : 2024-07-30