athenahealth

Senior Associate, Customer Success Readiness Program Management

athenahealth

full-time

Posted on:

Location Type: Remote

Location: Remote • Maine, Massachusetts, New Hampshire, Rhode Island • 🇺🇸 United States

Visit company website
✨ AI Apply
Apply

Job Level

Senior

Tech Stack

Tableau

About the role

  • Compile and analyze data related to customer satisfaction, issues, and performance on offerings
  • Streamline data insight into actionable feedback loops to influence operational and product enhancements
  • Support business reviews and executive leadership update preparation with data summaries and visualizations
  • Monitor and triage issues, escalations, and attrition remediations raised by Onboarding Success Managers (OSMs), Customer Success Managers (CSMs), and service teams
  • Coordinate cross-organizational resolution efforts for any issues, escalations, and attrition remediations that can be addressed by Customer Success teams
  • Maintain issue logs and ensure timely follow-up and closure
  • Assist in creating and updating Customer Success Readiness artifacts like onboarding playbooks, training materials, and internal communications
  • Provide subject matter expertise on new and evolving offers to support cross-organizational project execution
  • Attend cross-functional meetings and document action items and follow-ups
  • Facilitate communication between CS teams and other go-to-market functions
  • Help maintain shared resources such as team folders, community pages, and knowledge bases

Requirements

  • Bachelor’s Degree or equivalent experience
  • 2+ years of experience in Customer Success, Program Coordination, Operations, or Analytics
  • Proficiency in Microsoft Excel, PowerPoint, and data visualization tools (e.g., Tableau, Power BI)
  • Experience working in cross-functional environments and managing multiple priorities
  • Strong analytical and problem-solving skills
  • Proficient in Excel, including using pivot tables and functions (VLOOKUP) to analyze complex and large datasets
  • Excellent written and verbal communication
  • Highly organized with attention to detail
  • Comfortable working with ambiguity and adapting to change
  • Collaborative mindset and ability to build relationships across teams
Benefits
  • Health and financial benefits
  • Commuter support
  • Employee assistance programs
  • Tuition assistance
  • Employee resource groups
  • Collaborative workspaces
  • Flexibility for work-life balance
  • Events such as book clubs, external speakers, hackathons

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
data analysisdata visualizationproblem-solvingMicrosoft Excelpivot tablesVLOOKUPTableauPower BIcustomer satisfaction analysisoperational enhancements
Soft skills
analytical skillscommunicationorganizational skillsattention to detailcollaborationadaptabilityrelationship buildingcross-functional teamworktime managementexecutive communication
Certifications
Bachelor’s Degree