Academic Program Director, Bachelor of Social Work
AVANTIS
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 websiteJob 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
