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athenahealth · 2 hours ago

Director Onboarding, Enterprise

United States

Full-time

Remote

Director/Executive

$147K/yr - $249K/yr

7+ years exp

athenahealth is committed to creating a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all. The Director of Customer Onboarding athenaOne is responsible for leading the Customer Onboarding Success Group, overseeing implementation engagements, and ensuring consistency and quality in service delivery to customers.

Enterprise SoftwareHealth CareInformation TechnologyMedical

Responsibilities

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

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

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

Qualification

SaaS implementationPeople managementData-driven decision makingProject managementHealthcare technologyChange managementCustomer successMicrosoft OfficeCommunicationProblem-solvingCreativityNegotiation skillsFlexibilityCritical thinking

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

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