Position Summary:The Executive Director Clinical Success (Clinical Customer Success Leader) is a senior representative for the company responsible for forging beneficial, long-standing relationships with strategic client executives, preventing unnecessary client escalations, and enabling growth by assisting the Sales organization’s efforts. As an expert in athenahealth’s electronic health records software and services, the Clinical Customer Success Leader will serve as a knowledgeable and credible liaison, able to both effectively communicate athenahealth’s product vision and accurately represent customer business needs.
Essential Functions (Duties and Responsibilities):
Clinical Perspective Input & Strategy
- Assist with highest priority customer support and prospect interactions, by injecting clinically relevant insight and experience
- Participate in proactive discussions with strategic clients around our Product Roadmap and the client’s strategic initiatives
- Support most critical ad hoc interactions (5-10 client-related and 5-10 prospect-related per quarter)
- Build proactive relationships with 3-5 key strategic customers, leveraging objective insights from the Customer Success analytics team
- Work with existing teams to codify the drivers of strategic customer attrition risk and support the implementation of 2-3 meaningful changes in our model to mitigate attrition risk
- Drive more relevance into our service offerings and customer support model
- Identify gaps between how athena engages with customers vs. how healthcare practitioners behave operationally and financially
- Articulate to product leadership how athenahealth can support our largest clients’ growth, expansion, and innovation goals
- Codify healthcare management best practices, supporting the creation of new athena service offerings and/or through leadership initiatives
- Provide feedback on product/UX investments and prioritization
- Refine our approach to communicating value and ROI to customers
- Provide input into our competitive positioning, by building and maintaining knowledge of competitor offerings vs. our offerings
- Support customer/prospect fellowship-building activities
- Assist in designing agendas and building content for customer and prospect-facing events such as Strategic Client Forums and User Groups
- Participate in external events as a thought leader representing athena
- Support Customer Success Managers in developing the ability to present the product roadmap and map customer priorities to it and to help clients prioritize issues based on true impact
FY Measurement
- Build meaningful relationships with CIOs and CMOs at 3-5 key strategic customers
- Support teams in preventing attrition at 2-3 key accounts on our watch list
- Assist in the development of 3-5 new metrics that are used across our customer base to communicate the value athenahealth delivers
- Assist in the development and launch of an updated approach to communicating ROI and engage in the delivery of ROI read-outs at 3-5 key customers
- Develop a white paper that is distributed to all of our large customers that articulates the differential value athenahealth can offer relative to competitive alternatives – with an NPS score on the paper of at least 40
- Participate as a speaker in at least one Strategic Client Forum and 2 regional User Groups with a CSAT rating of 4.5 or higher on a scale of 0-5
Education & Experience Required:
- 15+ years professional experience
- M.D. or D.O.
- Active medical license with ability to practice medicine in state of MA preferred
- Experience within the medical field and as an administrator
- Experience in both ambulatory and hospital clinical and administrative environments
- Healthcare IT leadership experience
Knowledge & Skills:
- Exceptional verbal and written communication skills, including effective senior executive engagement and product evangelism
- Superb influence and a track record of driving success in a matrixed environment
- Collaborative working style, with a record of influencing through vision, inspiration and compelling logic
- Strong aptitude for technology-enabled clinical and business processes
Position Summary:The Executive Director Clinical Success (Clinical Customer Success Leader) is a senior representative for the company responsible for forging beneficial, long-standing relationships with strategic client executives, preventing unnecessary client escalations, and enabling growth by assisting the Sales organization’s efforts. As an expert in athenahealth’s electronic health records software and services, the Clinical Customer Success Leader will serve as a knowledgeable and credible liaison, able to both effectively communicate athenahealth’s product vision and accurately represent customer business needs.
Essential Functions (Duties and Responsibilities):
Clinical Perspective Input & Strategy
- Assist with highest priority customer support and prospect interactions, by injecting clinically relevant insight and experience
- Participate in proactive discussions with strategic clients around our Product Roadmap and the client’s strategic initiatives
- Support most critical ad hoc interactions (5-10 client-related and 5-10 prospect-related per quarter)
- Build proactive relationships with 3-5 key strategic customers, leveraging objective insights from the Customer Success analytics team
- Work with existing teams to codify the drivers of strategic customer attrition risk and support the implementation of 2-3 meaningful changes in our model to mitigate attrition risk
- Drive more relevance into our service offerings and customer support model
- Identify gaps between how athena engages with customers vs. how healthcare practitioners behave operationally and financially
- Articulate to product leadership how athenahealth can support our largest clients’ growth, expansion, and innovation goals
- Codify healthcare management best practices, supporting the creation of new athena service offerings and/or through leadership initiatives
- Provide feedback on product/UX investments and prioritization
- Refine our approach to communicating value and ROI to customers
- Provide input into our competitive positioning, by building and maintaining knowledge of competitor offerings vs. our offerings
- Support customer/prospect fellowship-building activities
- Assist in designing agendas and building content for customer and prospect-facing events such as Strategic Client Forums and User Groups
- Participate in external events as a thought leader representing athena
- Support Customer Success Managers in developing the ability to present the product roadmap and map customer priorities to it and to help clients prioritize issues based on true impact
FY Measurement
- Build meaningful relationships with CIOs and CMOs at 3-5 key strategic customers
- Support teams in preventing attrition at 2-3 key accounts on our watch list
- Assist in the development of 3-5 new metrics that are used across our customer base to communicate the value athenahealth delivers
- Assist in the development and launch of an updated approach to communicating ROI and engage in the delivery of ROI read-outs at 3-5 key customers
- Develop a white paper that is distributed to all of our large customers that articulates the differential value athenahealth can offer relative to competitive alternatives – with an NPS score on the paper of at least 40
- Participate as a speaker in at least one Strategic Client Forum and 2 regional User Groups with a CSAT rating of 4.5 or higher on a scale of 0-5
Education & Experience Required:
- 15+ years professional experience
- M.D. or D.O.
- Active medical license with ability to practice medicine in state of MA preferred
- Experience within the medical field and as an administrator
- Experience in both ambulatory and hospital clinical and administrative environments
- Healthcare IT leadership experience
Knowledge & Skills:
- Exceptional verbal and written communication skills, including effective senior executive engagement and product evangelism
- Superb influence and a track record of driving success in a matrixed environment
- Collaborative working style, with a record of influencing through vision, inspiration and compelling logic
- Strong aptitude for technology-enabled clinical and business processes
