The OpportunityThe Product Engagement Manager within Customer Success will be a key member of athenahealth’s newly established Customer Success division, within the Product Success team. S/he will be responsible for leveraging detailed product knowledge, up-to-date healthcare industry expertise, and our deep wealth of client insight to maximize the value our customers obtain from our services. As a member of the product organization, s/he will be the responsible for digging into gaps in service delivery for a specific product across the client life-cycle, and developing strategies to fill them, including but not limited to, improved client education, process changes, and improvements in technology. S/he will also serve as a “voice” for the product organization ensuring internal and external stakeholders understand how we deliver value.
Position SummaryThe Product Engagement Manager will be a product SME who will work with internal and external stakeholders to develop strategies that deliver scalable, demonstrable improvements in the value our customers gain from our services. S/he will master the client life cycle, identify the most common, painful, unresolved (and under-resolved) client issues, and articulate those issues as a prioritized backlog of epics to production education, operations, and product managers. S/he will also serve as a voice of the product back to the client organization and the customer, ensuring tough conversations with clients get delivered when solutions are not planned or available.
Responsibilities include but are not limited to:25% - Product/Zone analysis

• Utilize deep product knowledge and quantitative insights to analyze opportunities to improve the value and reliability of our services to our customers
  
  • Understand the opportunity from a lens of client satisfaction
  • Clearly articulate business requirements for the problems we’re trying to solve

30% - Solution design

• Drive execution of developing and implementing solutions to address customer success opportunity areas
• Learn about users’ workflows, empathize with their pain points, and propose solutions to optimize their experiences
• Clearly articulate business requirements including UX/CX/Support requirements for the problems we’re trying to solve
• Develop metrics that clearly articulate the impact of prioritizing or not prioritizing proposed solutions into backlogs and product roadmaps.
• Be the voice of the product within the organization. Develop and advocate for Best Practice Recommendations
• Coordinate internal teams to prioritize projects, making strategic recommendations/tradeoffs as necessary
  
  • Project manage actionable playbook with cross-functional teams responsible for making change

35% - Cross-Functional Coordination

• Establish influential relationships with stakeholders across the organization
  
  • Build relationships, uncover dependencies, ensure transparency, build internal support for initiatives, and influence stakeholders.
• Partner with our voice-of-the-customer, Analytics, and other internal teams to develop metrics and reporting tools that can be used to measure effectiveness and efficiency of processes or systems
• Collaborate with client support teams to identify opportunities to drive customer success outcomes
• Work closely with business teams to ensure successful implementation of process improvements

10% - Team and Process Development

• Evangelize the customer success mission and vision
• Partner with internal and external stakeholders to develop team processes
• Master the client lifecycle and help define how customer success fits in to existing processes

Education, Experience, & Skills Required

• BA/BS required; MBA preferred.
• Depth of knowledge of athenaOne products and their functionality
• 5+ years professional experience working with cross-functional teams
• 3+ years of experience in product management or related field; experience with client account management preferred.
• Demonstrated success in process mapping and business process reengineering
• Experience with Agile preferred
• Strong proficiency with data analytics
• Technical understanding (mobile, SaaS, data) – ability to gut check technical feasibility of ideas or changes

Behaviors & Abilities Required

• Exceptional 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 logic
• Strong aptitude and passion for designing technology-enabled processes that scale
• Enjoys "getting their hands dirty" by digging into complex operations
• Adaptability, flexibility and willingness to jump in to any aspect of work to help achieve results as a team
• Clear communicator with professional presence
• Strong listening skills; open to input from other team members and departments
• Sees ahead clearly, can anticipate future consequences and product trends accurately; has broad knowledge and perspective and is future oriented
• Strong quantitative skills and comfort with financial and accounting terms and principles
• Travel required up to 10%, inclusive of client site visits and off-site company events

The OpportunityThe Product Engagement Manager within Customer Success will be a key member of athenahealth’s newly established Customer Success division, within the Product Success team. S/he will be responsible for leveraging detailed product knowledge, up-to-date healthcare industry expertise, and our deep wealth of client insight to maximize the value our customers obtain from our services. As a member of the product organization, s/he will be the responsible for digging into gaps in service delivery for a specific product across the client life-cycle, and developing strategies to fill them, including but not limited to, improved client education, process changes, and improvements in technology. S/he will also serve as a “voice” for the product organization ensuring internal and external stakeholders understand how we deliver value.
Position SummaryThe Product Engagement Manager will be a product SME who will work with internal and external stakeholders to develop strategies that deliver scalable, demonstrable improvements in the value our customers gain from our services. S/he will master the client life cycle, identify the most common, painful, unresolved (and under-resolved) client issues, and articulate those issues as a prioritized backlog of epics to production education, operations, and product managers. S/he will also serve as a voice of the product back to the client organization and the customer, ensuring tough conversations with clients get delivered when solutions are not planned or available.
Responsibilities include but are not limited to:25% - Product/Zone analysis

• Utilize deep product knowledge and quantitative insights to analyze opportunities to improve the value and reliability of our services to our customers
  
  • Understand the opportunity from a lens of client satisfaction
  • Clearly articulate business requirements for the problems we’re trying to solve

30% - Solution design

• Drive execution of developing and implementing solutions to address customer success opportunity areas
• Learn about users’ workflows, empathize with their pain points, and propose solutions to optimize their experiences
• Clearly articulate business requirements including UX/CX/Support requirements for the problems we’re trying to solve
• Develop metrics that clearly articulate the impact of prioritizing or not prioritizing proposed solutions into backlogs and product roadmaps.
• Be the voice of the product within the organization. Develop and advocate for Best Practice Recommendations
• Coordinate internal teams to prioritize projects, making strategic recommendations/tradeoffs as necessary
  
  • Project manage actionable playbook with cross-functional teams responsible for making change

35% - Cross-Functional Coordination

• Establish influential relationships with stakeholders across the organization
  
  • Build relationships, uncover dependencies, ensure transparency, build internal support for initiatives, and influence stakeholders.
• Partner with our voice-of-the-customer, Analytics, and other internal teams to develop metrics and reporting tools that can be used to measure effectiveness and efficiency of processes or systems
• Collaborate with client support teams to identify opportunities to drive customer success outcomes
• Work closely with business teams to ensure successful implementation of process improvements

10% - Team and Process Development

• Evangelize the customer success mission and vision
• Partner with internal and external stakeholders to develop team processes
• Master the client lifecycle and help define how customer success fits in to existing processes

Education, Experience, & Skills Required

• BA/BS required; MBA preferred.
• Depth of knowledge of athenaOne products and their functionality
• 5+ years professional experience working with cross-functional teams
• 3+ years of experience in product management or related field; experience with client account management preferred.
• Demonstrated success in process mapping and business process reengineering
• Experience with Agile preferred
• Strong proficiency with data analytics
• Technical understanding (mobile, SaaS, data) – ability to gut check technical feasibility of ideas or changes

Behaviors & Abilities Required

• Exceptional 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 logic
• Strong aptitude and passion for designing technology-enabled processes that scale
• Enjoys "getting their hands dirty" by digging into complex operations
• Adaptability, flexibility and willingness to jump in to any aspect of work to help achieve results as a team
• Clear communicator with professional presence
• Strong listening skills; open to input from other team members and departments
• Sees ahead clearly, can anticipate future consequences and product trends accurately; has broad knowledge and perspective and is future oriented
• Strong quantitative skills and comfort with financial and accounting terms and principles
• Travel required up to 10%, inclusive of client site visits and off-site company events