Customer Success Manager, Strategic Accounts
CurrentResponsible for contributing to the complete post-sale success and satisfaction for two of athenahealth’s largest clients. Established myself as a trusted advisor and business partner with client operational leadership to ensure they received the caliber of service they expect from athena as one of their most trusted business partners.- Recognized as high performer; promoted twice in first 2 years in position, most recent promotion citing excelled ability to analyze and balance client and company POV’s in toughest of circumstances, ability to strategically tailor messaging for effectiveness across range of audiences, and manage accountability and alignment across various internal teams.- Independently managed the most complex, highest priority, and escalated issues for largest and one of most nuanced clients in athena's customer base representing $70M+ annual recurring revenue with a focus on athenaClinicals product. Viewed as a key Clinicals SME by both colleagues and my client.- Known as a creative thinker, challenging the viewpoints and approach of others who will readily share expertise to uncover the best outcome and resolution. Balanced advocacy for the success of both athena and client stakeholders with a deep understanding of internal stakeholder limitations and client expectations;.- In response to a client C-suite led strategic initiative, developed a new clinical data metric for a provider wellbeing dashboard and spearheaded the effort to convert metrics into Tableau as actionable items for all athenaClinicals clients.- Developed deep understanding of product life-cycle through management of my client’s participation in concept testing, alpha/beta engagement, release planning, and spearheading my client’s rollout of advanced features such as Patient Record Sharing (PRS), athenaOne mobile, MIPs group attestation.
