customer success director

Informatica

<div><h2 class="jobSectionHeader">Build Your Career at Informatica</h2>

We seek innovative thinkers who believe in the power of data to drive meaningful change. At Informatica, we welcome adventurous, work-from-anywhere minds eager to solve the world's most complex challenges. Our employees are empowered to push their bold ideas forward, and we are united by a shared passion for using data to do the extraordinary for each other and the world.
<h2 class="jobSectionHeader">
Senior Customer Success Manager</h2>

We are looking for a Senior Customer Success Manager based in Dubai (United Arab Emirates) to join our growing team as an individual contributor.

You will report to the Senior Director, Customer Success and be part of the Customer Success Team in Dubai, a group dedicated to delivering exceptional customer outcomes through data-driven solutions. This is hybrid schedule model position.
<h2 class="jobSectionHeader">
Your Role Responsibilities? Here's What You'll Do</h2>

As the primary post-sale contact, you will use your deep customer and product knowledge to drive adoption, maximize value, and build long-term strategic partnerships. Your key responsibilities include:
<ul><li>
Developing trusted advisor relationships with executive sponsors to align Informatica's solutions with business goals.</li><li>
Tracking and reporting on implementation and adoption milestones for customer executives.</li><li>
Promoting product capabilities and identifying upsell and cross-sell opportunities.</li><li>
Demonstrating advanced features to deliver measurable business outcomes.</li><li>
Designing ROI metrics to quantify solution impact.</li><li>
Proactively addressing customer needs, adoption risks, and renewal strategies to boost retention.</li><li>
Managing escalations and collaborating with internal teams across functions.</li><li>
Preparing success reports and maintaining thorough documentation of customer interactions.</li><li>
Experience making customers feel valued through quality service.</li></ul>
<h2 class="jobSectionHeader">What We'd Like to See</h2>
<ul><li>Proven experience managing complex customer accounts and driving adoption in a customer success or related role.</li><li>
Strong understanding of customers' industry, decision-making process, business objectives, and strategic priorities.</li><li>
Communicates ideas clearly, builds alignment across teams, and negotiates effectively with senior leaders.</li><li>
Collaborates effectively across teams, builds support for ideas, and helps guide projects toward successful outcomes.</li><li>
Solid knowledge of hybrid software deployment, data warehousing, databases, and/or business intelligence solutions.</li><li>
Background in customer-facing roles with a strong focus on customer satisfaction and utilization improvement.</li></ul>
<h2 class="jobSectionHeader">Role Essentials</h2>
<ul><li>Minimum of 5+ years relevant professional experience in customer success or similar field.</li><li>
BA/BS or equivalent educational background, we will consider an equivalent combination of relevant education and experience</li><li>
Minimum 8+ years of relevant professional experience</li></ul>
<h2 class="jobSectionHeader">Perks &amp; Benefits</h2>
<ul><li>Comprehensive health, vision, and wellness benefits (Paid parental leave, adoption benefits, life insurance, disability insurance and 401k plan or international pension/retirement plans</li><li>
Flexible time-off policy and hybrid working practices</li><li>
Equity opportunities and an employee stock purchase program (ESPP)</li><li>
Comprehensive Mental Health and Employee Assistance Program (EAP) benefit</li></ul>

Our DATA values are our north star and we are passionate about building and delivering solutions that accelerate data innovations. At Informatica, our employees are our greatest competitive advantage. So, if your experience aligns but doesn't exactly match every qualification, apply anyway. You may be exactly who we need to fuel our future with innovative ideas and a thriving culture.

Informatica (NYSE: INFA), a leader in enterprise AI-powered cloud data management, brings data and AI to life by empowering businesses to realize the transformative power of their most critical assets. We pioneered the Informatica Intelligent Data Management Cloud&trade; that manages data across any multi-cloud, hybrid system, democratizing data to advance business strategies. Customers in approximately 100 countries and more than 80 of the Fortune 100 rely on Informatica. www.informatica.com. Connect with LinkedIn, X, and Facebook. Informatica. Where data and AI come to life.&trade;</div>

Principal Customer Success Manager

Orange Business

<div>
 
 About the Role
 
 
 The Customer Operation Director is a strategic leadership role responsible for elevating customer operations, ensuring service excellence, and cultivating a high-performance, customer-centric team culture. This role demands visionary leadership, cross-functional collaboration, and operational expertise to deliver seamless customer experiences and drive continuous improvement.
 
 
 Job Purpose
 
 
 As the local leader within MSC India, you will spearhead the customer operations team&mdash;including operations, project managers, and consultants&mdash;to deliver exceptional service quality and operational excellence. Your responsibilities include managing governance frameworks, fostering a collaborative team environment, and acting as the primary liaison for local stakeholders. You will oversee ITIL processes such as Incident, Problem, Change, and Release Management, ensuring effective stakeholder engagement and crisis management. Building strong relationships with global teams and driving customer satisfaction will be central to your success.
 
 
 Key Responsibilities
 
 
 &bull; Team Leadership &amp; Inspiration: Lead, motivate, and unify the local team, fostering a collaborative "one team" culture. Act as the primary point of contact, instilling confidence and engagement.
 
 
 &bull; Cross-Functional Collaboration: Partner with other departments to enhance service quality and customer satisfaction.
 
 
 &bull; Governance &amp; Operational Frameworks: Establish and maintain clear governance structures, roles, and responsibilities, ensuring continuous process improvement.
 
 
 &bull; Customer-Centric Approach: Embed a customer-first mindset across all activities.
 
 
 &bull; Talent Development: Drive team coaching, leadership development, and succession planning to build a trusted, high-performing team.
 
 
 &bull; Effective Communication: Maintain transparent, proactive communication within the team and with stakeholders.
 
 
 &bull; Operational Excellence: Ensure timely delivery of all commitments, uphold high standards, and promote organizational capabilities.
 
 
 &bull; Change Management &amp; Resilience: Lead through change, adapt to evolving customer needs, and manage challenges effectively.
 
 
 &bull; Continuous Improvement: Foster a culture of innovation, process optimization, and best practices.
 
 
 &bull; Service Ecosystem Collaboration: Work closely with operations and other functions to deliver a seamless customer experience.
 
 
 &bull; Availability &amp; Flexibility: Support European office hours with minimal breaks to ensure consistent coverage.
 
 
 &bull; Mandate &amp; Accountability: Operate with clear mandates, proactively leading to achieve operational success.
 
 
 Stakeholder Engagement
 
 
 &bull; Internal: Operations, Project Management, Customer Service, HR, Global &amp; Regional Teams, Sales, Business Units, Finance
 
 
 &bull; External: Customers, Partners, Vendors
 
 
 
 
 About you
 
 
 Job Dimensions
 
 
 &bull; Deep expertise in customer operations and service delivery
 
 
 &bull; Strategic consultancy and operational guidance
 
 
 &bull; Proactive leadership with a focus on continuous improvement
 
 
 &bull; High-level presentation and communication skills
 
 
 &bull; Experience managing diverse, remote teams
 
 
 
 
 
 Candidate Profile
 
 
 &bull; Proven leadership and team-building skills
 
 
 &bull; Strong organizational and governance capabilities
 
 
 &bull; Customer-centric mindset with a focus on service quality
 
 
 &bull; Excellent communication, negotiation, and interpersonal skills
 
 
 &bull; Experience managing cross-functional teams and stakeholder relationships
 
 
 &bull; Adaptability and resilience in dynamic environments
 
 
 
 
 
 Skills &amp; Qualifications
 
 
 &bull; Bachelor&rsquo;s degree in Engineering, Business Management, or related fields; advanced leadership certifications are a plus
 
 
 &bull; 10-15 years of experience in customer-facing roles within IT and communications sectors, with a proven track record in customer operations and service management
 
 
 &bull; Demonstrated leadership in managing remote and culturally diverse teams
 
 
 &bull; Technical expertise in network and cybersecurity technologies (Cisco, Fortinet)
 
 
 &bull; In-depth knowledge of ITIL frameworks (Incident, Problem, Change, Release Management)
 
 
 &bull; Experience managing global customer operations across multiple time zones, including European hours
 
 
 &bull; Project management certifications (PMP, Prince2) preferred
 
 
 &bull; Strong analytical, problem-solving, and decision-making skills
 
 
 &bull; Exceptional communication, negotiation, and relationship-building abilities
 
 
 &bull; Resilience and agility in crisis and major incident management
 
 
 
 
 What we offer
 
 
 
 
 1. Domestic &amp; International travel may be required at short notice
 
 
 2. Working on customer premises at times may also be required
 
</div>

Customer Operations Director

Grupo Bimbo

<div><div>Have you ever enjoyed Arnold&reg;, Brownberry&reg; or Oroweat&reg; bread? A Thomas&rsquo;&reg; English muffin or bagel? Or perhaps snacked on a Sara Lee&reg;, Entenmann&rsquo;s&reg; or Marinela&reg; cake or donut? If the answer is yes, then you know Bimbo Bakeries USA!</div><div>
More than 20,000 associates in bakeries, sales centers, offices and on sales routes work to ensure our consumers have the freshest products at every meal. In addition to competitive pay and benefits, we provide a safe and inclusive work environment that appreciates diversity, promotes development and allows our associates to be their authentic selves.</div><div>
#LI-VB1</div><div>
Come join the largest baking company in the world and our family of 20,000 associates nationwide!</div><div>
Top Reasons to Work at Bimbo Bakeries USA:</div><div>
Salary Range: $146,900 - $205,700</div><div>
Annual Bonus Eligibility</div><div>
Comprehensive Benefits Package</div><div>
Paid Time Off</div><div>
401k &amp; Company Match</div><div>
</div><div>
Position Summary:
</div><div>The position will direct a team of sales professionals. To be successful, this position must work cross functionally with all aspects of our business to include Sales, Category Insights/Management, Finance,</div><div>
Operations, Revenue Growth Management, E-Commerce Shopper Marketing and Brand Marketing. Thus being a General Manager of the overall business. This key leader will work closely with the Senior Director to co-author strategic brand and shopper plans that lead to short- and long-term growth with regular score carding and report outs. The leader will need to develop strong mutually beneficial relationships throughout BBU but most importantly with the customer wiring at all levels.</div><div>
</div><div>
Key Job Responsibilities:</div><ul><li>
Primary contact with Customer who partners for success to drive commercial bakery &amp; center store category revenue and profit growth that is mutually beneficial for Customer &amp; BBU</li><li>
Co-Authors with Senior Director development of AOP Strategy specific to Customer specific to: Strategies, Tactics, Execution &amp; Expected Results</li><li>
Develops Plan with Sales Planning with regular check-ins, updates and report outs</li><li>
Leverages Insights as the foundation for All Decisions - Defines customer and company needs using best in class analytics, orchestrates implementation, and tracks results.</li><li>
Communicates the &ldquo; Customer Playbook&rdquo; to Customer Field Selling Team with expected results and actions</li><li>
Works internally with each Business Unit to understand their market place priorities and assist them in developing Customer market place plans</li><li>
Works closely with BBU Marketing Teams on the development of Customer specific brand growth initiatives that provide growth for the company&rsquo;s core brands as well as Customer sub-commodities</li><li>
Manage corporate relationships with Customer that establish the company as the &ldquo;Trusted Advisor&rdquo; for all Commercial Bakery and Center Store opportunities</li><li>
Leads the Customer Selling Team and provides them the opportunity to be the &ldquo;General Managers&rdquo; of their business through empowerment and accountability.</li><li>
Is innovative in addressing strategic differences to achieve a win/win with the customer. Must demonstrate a passion for continuously learning and applying insight about the customer.</li><li>
Promotes accountability for the achievement of goals among peers and team members.</li><li>
Demonstrates a passion for winning in the market and a focus on speed of action.</li><li>
Cultivates internal and external relationships to ensure collaboration and alignment on key shopper marketing programs</li></ul><div></div><div> 
Key Behavioral Competencies:</div><ul><li>
Strong analytic &amp; communication skills (written, verbal, presentation and interpersonal skills)</li><li>
Strong Negotiation Skills having gone through Previous Training</li><li>
Ability to work in an extremely complex environment and juggle multiple tasks at one time while also prioritizing the work to completion</li><li>
Capable of managing UP &amp; DOWN both internally &amp; externally to achieve intended results</li><li>
Strong ability to lead with and without direct authority; collaboration with cross-functional business partners is highly critical</li></ul><div>
</div><div>
Education and Work History:</div><ul><li>
Bachelor&rsquo;s degree Required.</li><li>
10&ndash;15 years CPG Sales &amp; Direct Store Delivery (DSD) Experience</li><li>
Customer Management &amp; Customer Experience are much preferred</li><li>
30-40% travel</li><li>
Ideally has worked with Customer Teams, understands culture and what is required to become a Trusted Partner</li><li>
Proven Track Record of Sales Results with a Customer</li><li>
Proven Track record of Team Management including Direct &amp; Indirect Reports</li><li>
High Proficiency in Excel, PowerPoint, Syndicated Data, Trade Promotion Management</li></ul><div>
</div><div>
Physical Demands:</div><div>
</div><div>
The physical and mental demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be requested to enable individuals with disabilities to perform the essential functions.</div><div>
Bimbo Bakeries USA is an equal opportunity employer with a policy that provides equal employment opportunity for applicants and employees regardless of race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, marital status, veteran status, any other classification protected by law.</div><div>
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.</div></div>

Director of Customers

Talents Tide

<div>
 
 
 Job Title:
 
 Director &ndash; Customer Happiness
 
 
 
 Location:
 
 Dubai
 
 
 
 Industry:
 
 Transport &amp; Logistics
 
 
 
 Organization Type:
 
 Leading Semi-Government Entity
 
 
 
 
 
 
 About the Role:
 
 
 
 A prestigious semi-government organization in Dubai&rsquo;s
 
 Transport &amp; Logistics
 
 sector is looking for an experienced and strategic
 
 Director &ndash; Customer Happiness
 
 to lead its customer experience transformation.
 
 
 This position is open
 
 exclusively to Emiratis
 
 , in alignment with the entity&rsquo;s Emiratization goals and commitment to developing local leadership talent.
 
 
 
 
 
 The role will be responsible for driving a world-class customer experience strategy through
 
 journey mapping, service innovation, and enhancement of all customer touchpoints
 
 . The successful candidate will have the opportunity to influence public service delivery on a large scale and directly contribute to Dubai&rsquo;s vision for service excellence.
 
 
 
 Key Responsibilities:
 
 
 <ul>
 <li>
 Develop and execute the organization&rsquo;s
 
 Customer Happiness Strategy
 
 , ensuring it aligns with corporate goals and Dubai Government service excellence benchmarks.
 </li>
 <li>
 Lead comprehensive
 
 customer journey mapping
 
 efforts to identify pain points, gaps, and key opportunities across all customer segments and channels.
 </li>
 <li>
 Design and improve
 
 customer touchpoints
 
 , both digital and physical, for a seamless, proactive, and personalized experience.
 </li>
 <li>
 Work closely with operational, digital, and service delivery teams to embed
 
 customer-centric thinking
 
 across the organization.
 </li>
 <li>
 Set and monitor
 
 CX performance metrics
 
 such as
 
 Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES)
 
 .
 </li>
 <li>
 Build and manage
 
 Voice of Customer (VoC)
 
 programs, ensuring data-driven improvements to services.
 </li>
 <li>
 Drive a
 
 customer-first culture
 
 through internal training, communication, and employee engagement initiatives.
 </li>
 <li>
 Benchmark international best practices in customer experience, especially within the
 
 transport and logistics sector
 
 .
 </li>
 <li>
 Advise senior leadership on CX strategy, insights, and innovation aligned with government mandates and smart city initiatives.
 </li>
 <li>
 Ensure adherence to
 
 Dubai Government Customer Happiness KPIs and frameworks
 
 .
 </li>
 </ul>
 
 
 
 
 
 Candidate Profile:
 
 
 <ul>
 <li>
 Bachelor&rsquo;s degree in Business, Marketing, Public Administration, or related field (Master&rsquo;s preferred)
 </li>
 <li>
 Minimum
 
 10 years of experience
 
 in
 
 Customer Experience, Service Design, or Customer Happiness
 
 , with
 
 at least 5 years in a senior or director-level role
 
 </li>
 <li>
 Strong track record in
 
 customer journey mapping, service improvement, and CX transformation
 
 </li>
 <li>
 Background in
 
 transport, logistics, mobility, or government services
 
 is highly desirable
 </li>
 <li>
 Solid understanding of
 
 Dubai Government service excellence models
 
 and public sector KPIs
 </li>
 <li>
 Exceptional leadership, communication, and cross-functional collaboration skills
 </li>
 <li>
 Bilingual (Arabic &amp; English) is strongly preferred
 </li>
 </ul>
 
 
 
 
 
 Why Join Us?
 
 
 <ul>
 <li>
 Opportunity to lead a high-impact CX transformation in one of Dubai&rsquo;s most vital sectors
 </li>
 <li>
 Work within a purpose-driven semi-government organization committed to innovation
 </li>
 <li>
 Competitive compensation and benefits package
 </li>
 <li>
 Clear path for professional growth and leadership impact
 </li>
 </ul>
 
 
 
 
 
 How to Apply:
 
 
 
 Qualified candidates who are passionate about delivering world-class customer experiences are encouraged to apply. Join us in shaping the future of transport and logistics services in Dubai. Due to the volume of applications only shortlisted candidates will be contacted.
 
 
 
</div>

Director Customer Happiness

HR Force International

We are looking for a Customer Success Representative with hands-on experience in RegTech and Identity Verification (IDV) solutions to join our team at Programmers Force. This role will focus on building strong client relationships, ensuring smooth onboarding, and supporting customers to achieve success with our compliance and fraud-prevention technologies.
 The ideal candidate will understand KYC, AML, KYB, and regulatory compliance workflows and have experience working with customers in the fintech, banking, or compliance sectors. You will act as a trusted advisor, guiding customers in the effective use of our solutions while ensuring high satisfaction and retention.
 
Key Responsibilities: 
<ul>
<li>Serve as the day-to-day point of contact for assigned clients.</li>
<li>Assist in onboarding and training clients on RegTech & IDV solutions.</li>
<li>Monitor customer usage and proactively support adoption of features.</li>
<li>Handle customer queries, resolve issues, and escalate to technical teams when needed.</li>
<li>Work closely with Customer Success Leads/Managers to execute client success strategies.</li>
<li>Maintain customer health metrics and prepare reports on engagement and satisfaction.</li>
<li>Collect and relay customer feedback to Product & Engineering teams for improvements.</li>
<li>Support contract renewals and upselling opportunities by ensuring customer satisfaction.</li>
</ul>
Requirements: 
<ul>
<li>2–4 years of experience in Customer Success, Account Management, or Client Support within RegTech, Compliance, or ID Verification (IDV).</li>
<li>Knowledge of KYC/AML, fraud detection, compliance regulations, and ID verification processes.</li>
<li>Strong communication and problem-solving skills with a customer-first mindset.</li>
<li>Experience working with enterprise or fintech clients is highly desirable.</li>
<li>Ability to manage multiple client accounts and maintain relationships effectively.</li>
<li>Collaborative approach with the ability to work cross-functionally.</li>
</ul>

Customer Success Executive - RegTech & IDV Solutions

Aria Care Partners

<div>Description:

Who We Are
Aria Care Partners is the national leader in providing onsite dental, vision, hearing, and podiatry care to over 3500 long-term care and skilled nursing facilities across 25 states. Aria Care Partners believes that our clinicians should be able to focus on providing the best, most comprehensive care for their patients. Our mobile clinicians visit different skilled nursing communities daily, bringing life-affirming care to an underserved population.
Our Success
Our business model, innovation, customer support and teamwork deliver an unparalleled customer experience, resulting in a customer satisfaction rating of over 98%. Executing this strategic philosophy resulted in rapid company growth with revenue increases of 25%-30% annually over the last 4 years, nearly doubling the size of the company.
Our Values and Mission
Company values include caring fully for our customers and fellow employees, striving for excellence and continuous improvement, and excelling through the power of teamwork and collaboration. At Aria Care Partners, our mission is to enrich the quality of life for every resident with passion and compassion. Whether caring for residents of skilled nursing communities, working at one of our offices or in a remote role, Aria employees are proud to further this mission.
Make a Difference Today! 
About the Role
We are seeking a dynamic sales leader to drive the success of our account management team. This is a fully remote role overseeing the Midwest territory. Travel expectation: up to 50%.
The Director of Account Management is responsible for overseeing the account management team, driving customer retention and growth, and ensuring long-term client satisfaction. This role develops and executes account strategies, mentors team members, and collaborates cross-functionally to enhance the customer experience and maximize revenue.
What You&rsquo;ll Do<ul><li>Lead and mentor account management team to achieve retention and expansion goals</li><li>Develop and implement strategic plans to manage and grow key client accounts</li><li>Act as primary contact for high-value clients, ensuring their needs are met</li><li>Monitor account health and performance metrics; adjust strategies as needed</li><li>Identify opportunities for upselling and cross-selling within existing accounts</li><li>Resolve client issues and complaints promptly to maintain trust and satisfaction</li><li>Collaborate with sales, marketing and product teams to improve service delivery</li><li>Prepare and present reports on account status, performance and forecasts</li><li>Foster a culture of continuous improvement and customer focus</li></ul>
Requirements:

What We&rsquo;re Looking For<ul><li>7+ years of experience in Account Management, with at least 3 years in a leadership role</li><li>Proven track record of driving customer retention and revenue growth</li><li>Strong leadership, communication and interpersonal skills</li><li>Ability to analyze data and translate insights into actionable strategies</li></ul>
Nice To Have<ul><li>CRM proficiency (e.g. Salesforce, HubSpot)</li><li>Strategic thinking and problem solving</li><li>Contract negotiation and client relation management</li><li>Team development and performance coaching</li><li>Health/life insurance license</li></ul>
What&rsquo;s In It For You
This role includes a competitive base salary plus uncapped commission!
We offer a comprehensive benefit package for you and your family, including:<ul><li>Paid Time Off (PTO), which starts accruing from your first day at work</li><li>Generous paid holiday schedule, including a FULL WEEK OFF at Christmas</li><li>401k Retirement Plan with 100% Company Match on your first 4%</li><li>Medical insurance</li><li>Dental insurance</li><li>Vision insurance</li><li>Company match for Health Savings Account (HSA)</li><li>Flexible Spending Account (FSA)</li><li>Company paid Employee Assistance Program (EAP)</li><li>Life and disability insurance</li><li>Wellness program</li><li>And more!</li></ul></div>

Director of Account Management

athenahealth

Join us as we work to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.
 
The Opportunity: 
The Customer Success Organization is focused on helping athena’s customers derive the full value of their athena products and services. We build and manage effective relationships with practice owners, executives, providers, billers and other customer stakeholders, communicating the value of our services in the context of customers’ business goals with the goal of retaining and growing our customers. We identify risks to customer satisfaction proactively and collaborate across the entire athena organization and ecosystem to tenaciously pursue solutions and advocate for our customers. The Customer Success Manager is charged with ensuring that both the customer and athena performs all the duties and responsibilities under each party’s purview in athena’s unique co-sourcing model.
 
Position Summary: 
As a Customer Success Manager (CSM) you will be responsible for ensuring the complete post-sale success and satisfaction of your assigned book of athenahealth customers. You will have ultimate responsibility for customer satisfaction, optimization, revenue retention, and growth within your assigned book of accounts.
 
Responsibilities may include, but are not limited to: 
Proactively coach, advise and enable customers to achieve optimal performance on the athena platform
 
Create a shared, proactive success plan and strategy for each customer that aligns with their business goals and individual needs
 
Coordinate appropriate internal domain experts to assist customers in getting the most from their investment in athena, including training, consulting, product, and support teams
 
Effectively network and build trusting relationships with customer operational leadership including conducting a regular cadence of performance reviews
 
Build and cultivate strong C-level and decision-maker relationships to ensure alignment with organizational goals and shared initiatives for improvement
 
Use and monitor specialty-specific network benchmarks and insights to identify opportunities for improvement and recommend appropriate configuration and workflow best practices
 
Maintain regular call and communication cadences with assigned customer(s) to ensure progress to goals and responsiveness to client needs, projects, plans, questions and requests
 
Maintain a comprehensive understanding of shifting business challenges faced by customers and common objectives and appropriately map those to the value proposition of their purchased athenahealth functionality to address their needs
 
Ensure ongoing adoption of a customer’s existing athenahealth products and readiness for new features and enhancements as part of athena ’ s release schedule
 
Raise opportunities for growth to the account’s Account Executive
 
Maintain an understanding of and ability to discuss changes in the healthcare industry and marketplace
 
Provide transparency into the product roadmap, identifying and facilitating opportunities for customers to improve their efficiency or effectiveness by leveraging new or planned enhancement, and to participate in shaping the future of our platform to better meet their needs
 
Partner with customer leadership to ensure overall success of all customer selected quality and VBC programs
 
Drive outstanding customer experiences through speedy issue resolution and a pervasive customer obsession mentality
 
Curate positive experiences as your assigned customers interact with the various functions and departments within athena, acting as the customer’s advocate and champion
 
Deliver extremely high responsiveness and conscientious follow-through on client needs and requests
 
Assess and prioritize issues that may lead to customer dissatisfaction, leveraging your own expertise as well as internal experts to mitigation issues
 
Proactively anticipate and identify risks, opportunities, and impact on customer satisfaction and retention and initiate appropriate mitigations .
 
Connect customers to available athenahealth resources including customer support, training, advisory services, product leadership, and the customer community
 
Apply project management and cross-departmental influence working with the customer and athena teams to track progress and drive resolution for escalated customer issues, coordinating internal and external teams as necessary and documenting appropriately
 
Desired Qualifications : 
Bachelor’s degree strongly preferred, ideally in Business Administration, Healthcare Management, Health Informatics, Public Health, or another closely related field.
 
5–7 years of related professional experience, ideally within healthcare or a closely aligned industry, with demonstrated expertise in revenue cycle management and/or electronic medical records (EMR), gained through roles in sales, client services, operations, or other strategic support functions.
 
Executive-level communication and interpersonal skills, with the ability to effectively navigate and mediate conflict and foster honest dialogue
 
Direct experience or familiarity with revenue cycle management at a healthcare-related practice or company a strong plus
 
Familiarity or experience working in an established medical specialty, such as pediatrics, family medicine, women’s health, community health, orthopedics, or behavioral health a strong plus
 
Behaviors & Abilities Required: 
Stellar customer relationship skills and high emotional intelligence
 
Self-driven and results-oriented with a positive and constructive outlook
 
Ability to successfully negotiate difficult conversations
 
Strong customer service mindset
 
Ability to efficiently manage and prioritize work across multiple accounts
 
Ability to take initiative with little to no direction
 
Proactive and high energy work style
 
Conflict resolution skills
 
Empathic communicator with a consultative approach, able to see things from other person's point of view
 
Very strong problem-solving ability and ownership, regardless of subject matter
 
Ability to travel as needed, typically 20% or less
 
Ability to work independently as well as part of an extended, cross-functional team
 
For candidates located in California, Colorado, Hawaii, Jersey City (NJ), New York City, Westchester County (NY), and Washington, please visit the following link for pay range information:
 
California: https://www.athenahealth.com/salary-range/ca-nontech-manager
 
Colorado: https://www.athenahealth.com/salary-range/co-nontech-manager
 
Hawaii: https://www.athenahealth.com/salary-range/hi-nontech-manager
 
New Jersey: https://www.athenahealth.com/salary-range/nj-nontech-manager
 
New York: https://www.athenahealth.com/salary-range/ny-nontech-manager
 
Washington: https://www.athenahealth.com/salary-range/wa-nontech-manager
 
About athenahealth
 
Our vision: In an industry that becomes more complex by the day, we stand for simplicity. We offer IT solutions and expert services that eliminate the daily hurdles preventing healthcare providers from focusing entirely on their patients — powered by our vision to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.
 
Our company culture: Our talented employees — or athenistas, as we call ourselves — spark the innovation and passion needed to accomplish our vision. We are a diverse group of dreamers and do-ers with unique knowledge, expertise, backgrounds, and perspectives. We unite as mission-driven problem-solvers with a deep desire to achieve our vision and make our time here count. Our award-winning culture is built around shared values of inclusiveness, accountability, and support.
 
Our DEI commitment: Our vision of accessible, high-quality, and sustainable healthcare for all requires addressing the inequities that stand in the way. That's one reason we prioritize diversity, equity, and inclusion in every aspect of our business, from attracting and sustaining a diverse workforce to maintaining an inclusive environment for athenistas, our partners, customers and the communities where we work and serve.
 
What we can do for you: 
Along with health and financial benefits, athenistas enjoy perks specific to each location, including commuter support, employee assistance programs, tuition assistance, employee resource groups, and collaborative workspaces — some offices even welcome dogs.
 
We also encourage a better work-life balance for athenistas with our flexibility. While we know in-office collaboration is critical to our vision, we recognize that not all work needs to be done within an office environment, full-time. With consistent communication and digital collaboration tools, athenahealth enables employees to find a balance that feels fulfilling and productive for each individual situation.
 
In addition to our traditional benefits and perks, we sponsor events throughout the year, including book clubs, external speakers, and hackathons. We provide athenistas with a company culture based on learning, the support of an engaged team, and an inclusive environment where all employees are valued.
 
Learn more about our culture and benefits here: athenahealth.com/careers
 https://www.athenahealth.com/careers/equal-opportunity

Customer Success Senior Manager

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