- Bachelor's Degree
- Master's Degree
- Leadership Experience
- Customer Service
Connect with work that matters. Be a part of transforming the healthcare industry!
We are looking for a Vice President to lead our Customer Care team within our Customer Success division. The VP of Customer Care is responsible for ensuring that our clients get rapid, effective, and enjoyable support in solving their problems with our products, services, and interactions. He or she will also be responsible for identifying opportunities to eliminate the need for support through self-help, proactive identification of potential problems before they occur, investments in client training, and product enhancements. But enough about us; let’s talk about you.
You have a background in driving process excellence (e.g., Six Sigma/Lean), you're a strong people leader, and you can get things done. You can collaborate well across functions, including with product leadership.
The Team: Our Customer Care team is over 550 people strong, with people spread across our US offices, our offices in India, and our support center in Manila, Philippines. We operate two call centers that provide critical, in-the-moment support. We have multiple teams that provide asynchronous support for electronically submitted support tickets. We have a technical advisor team that partners with our most strategic clients to guide their architectural decisions and ensure that their overall technology platform integrates successfully with our solutions.
Build a strategy around the end-to-end client support experience and serve our clients better than any other company, at an appropriate cost structure
Establish industry best-in-class customer experiences for all service interactions
Drive innovative solutions: Design and suggest tools, techniques, and organizational changes to improve client satisfaction and increase the efficiency of delivered services
Baseline, manage and improve upon internal and external customer service performance, with meaningful metrics
Drive a culture of continuous improvement as evidenced by measurable (metrics and) results
Collaborate with other athenahealth departments to ensure that customer support is aligned with the overall product, marketing, and service strategies of the company and drive desired outcomes
Bachelor of Arts or Science degree, Master’s degree/MBA preferred
15+ years Customer Service/Support or related operational leadership experience
5+ years’ experience leading large organizations in a high-growth SaaS/Cloud environment
Experience managing performance of call centers/BPO vendors
Experience with evaluation and leadership of off-shore operations
Strong knowledge of product support technologies and tools to drive efficiencies and best practices
Our Vision: To create a thriving ecosystem that delivers delivers accessible, high-quality, and sustainable healthcare for all.
Our Location: This role is based in Watertown, MA, just a few miles outside of Boston. Watertown is our Global Headquarters and our campus, the Arsenal on the Charles, is home to several restaurants, a local gym and large outdoor space.
Our Culture: If you’re curious, passionate and want to connect with work that matters, you’ve come to the right place. At athenahealth, our employees are committed to making healthcare smarter. At the heart of athenahealth's culture is unconditional positive regard for one another, our customers, their patients and our community. We take time to celebrate diversity and our accomplishments.
Our Perks: Along with health & financial benefits, our athenistas are offered a variety of perks that promote employee wellbeing such as commuter support, collaborative workspaces and dog-friendly offices - just to name a few.
athenahealth is committed to a policy of equal employment opportunity—that’s why we recruit and hire applicants without regard to race, color, religion, sex (including pregnancy), national origin, disability, age, sexual orientation, veteran status, genetic information, gender identity, gender expression, or any other factor prohibited by law. We’re happy to provide a reasonable accommodation, for those with a disability, to complete any part of the application process. If you are unable to access or use this online application process and need an alternative method for applying, please contact us at
email@example.com for assistance.