: Client Analytics Manager
311 Arsenal Street
Watertown, MA 02472

Employee Testimonials

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The Opportunity: The Client Analytics team is tasked with driving performance improvement across the athenahealth client base, via custom analysis to identify opportunities and the creation of data driven tools and interventions to help support our Customer Success Managers. These interventions, deployed in our Customer Success Platform, credibly direct the company to intervene with our customers to drive performance improvement. In addition, the team is tasked with leading the build out of the companies new Performance & Value Framework, a high profile corporate initiative that involves all areas of the organization. The Client Analytics team is positioned to help athena retain customer business, enable future growth, and elevate revenue performance.

Position Summary: The Client Analytics Manager will be responsible for directly improving client and company performance on a day to day basis, with goals of driving customer retention and satisfaction. This is accomplished via in depth research to identify opportunities where athenas clients are losing revenue or struggling with their operations as well as building a suite of tools for CSMs to interact with while having direct conversations with customers.

Responsibilities may include, but are not limited to:

75% [Primary Function]

  • Research, codify, test, implement, and measure performance interventions.
  • Own the development and instrumentation of net new metrics designed to drive performance or convey value to our customers within our Performance & Value Framework Initiative
  • Influence and engage with a broader set of athena teams across the life cycle of clients to coordinate efforts on performance improvement.
  • Support a team that builds and generates prescriptive analytics to a variety of stakeholders to drive clear next steps/action on achieving client success and overall performance improvement.

25% [Secondary Function]

  • Participate in and lead research and analysis projects that span a variety of topics across athenas operations, finance, product, and client teams.
  • Create and establish new analytical techniques, metrics, and reporting tools that support our customers.
  • Coordinate with internal teams to influence the creation of net new data assets.
  • Influence and engage with a broader set of athena teams across the life cycle of clients to coordinate efforts on performance improvement.

Education, Experience, & Skills Required:

  • Bachelors or advanced degree in economics, business, healthcare administration, computer science, or a similar field
  • Minimum of 7 years professional work experience and 2+ years in an analytical role
  • Experience working with large datasets
  • Proficiency in Microsoft Office Suite: Excel, PowerPoint, Word, Outlook, OneNote
  • Experience with a least one programming and/or data-extraction language (e.g., SQL, R, Python). Willingness to learn Oracle SQL quickly and at an expert level, and to learn other data extraction/programming languages as needed

Behaviors & Abilities Required:

  • Strong leadership skills and a passion for driving team culture.
  • Excellent verbal and written communication skills
  • Ability to present findings at a technical or non-technical level to internal or external stakeholders of highly varying technical expertise.
  • Ability to maintain composure in stressful situations and to meet deadlines with ongoing projects in flight
  • Analytical and quantitative skills, as well as the ability to use data to tell a compelling story that drives important decisions
  • Strong willingness and aptitude for learning new concepts and analytical approaches
  • Ability to project manage and prioritize concurrent/parallel projects
  • Ability to work independently as well as part of an extended, cross-functional team
  • Ability to be flexible and change with environment, industry, and business demands
Full-time

Employee Testimonials

Olivia Adams
Lead Member Of Technical Staff

“I enjoy working at athenahealth because I am making something that matters.  My passion isn’t writing code - it’s what writing code enables me to do, which is make something for other people.  And there’s no nobler cause than healthcare.”

 

Sherry Cheuk
Product Operations Manager

“athenahealth has a mission to transform healthcare, which is something I really admire.  Every company out there is trying to grow, but I think our focus on making an impact and delivering value is really powerful.  Our work is about improving people’s lives.”