Executive Director, Customer Onboarding – athenaOne

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🔥 21 minutes ago

🍂 Massachusetts – Remote

🍂 Massachusetts – Remote

⏰ Full Time

🔴 Lead

🚀 Onboarding Specialist

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athenahealth

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 1997

⚕️ Healthcare Insurance

☁️ SaaS

🤖 Artificial Intelligence

💰 Post-IPO Equity on 2017-05

Healthcare Insurance • SaaS • Artificial Intelligence

athenahealth is a provider of healthcare software solutions focused on enhancing clinical effectiveness, patient experience, and financial performance. Its flagship product, athenaOne, is an all-in-one solution that includes electronic health records (EHR), revenue cycle management (RCM), and patient engagement tools. The company offers tailor-made solutions for various healthcare providers, ranging from small practices to large health systems and specialities like behavioral health and pediatrics. athenahealth also provides payer solutions, advisory services, and platform services to improve patient outcomes and reduce costs, while ensuring a highly reliable service with 99. 98% uptime. Their solutions also incorporate AI-powered features like Ambient Notes to streamline clinical documentation. With a focus on interoperability and efficiency, athenahealth aims to simplify healthcare delivery and improve outcomes for both providers and patients.

📋 Description

• Lead the journey from contract execution through successful, sustainable go-live • Drive go-live success metrics, ensuring implementations meet operational goals • Use data proactively to identify at-risk engagements and realign resources • Serve as a senior advisor during complex implementations, influencing product and operations roadmaps • Build and lead a high-performing delivery organization with a culture of customer obsession and continuous improvement • Champion investments in transformation and configuration methodologies to reduce variability • Partner with product and technology teams to embed AI-driven insights into the onboarding experience • Ensure post-live engagement is proactive, monitoring adoption signals and identifying performance gaps • Translate delivery insights into scalable best practices and playbooks

🎯 Requirements

• Bachelor's degree required; advanced degree strongly preferred • 10+ years leading large-scale customer-facing implementation teams for complex SaaS solutions, with a demonstrated track record of outcome-based delivery • 10+ years Healthcare IT experience • Minimum 5 years of direct people management within a Customer Success, Implementation, or Operations function; experience leading indirect and matrixed teams required • 3–5 years leading strategic initiatives with a focus on change management, practice transformation, and measurable performance outcomes • Deep familiarity with Electronic Health Records (EHR) required • Healthcare, medical group operations, and/or medical billing experience strongly preferred • Demonstrated consultative approach, including guiding customers to informed decisions in complex environments • Strong ability to manage stakeholders and deliver across cross-functional teams • Ability to travel up to 40% nationwide

🏖️ Benefits

• Health insurance • 401(k) matching • Paid time off • Flexible work arrangements • Professional development opportunities • Employee assistance programs • Tuition assistance • Collaborative workspaces