Customer Engagement Analyst focusing on customer data analysis and engagement metrics to improve experience, retention, and loyalty.
About the role
- Customer Success Specialist managing customer relationships at athenahealth. Collaborating with support teams to ensure satisfaction and retention among independent medical practices.
Responsibilities
- Take primary ownership for customer satisfaction and retention within your assigned accounts.
- Build and maintain strong relationships, navigating and resolving challenging partnerships professionally.
- Serve as a liaison between customers and athena support teams, managing projects to resolution.
- Leverage subject matter experts to address customer performance, satisfaction, and risk.
- Coach customers proactively on best practices and resources, including support, training, and community engagement.
- Identify early signs of attrition risk, assess their impact, and engage internal resources to mitigate.
- Participate in tier-wide ad hoc projects such as dormant accounts and pilot initiatives.
Requirements
- 2-3 years of professional experience or equivalent education and experience.
- Ability to influence internal stakeholders and customers effectively.
- Proficiency with Microsoft Office and CRM tools such as Salesforce and Gainsight.
- Strong multitasking and prioritization skills with attention to detail.
- Comfortable working independently and managing ambiguity.
- Demonstrated critical thinking related to client business issues.
- Excellent verbal and written communication skills, including effective use of discovery questions.
- Ability to manage multiple simultaneous client interactions.
- Commitment to exceptional customer service and teamwork.
Benefits
- Comprehensive health and financial benefits.
- Location-specific perks such as commuter support, tuition assistance, employee resource groups, and pet-friendly offices.
- Flexible work arrangements promoting work-life balance with a blend of remote and in-office collaboration.
- A lively culture filled with learning opportunities, events, book clubs, speakers, and hackathons.
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