Customer Support Engineering Manager

athenahealth is a company focused on creating a thriving ecosystem for accessible and high-quality healthcare. The Customer Support Engineering Manager will be responsible for delivering exceptional support experiences for clients and their integrations, ensuring seamless access to relevant data and managing complex issues with a deep understanding of integration design and product workflows.

Responsibilities:

• Troubleshoot & resolve client and vendor issues via CRM through information gathering, documentation research and cross-functional collaboration
• Build relationships and communicate with our clients and vendors through calls, emails, and Salesforce to understand the full scope of reported issues, provide accurate resolutions and provide extensive testing of workflows
• Provide a second line of US-based support to our team in India for our most complex and delicate support issues, stepping in as subject matter experts when deemed necessary
• Utilize technical tools such as Kibana, OpenSearch, Postman, and SQL queries to quickly find resolutions to urgent issues and autonomously execute necessary updates, decisions and or changes for our clients
• Manage escalated issues effectively, providing post-mortem root cause analyses to stakeholders through strong communication and teamwork
• Synthesize widespread client reported issues into one task for efficient review by development and coordinate with the CallDrivers team to gauge client impact and maintain status updates
• Use SQL to gauge impact of widespread client issues and routinely query athenaNet tables to assist in investigation and issue resolution
• Proactively seeks to automate and improve existing internal operational processes
• Update internal documentation with knowledge garnered through troubleshooting and/or interactions with development teams and vendors
• Lead the monitoring and management of metrics, ensuring that performance is trending in accordance with monthly goals
• Coordinate work across team members, influencing and aligning others to achieve optimal outcomes
• Engage with key internal teams, specifically Product and R&D, to identify, develop, and support new features and functionality that best meet the needs of our clients and the broader network
• Establish routine liaison relationships with Development teams to provide feedback and to prioritize resources based on client impact, urgency and scope
• Create reports and dashboards to analyze data through excel, Salesforce, and tableau to support recommendations for process improvement initiatives
• Prioritize and execute long-term strategic initiatives that are aligned with our focus areas and critical to achieving our mission
• Provide training and feedback to internal teams including our AHI teammates, other complex issue resolution case teams, the CSC, the Salesforce Case Process team, and Development teams
• Learn new technical tools and capabilities to enhance your skill sets

Requirements:

• Bachelor's degree (preferred: Business, Economics, Health Administration, Engineering, or Health Informatics)
• 5+ years of professional experience or related experience, with progressively increasing responsibilities
• Proven ability to independently manage and deliver on various projects
• Strong technical acumen and curiosity towards integration technologies
• Extensive experience with API or HL7 integrations
• Exceptional problem-solving and analytical abilities with an understanding of their application in addressing business challenges
• Proven capability to reengineer processes and tools to enhance scalability, efficiency, and quality
• Adaptability to handle rapidly changing priorities and a dynamic work environment
• Strong desire to develop deep expertise across athenaNet products
• Excellent communication skills, including articulate listening, writing, and relationship-building at all organizational levels
• Proven ability to collaborate and influence both internal and external stakeholders to drive results
• Demonstrated capacity to size opportunities, establish success metrics, secure stakeholder buy-in, and deliver outstanding business results
• Commitment to taking responsibility for implementing feedback and continuous improvement
• Experience interacting with client escalations
• Ability to innovate and thrive in a fast-paced, evolving company environment
• Demonstrated enthusiasm, creativity, dedication, and an open-minded approach to collaboration