Business Systems Manager- Customer Success Management

Athenahealth is a company focused on creating accessible, high-quality, and sustainable healthcare solutions. They are seeking a Business Systems Manager - Customer Success Management to partner with business and technology teams to improve systems, workflows, and operational processes, ensuring that business needs are translated into effective technology solutions.

Responsibilities:

• Work closely with stakeholders and Product Managers to analyze, understand, and document requirements
• Manage stakeholder expectations around scope, timelines, and deliverables
• Serve as a liaison between business stakeholders and IT to ensure alignment on project goals
• Collect, analyze, and document functional and technical requirements for new projects, enhancements, and production issues
• Assess current business processes and identify gaps, risks, and improvement opportunities
• Translate business needs into clear requirements that support solution design and implementation
• Develop business process models and current/future state design documents
• Maintain documentation such as business requirements, use cases, process flows, functional specifications, user stories, data schemas, and data flow diagrams
• Continuously evaluate processes for improvement and automation opportunities
• Collaborate with Product Managers and technical teams to define and implement system enhancements
• Recommend best practices and process improvements for scalability and efficiency
• Conduct application configuration in Salesforce and supporting applications
• Assist with data mapping and system integrations
• Proactively manage upgrades and maintenance for existing applications
• Validate functionality and coordinate user acceptance testing with stakeholders
• Research production system issues and resolve user problems, escalating when necessary
• Assist with managing the backlog of production issues and enhancement requests
• Create and execute unit, integration, and UAT test plans where appropriate
• Conduct data analysis, write queries, and develop reports
• Assess stakeholder data needs and recommend optimal data sources
• Use data to monitor progress and guide prioritization
• Stay current on technology trends and best practices
• Identify opportunities to improve efficiency, scalability, and user experience
• Support informed decision-making through analysis and business acumen

Requirements:

• 3–5 years of experience in a business analyst role
• Salesforce domain knowledge
• Strong written, verbal, and presentation skills
• Strong analytical, investigative, and problem-solving skills
• Ability to document user stories, business processes, data schemas, and data flow diagrams
• Familiarity with Jira, Confluence, Salesforce, Bitbucket, and Git
• Proven experience managing technology in a SOX and SOC1 environment
• Relevant Salesforce or BSA certifications are helpful and should be maintained as applicable
• Practical experience with Salesforce platforms and applications preferred
• Experience with unit, integration, and user acceptance testing preferred
• Experience with both Agile and Waterfall project management methodologies preferred