Manager Client Implementation Support

Less than 5 years experience  •  IT Consulting/Services

Salary depends on experience
Posted on 08/14/17
Atlanta, GA
Less than 5 years experience
IT Consulting/Services
Salary depends on experience
Posted on 08/14/17

Job Description Position Summary: The Client Implementation Support Manager will lead and support a team of athenistas who will provide a high level of service and exceptional support to Clients during the “Go-Live” period.  The Manager will be responsible for a team that travels an estimated 80% of the year.  Anticipated Manager travel is up to an estimated 50% of the year.  Travel fluctuates based on Client needs.  Weekend or holiday travel may be required.  The Manager will ensure that their direct reports balance their responsibilities to the Clients and to the department, while achieving performance expectations.  This Manager will develop and mentor his / her team of direct reports and coach them along a career path.  This individual must thrive in a fast-paced environment and have the ability to grow within a constantly evolving department and company.

Responsibilities may include, but are not limited to:
50% On-Site Agent Support

  • Provide On The Road Performance (OTRP) that includes shadowing, mentoring, and coaching directreports during Go-Live Supportevents at Client sites
    • Expectation is an average two times per month or as needed throughout the year
    • OTRP results will form the foundation of personnel reviews throughout the year and will help enhance the Go-Live experience for Clients
    • Ensure Agents are properly trained and capable of providing excellent Client support, including strong project prioritization, effective communication, and responsible decision making
  • Manage the dynamics of a heavytravelrole:
    • Direct team time utilization both in the office and when out on the road supporting Clients, which includes ensuring that Agents manage their time appropriately and make efficiency gains whenever possible
    • Ensure Agents manage travel bookings carefully to guarantee responsibleutilization of Client resources
    • Work with Agents to navigate the unpredictability of business travel, including last-minute Client travel needs and delayed / canceled flights to ensure Client commitments are met
  • Provide situational onsite Go-Live Support, as needed

30% Development of Direct Reports to Ensure Client Satisfaction, Employee Engagement, and Achievement of Department Goals:

  • Lead Senior Client Implementation Support Analysts and Associates focused on Customer Service, efficiency, and quality standards in order to meet / exceed Client expectations
  • Establish metrics and benchmarks to assess individual success for members of the team
  • Coach individuals to meet set metrics and define best practices
  • Orient new Client Support GLS Senior Analysts and Associates to the role
  • Demonstrate commitment to athena's Corporate Compliance Code; including escalation of all compliance issues through the chain of command and to the company's Compliance Officer and / or General Counsel
  • Completion of Side-by-Side assessments during Nerve Center Weeks

15% Managing Projects and Administrative Tasks

  • Administrative tasks to include, but are not limited to, reviewing agent Time Sheets and Expenses, and managing PTO schedules
  • Perform projects to increase efficiency and streamline communication for GLS program

5% Maintaining Internal Relationships

  • Work closely with Professional Services (PS) Resourcing Managers to ensure effective scheduling
  • Ensure direct and consistent communication with Professional Services management team

Education, Experience, & Skills:


  • Bachelor of Arts or Science degree or a minimum of three years of relevant work experience
  • Anexperienced professional and people manager capable of developing and managing a team, while managing the Client Go-Live Support functions that ensure successful Client implementation goals:
    • 2+ years management experience (preferably with a Project-Based Team and / or Remote Employees)
  • Mastery of the following Microsoft Office applications - Outlook, Excel, and Word
  • Proficiency with PowerPoint and Access; and an understanding of Visio
  • Strong ability to identify potential issues and participate in their resolution
  • Excellent management skills, written and oral communication skills, and acute self-awareness


  • Understanding of physician practice operations
  • athenaOne product knowledge
  • Solid understanding of the implementation process, the various interdependencies between operations and technology, both internal and external, and a mastery of the appropriate implementation methodologies and Protocols
  • Strong understanding of internal operations and their support of and service to Clients and NetworkOnboarding
  • Proficiency with the appropriate internal implementation tools
  • Detailed mastery of athenaNet, Salesforce, OpenAir or the Project Management tool in use by the department
  • High level understanding of the intranet and otherinternal operations systems at athenahealth
  • Understanding of an ASP model as it relates to a practice management system
  • Understanding and comfort with technology including connectivity, programming, data imports and exports, and the benefits of its use
  • Strong data collection and financial analysis abilities with regard to benchmarking information and practice management operational assessments

Behaviors & Abilities Required:

  • Enthusiastic team player
  • Ability to manage multiple priorities
  • Ability to evaluate personnel performance against established goals
  • Resourceful approach to solving problems and managing projects from beginning through to resolution
  • Flexibility: comfort working in a rapidly changing, diverse environment
  • Willing / excited to work in a fast-paced, but sometimes intense, rapidly expanding company
  • Ability to communicate effectively with a variety of support functions and stakeholders including direct reports, senior management, peers, and Clients


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