Director Client Services

Director Client Services

Join us as we work to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.

We are looking for a Director Client Services to join our Customer Care team within our Customer Success division. Your job will be to execute on the Customer Care strategy by driving accountability through KPIs for customers as well as agent level, partner with peers to drive standardized training and QA, and partner with CX Transformation leader to execute the reimagined E2E processes across ops.

But enough about us, let's talk about you.

You are a highly skilled professional with a depth of industry knowledge. You have well-developed inspirational leadership skills and extensive experience partnering with stakeholders to drive strategic initiatives and team execution. You excel at using data, process, and effective communication to influence outcomes and ensure accountability for yourself, your stakeholders, and your team. Your interpersonal skills and ability to influence others helps you to drive vision, team performance, customer impact and business metrics. You are self-motivated and able to creatively solve for business challenges and opportunities autonomously, even when clear next steps are not obvious.

The Team:

Our Chennai based Customer Care team supports customers by addressing issues across our suite of products via multiple channels available to them (including but not limited to call, case, and chat). This includes singular inbound/outbound interactions as well as multi-case engagements. This role will report directly to the Executive Director of Client Services.

Job Responsibilities:

· Support direct reports to manage day-to-day operations and performance of the team

· Support Customer Care organization in achieving shared goals

· Drive CI/Process Improvement programs that reduce intake volume and drive proactive reporting/self-service in partnership with Director of Processes and Projects.

· Partner with Director of Omnichannels to deploy appropriate self-service programs and enhancements and track volume and reason-codes

Typical Qualifications:

· 10+ years of experience in customer issue resolution

· 2-5 years in managing in Omnichannel environment (voice, chat, web)

· Deep understanding of contact center technologies and Workforce Management

· Salesforce experience preferred

About athenahealth:

In an industry that becomes more complex by the day, we stand for simplicity. We offer IT solutions and expert services that eliminate the daily hurdles preventing healthcare providers from focusing entirely on their patients — powered by our vision to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.

Our talented employees — or athenistas, as we call ourselves — spark the innovation and passion needed to accomplish our vision. We are a diverse group of dreamers and do-ers with unique knowledge, expertise, backgrounds, and perspectives. We unite as mission-driven problem-solvers with a deep desire to achieve our vision and make our time here count. Our award-winning culture is built around shared values of inclusiveness, accountability, and support.

Our vision of accessible, high-quality, and sustainable healthcare for all requires addressing the inequities that stand in the way. That's one reason we prioritize diversity, equity, and inclusion in every aspect of our business, from attracting and sustaining a diverse workforce to maintaining an inclusive environment for athenistas, our partners, customers and the communities where we work and serve.

Along with health and financial benefits, athenistas enjoy perks specific to each location, including commuter support, employee assistance programs, tuition assistance, employee resource groups, and collaborative workspaces — some offices even welcome dogs. We also encourage a better work-life balance for athenistas with our flexibility. While we know in-office collaboration is critical to our vision, we recognize that not all work needs to be done within an office environment, full-time. With consistent communication and digital collaboration tools, athenahealth enables employees to find a balance that feels fulfilling and productive for each individual situation. In addition to our traditional benefits and perks, we sponsor events throughout the year, including book clubs, external speakers, and hackathons. We provide athenistas with a company culture based on learning, the support of an engaged team, and an inclusive environment where all employees are valued.