Senior Platform Services & Solutions Manager

Position Summary: 

Platform Services & Solutions is a technical professional services organization responsible for developing and deploying athenahealth’s Platform capabilities across athenahealth’s customer base, from mature multi-specialty nationwide health systems to emerging startups. Our Platform Services and Solutions organization is focused on growing the healthcare ecosystem by enabling builders and innovators, through a premium service offering and differential advantage to organizations seeking to push the boundaries of traditional healthcare technology and achieve improved patient and provider experience.

 
The Senior Platform Services and Solutions Manager will be a dedicated strategic adviser to Platform customers, driving tangible and strategic value by enabling customers to execute their interoperability strategies and leverage the full athenahealth ecosystem efficiently and effectively. This client-facing role will be focused on strategic consultation and management, advising on, designing, consulting and delivering full spectrum interoperability and technical solutions to ensure our customers’ solution architecture and design allow them to meet business goals while leveraging the athenahealth ecosystem.

 
Essential Functions, Duties and Responsibilities: 
Business Strategy and Technical Consulting 85% 

• Manage a book of business that contains athenahealth’s complex and strategic Platform customers, acting as the technical management consultant and strategic adviser 

• Maintain partnerships to leverage the athena matrix of knowledge, including working closely with Product to constantly evolve our capabilities to meet the needs of our customers and increase capabilities the market is demanding 

• Support Platform Services presence in market and support athenahealth’s sales process by engaging with prospective customers to help convey the value proposition of Platform Services and Solutions packages as well as provide technical discovery 

• Develop a long-term relationship as a strategic advisor for the customer across their business, leadership, and technical staff 

• Execute expert level program management including but not limited to: timeline management, risk mitigation and issue solution management, stakeholder and partner management, to ensure all deliverables are delivered with high quality on time 

• Engage in executive level communication, escalations, technical and strategic conversations 

• Scope interoperability needs, leverage knowledge of athena API and integration capabilities, and provide client facing technical documentation 

• Provide technical problem solving to ensure enduring customer success, including short term issues in partnering with integration support teams, and long-term needs through strategic product and solution road mapping. Lead whiteboarding sessions and guide strategic conversations, display depth and breadth of technical solutions 

• Act as a subject matter expert, coordinating members of our team and others while liaising with operations and product teams to ensure that the needs of our customers are being met 

• Drive efficiency and improvement within emerging products and Platform solutions 

• Perform as a subject matter expert as it relates to athenahealth product functionality, interoperability, workflows, and prevalent use cases necessitated by the market 

• Align client strategy and Platform program delivery with athenahealth roadmap  

Cross-Functional Leadership 15% 

• Work closely with leadership to build a high performing organization 

• Mentor and train others, particularly new team members and share institutional knowledge and subject matter expertise 

• Lead cross-functional improvement initiatives in support of team/division/company yearly goals to improve athenahealth’s overall performance 

• Participate in culture activities and initiatives to promote a healthy team  

Education & Experience Required: 

• Bachelor’s degree (or equivalent) required, advanced degree a plus 

• Minimum of 7 years relevant experience in professional services or management consulting 

• In depth experience with systems integration and data asset architecture and using technology as a strategic differentiation  

• Demonstrated ability to lead complex technology and/or healthcare engagements in a fast-paced, dynamic environment with competing priorities 

• Strong collaborator with successful track record of working in a heavily matrixed organizational structure  

• Demonstrated ability to successfully lead conversations from the deeply technical to C-level strategy   

• Ability to travel up to 25%, when necessary (not consistently) 

Knowledge & Skills:  

• Passion for improving healthcare, with empathy for the user of our products and services 

• Passion for understanding complex problems and driving high-quality systemic solutions. 

• Ability to align execution to vision  

• Experienced, confident communicator  

• Technical business impact skills: knowledge of activities, tasks, practices, and deliverables for assessing and documenting business opportunities. Ability to assess the benefits, risks and success factors of potential scenarios and applications 

• Understanding of healthcare environment and the demands of the business  

• Desire to manage ambiguity, investigate grey areas and improve clarity 

• Strong problem-solving skills 

• Ability to work independently as well as part of an extended, cross functional team