Executive Director, Customer Onboarding (athenaOne)

About the role

Our Customer Onboarding team delivers athenaOne implementation across a diverse portfolio of ambulatory practices and health systems. We are project managers, consultants and advisors - equally fluent in workflow design, system configuration, change management, and go-live execution. We work across multiple, concurrent engagements with a wide range of stakeholders, and hold ourselves accountable to outcomes, not just milestones. Essential Job Responsibilities: Drive outcomes, not just timelines Define and own go-live success metrics - time to baseline ramp, post-live revenue cycle stabilization, clinical workflow adoption, and NPS - treating them as the true measures of delivery quality Ensure every implementation is designed around the customer's operational goals, not just the project plan Use data proactively to identify at-risk engagements, realign resources, and intervene before customers feel the impact Lead as a consultative partner Serve as a senior advisor to customers, especially during complex or high-stakes implementations, bringing a point of view on best practices, tradeoffs, and the path to sustainable performance Partner with Sales to shape realistic expectations during the pre-sale process - and with Customer Success to ensure a clean, well-documented handoff that sets customers up for long-term success Influence product and operations roadmaps by surfacing patterns across your portfolio that reflect what customers actually need to succeed Build and lead a high-performing delivery organization Lead a diverse team of onboarding managers, advisors, and specialists Foster a culture of customer obsession, consultative accountability, and continuous improvement - where team members feel ownership over outcomes, not just tasks Develop team capability through coaching, structured feedback, and a shared delivery methodology that elevates the quality and consistency of every engagement Champion shared services investments - in transformation, configuration, methodology, and post-live surveillance - that reduce variability and accelerate time to ramp across the portfolio Advance the delivery model through AI, technology, and best-in-class consultation Champion the evolution of athenahealth's onboarding delivery model - identifying where AI-enabled tools, automation, and intelligent workflows can reduce implementation friction, surface risk earlier, and accelerate time to ramp Partner with product and technology teams to embed AI-driven insights into the onboarding experience - from configuration recommendations and workflow optimization to predictive post-live surveillance Elevate the quality and consistency of change management and adoption practices across every engagement - ensuring customers are not just technically live, but operationally ready to perform on day one Raise the bar on upfront consultation - positioning onboarding consultants as trusted partners who help customers make informed decisions about workflows, configuration, and change strategy well before go-live Ensure post-live engagement is proactive, not reactive - designing a consultation model that monitors adoption signals, identifies performance gaps, and delivers targeted guidance through the stabilization period and beyond Translate delivery insights and outcome data across your portfolio into scalable best practices, playbooks, and methodology improvements that benefit every customer and elevate the entire team Execute with operational rigor Deliver on budget, revenue forecast, and growth targets across your book of business Monitor and actively manage key performance indicators, using them to drive decisions rather than report on them after the fact Partner with the broader Customer Onboarding leadership team as a strategic thought leader - contributing to the evolution of our delivery model, team structure, and customer experience Expected Education & Experience: Bachelor's degree required; advanced degree strongly preferred 10+ years leading large-scale customer-facing implementation teams for complex SaaS solutions, with a dem

Benefits

Additional Information

Join us as we work to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all. Position Summary: As Executive Director of Customer Onboarding, you will lead one of the most consequential parts of the customer relationship - the journey from contract execution through a successful, sustainable go-live. This is not a project management role. It is a consultative leadership role for someone who obsesses over customer outcomes, builds high-performing delivery organizations, and understands that how a customer goes live shapes everything that comes after. You will bring strategic vision, a deeply consultative approach, and the operational discipline to lead complex SaaS implementations at scale - while keeping the focus squarely on practice performance, clinical readiness, and revenue cycle health from day one.

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