Senior Associate, Business Operations

Position Summary:  

The Business Operations team delivers insights and impact across Customer Success through defining, implementing, and monitoring key performance metrics, driving operational excellence, and enabling the execution and development of the Customer Success strategy. The Senior Business Operations Associate serves as a business partner to the Coaching & Training Services organization within Customer Success and is a key partner to their VP-level stakeholders. This individual is responsible for generating insights into customer and team performance and working with complex data to extract business insights that impact performance. They will also participate in the annual planning process, helping to set Customer Success team and individual goals, refreshing revenue forecasts and targets, and identifying cross-functional dependencies.  

 
Essential Functions (Duties and Responsibilities):  

30% Business partnership with Customer Success Leaders 

• Stakeholder management: act as a business partner to the Coaching & Training leadership team and executives, providing insights to help shape the strategy of the business 

• Develop a deep understanding of divisional priorities, goals, and focus areas to effectively partner in managing divisional performance  

• Produce business reports and metrics packages on a regular basis; Prepare business leaders to talk to service-specific performance via monthly report packs  

• Coordinate with Business Analytics team to create easily consumable data visualizations to solve key business questions and influence outcomes  

30% Ownership of Key Financial Forecasts and Expense Monitoring 

• Actively participate in the monthly forecasting process during the first six months in role. Becoming the directly responsible individual for the revenue forecast in first year  

• Drive forecast accuracy through process improvements and hold others accountable, even across divisions   

• Develop a deep understanding of our business reporting architecture to articulate variances and design reporting to surface performance and create accountability  

• Partner with Finance to track and monitor expense forecasts to ensure budget adherence and margin performance 

• Participate in Customer Success’ goal setting process including owning targets setting for key performance metrics  

25% Design, Implement and Support Key Process Changes Across Operations  

• Define, structure, and execute operational and strategic initiatives by developing work plans, gathering and synthesizing relevant data, leading analyses, process improvement initiatives, and developing actionable recommendations  

• Lead and support ad hoc projects and analyses aimed at improving operational performance and business outcomes  

• Ensure all programs have clear, quantifiable outcomes and measures that drive improved performance  

• Partner with Finance to ensure that projects have value-realization potential by validating financial models  

• Estimate impact of initiatives to help drive strategic prioritization  

• Identify and mitigate areas of cross-functional dependencies   

• Have a strategic mind for potential areas of project risk  

• Clear and consistent updates to VP and C-suite level leadership  

15% Ownership of the Customer Success portion of the corporate cadence 

• Actively participate in athenahealth’s annual planning process 

• Maintain forecast models for key operational performance measures including revenue and vendor expense budgets 

• Trend and analyze changes in metrics over time to identify root causes 

• Create executive level deliverables and present at Customer Success Leadership meetings 

Education & Experience Required:  

• Bachelor's Degree in Business, Finance/Accounting Operations/Supply Chain/Engineering, or related field 

• 4+ years of professional experience 

• 2+ years of experience in financial services, management consulting, corporate finance/strategy, analytical/business process improvement, or operations strategy 

• Familiarity and comfort using data visualization programs (Power BI, Tableau). Experience designing highly utilized, business critical dashboards/reports preferred 

• Comfort working with c-suite and executive level leadership 

• Healthcare industry experience preferred, but not required  

• Experience working with large and complex data sets a must  

Knowledge & Skills:  

• Ability to identify cross-divisional dependencies 

• Results oriented and skilled at building consensus 

• Able to work autonomously and be comfortable with ambiguity 

• Focused on delivering high quality and timely deliverables with a positive approach towards the work 

• Have strong written and verbal communication skills including executive presence 

• Demonstrate excellent analytical, critical thinking and problem-solving skills 

• Able to effectively work in a highly-matrixed organization, handling competing priorities and connecting the dots across teams