Senior Strategy and Operations Associate

Role Summary

The Senior Strategy & Operations Associate partners with Customer Success to translate corporate strategy into division initiatives. They define and report on KPIs across the customer lifecycle, drive adoption of process standards, and analyze complex data to deliver business insights. This role supports VP-level stakeholders in planning, goal setting, capacity modeling, and identifying cross-functional dependencies. The Senior Strategy and Operations Associate will report directly to the Business Operations Director.

The Strategy & 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.

• Act as a business partner to the Customer Success leadership team and executives, providing insights to help shape strategy and reviewing KPI trends and performance on a recurring basis.
• Develop a deep understanding of divisional priorities, goals, and focus areas to effectively manage divisional performance.
• Produce business reports, metrics packages, and easily consumable data visualizations to solve key business questions.
• Prepare business leaders to communicate service-specific performance.
• Participate in athenahealth’s annual planning and Customer Success goal-setting processes, offering insights and analyses to support target setting and accountability.
• Maintain and manipulate forecast models and dashboards (Tableau, Salesforce) for key operational performance measures including Annual Revenue Implemented (ARI), Attrition, and Case volume.
• Trend and analyze changes in metrics over time to identify root causes and run bi-weekly/quarterly performance meetings.
• Create executive-level deliverables and present at Customer Success Leadership meetings.

• Support operational and strategic initiatives by delivering against workplans, synthesizing data, performing analyses, and providing recommendations.
• Lead and support ad hoc projects aimed at improving operational performance and business outcomes, including refreshing financial models and estimating initiative impacts.
• Identify and surface cross-divisional dependencies and project risks, providing clear updates to VP-level leadership.
• Support project teams responsible for managing and executing strategic initiatives.

• Bachelor’s degree in Business, Finance, Analytics, or a related discipline preferred.
• 4+ years of relevant experience in commercial strategy, operations, or related fields.
• Proficiency using data visualization programs (Power BI, Tableau).
• Experience designing and managing highly utilized, business-critical dashboards and reports.
• Comfortable working with c-suite and executive-level leadership.
• Strong analytical and problem-solving skills.
• Excellent communication and presentation abilities.
• Experience working with large and complex data sets a must.

$96,000 - $162,000

The base salary range shown reflects the full range for this role from minimum to maximum. At athenahealth, base pay depends on multiple factors, including job-related experience, relevant knowledge and skills, how your qualifications compare to others in similar roles, and geographical market rates. Base pay is only one part of our competitive Total Rewards package - depending on role eligibility, we offer both short and long-term incentives by way of an annual discretionary bonus plan, variable compensation plan, and equity plans.

Our vision: 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 company culture: Our talented employees — or athenistas, as we call ourselves — spark the innovation and passion needed to accomplish our vision. We are a diverse…