Executive Director, Customer Onboarding; athenaOne

Position Summary

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

Our Customer Onboarding team delivers athena

One 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.

• 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.
• Par…