Head of Onsite Training & Leadership

Senior Manager, Onsite Training & People Leadership Position Summary

The Senior Manager, Onsite Training & People Leadership is a key leadership role within athenahealth’s Customer Success division, responsible for leading, developing, and retaining a geographically dispersed team of high-travel Onsite Training (OT) professionals supporting client go-lives across the United States and its territories. This leader serves as the primary coach, advocate, and operational leader for a team deployed in fast-paced, high-intensity client environments.

Success in this role requires strong people leadership, the ability to foster engagement and wellbeing across a field-based workforce, and a proven track record of building trust, accountability, and performance over time. In addition to team leadership responsibilities, this role partners closely with enterprise clients on training strategy, collaborates cross-functionally to improve operational processes, and helps drive consistency and excellence across the broader Coaching and Training Services organization.

The ideal candidate brings experience leading teams through complex healthcare implementations and excels at balancing employee experience, client outcomes, and operational execution.

Our Onsite Training team provides hands‑on, customized training and support during the critical go‑live phase of a client’s transition to athenahealth products. OT Trainers are deployed to healthcare organizations nationwide, often on short notice and during highly dynamic implementation periods. The team operates within the Coaching and Training Services organization and plays a critical role in enabling client adoption, driving performance outcomes, and supporting long‑term customer success.

• Lead, coach, and develop a team of 10–15 high‑travel OT Trainers serving healthcare clients across the country
• Build strong team connection and engagement across a dispersed workforce through regular 1:1s, coaching, and ongoing communication
• Monitor team wellbeing, workload, and travel demands, proactively identifying burnout risks and implementing strategies to sustain performance and retention
• Conduct onboarding support and 30/60/90‑day check‑ins for new hires
• Lead performance management activities including calibration discussions, career development conversations, and ongoing feedback
• Foster a culture of accountability, collaboration, inclusion, and continuous improvement

• Partner with the Resource Deployment team to align staffing assignments with business needs, trainer capability, and workload balance
• Oversee weekly administrative operations including timesheet approvals, PTO management, travel coordination support, and expense submissions
• Own and drive a defined area of operational responsibility such as onboarding oversight, quality assurance, KPI management, process documentation, or vendor coordination
• Support operational scalability by identifying process improvement opportunities and driving adoption across stakeholder groups

• Consult with large and complex clients on onsite training strategy and go‑live readiness
• Serve as a trusted advisor to client leadership during enterprise implementations and high‑visibility go‑lives
• Travel onsite to key client engagements to provide leadership support, ensure execution quality, and support trainer success in the field
• Partner with the OT Director and cross‑functional stakeholders including Onboarding, Sales, Resource Deployment, and Voice of the Customer to improve client and employee outcomes
• Support major organizational initiatives and team events, including the annual Onsite Training Summit

• Bachelor’s degree or equivalent experience
• 5+ years of experience in healthcare implementation, onboarding, customer success, professional services, or related operational leadership environments
• Demonstrated people management experience, including leading distributed, field‑based, or high‑travel teams
• Proven ability to coach, develop, and retain talent in demanding, fast‑paced, or…