Business Systems Manager- Customer Success Management

About the role

Join us as we work to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all. This role focuses on Customer Support Management (CSM) configuration and improving business performance, user experience, and operational effectiveness.

Core Responsibilities

• Stakeholder collaboration
• Work closely with stakeholders and Product Managers to analyze, understand, and document requirements.
• Manage stakeholder expectations around scope, timelines, and deliverables.
• Serve as a liaison between business stakeholders and IT to ensure alignment on project goals.
• Requirements gathering and analysis
• Collect, analyze, and document functional and technical requirements for new projects, enhancements, and production issues.
• Avoid gaps, risks, and identify improvement opportunities.
• Translate business needs into clear requirements that support solution design and implementation.
• Process design and documentation
• Create business process models and current/future state design documents.
• Maintain documentation such as business requirements, use cases, process flows, functional specifications, user stories, data schemas, and data flow diagrams.
• Continuously evaluate processes for improvement and automation opportunities.
• Solution delivery and configuration
• Collaborate with Product Managers and technical teams to define and implement system enhancements.
• Recommend best practices and process improvements for scalability and efficiency.
• Conduct application configuration in Salesforce and supporting applications.
• Absorb data mapping and system integrations.
• Proactively manage upgrades and maintenance for existing applications.
• Test functionality and coordinate user acceptance testing with stakeholders.
• Research production system issues and resolve user problems, escalating when necessary.
• Affordably manage the backlog of production issues and enhancement requests.
• Create and execute unit, integration, and UAT test plans where appropriate.
• Data and reporting
• Conduct data analysis, write queries, and develop reports.
• Avoid stakeholder data needs and recommend optimal data sources.
• Use data to monitor progress and guide prioritization.
• Continuous improvement
• Stay current on technology trends and best practices.
• Identify opportunities to improve efficiency, scalability, and user experience.
• Support informed decision-making through analysis and business acumen.

Required Experience & Skills

• 3–5 years of experience in a business analyst role.
• Salesforce domain knowledge.
• Practical experience with Salesforce platforms and applications preferred.
• Strong written, verbal, and presentation skills.
• Strong analytical, investigative, and problem-solving skills.
• Familiarity with Jira, Confluence, Salesforce, Bitbucket, and Git.
• Experience with unit, integration, and user acceptance testing preferred.
• Experience with both Agile and Waterfall project management methodologies preferred.
• Proven experience managing technology in a SOX and SOC1 environment.
• Relevant Salesforce or BSA certifications are helpful and should be maintained as applicable.

Why This Role Matters

This role helps ensure business needs are translated into effective, well-documented, and scalable technology solutions. The work supports stronger workflows, better system performance, and improved collaboration between business and technology teams.

Expected Compensation

$105,000 - $179,000

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.

About Athenahealth

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 group of dreamers and do-ers with unique knowledge, expertise, backgrounds, and perspectives. We unite as mission-driven problem-solvers with a deep desire to achieve our vision and make our time here count.

DEI Commitment

Our vision of accessible, high-quality, and sustainable healthcare for all requires addressing the inequities that stand in the way. That's one reason we prioritize diversity, equity, and inclusion in every aspect of our business, from attracting and sustaining a diverse workforce to maintaining an inclusive environment for athenistas, our partners, customers and the communities where we work and serve.