Note: The job is a remote job and is open to candidates in USA. athenahealth provides IT solutions and services that help healthcare providers focus on patient care. The Manager, Sales Operations and Contracting will lead a remote sales operations team supporting client acquisition, onboarding, contracting, and deal operations while improving workflows, reporting, and service quality across cross-functional teams.
Responsibilities
- Lead, coach, and develop the Sales Operations team, building accountability, shared knowledge, and consistent execution across contracting and deal support
- Translate business priorities into clear team goals, resource plans, and day-to-day work direction
- Manage the shared case queue by monitoring volume, assignment, aging, backlog, and turnaround times to ensure timely resolution
- Partner with Sales, Customer Success, and Onboarding leaders to support client acquisition through retention
- Oversee proposal, contracting, and order processing activities, including contract updates, amendments, approvals, and order entry
- Improve workflows by partnering with Finance, Legal, and Continuous Improvement to streamline, scale, and automate related processes
- Maintain team reporting and operational metrics, using dashboards and data to identify trends, root causes, and improvement opportunities
- Track performance indicators that measure team health and process effectiveness, and use findings to guide decisions and prioritize work
- Use AI-enabled tools to help organize queue data, summarize reporting, and surface patterns or exceptions that can improve team productivity and decision-making
- Other duties as assigned by Executive Director, Sales Operations
- Travel required 20% annually
- Serve as the escalation point for complex work, competing priorities, and operational tradeoffs
- Lead prioritization discussions to align business needs, stakeholder expectations, and team capacity
- Support change management efforts tied to new workflows, services, or operating models
- Provide clear written communication and maintain team connection in a remote environment through regular one-on-ones and team meetings
- Contribute to cross-functional planning discussions that affect client operations and service delivery
- Other duties as assigned by the Executive Director, Sales Operations
Skills
- Bachelor's degree or equivalent practical experience
- 3–5 years of experience in customer support, operations, or a related operational role
- Ability to work West Coast hours
- Prior people management experience required
- Demonstrated success coaching, developing, and holding a team accountable through change and ambiguity
- Strong relationship-building skills with the ability to support internal stakeholders with competing priorities
- Excellent written and verbal communication skills
- Strong analytical skills with the ability to interpret data, build reports, and turn findings into action
- Experience working with large data sets and identifying trends, risks, and opportunities
- Proficiency with Microsoft Office Suite, including advanced Excel
- Experience with Salesforce CPQ required
- Ability to work core West Coast business hours and collaborate effectively in a remote environment
- Comfortable using AI-supported tools to improve productivity, analyze operational information, and support workflow decisions
- Travel required 20% annually
- Experience working in a high-volume shared queue or service environment with turnaround time expectations preferred
- Experience with a BI or visualization tool such as Tableau or Power BI preferred
- Contracting or deal operations experience preferred
Benefits
- Depending on role eligibility, an annual discretionary bonus plan
- Depending on role eligibility, a variable compensation plan
- Depending on role eligibility, equity plans
- Health and financial benefits
- Location-specific commuter support
- Location-specific employee assistance programs
- Location-specific tuition assistance
- Location-specific employee resource groups
- Location-specific collaborative workspaces
- Some offices welcome dogs
- Flexibility that enables employees to find a balance that feels fulfilling and productive for each individual situation
- Company-sponsored events throughout the year, including book clubs, external speakers, and hackathons
- A company culture based on learning
- Support of an engaged team
- An inclusive environment where all employees are valued
Company Overview
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