Manager, Sales Operations and Contracting

athenahealth; United States; Remote; USD 100,000 - 170,000; Full time

Job summary

athenahealth is seeking a Senior Sales Operations Leader to guide a remote team responsible for client acquisition, onboarding, and deal operations for the small group segment. You will partner across Sales, Customer Success, Onboarding, Finance, Legal, and Continuous Improvement to strengthen performance and service quality.

West Coast hours and 20% travel are required. You will manage contracting, order processing, and ongoing queue throughput while using AI-enabled tools to drive efficiency

Qualifications

• Bachelor’s degree or equivalent practical experience.
• 3–5 years in customer support, operations, or a related operational role.
• Ability to work West Coast hours.
• Experience in a high-volume shared queue or service environment with turnaround time expectations.
• Prior people management experience.
• Demonstrated success coaching, developing, and holding a team accountable through change and ambiguity.
• Strong relationship-building and communication skills.
• Excellent written and verbal communication skills.
• Strong analytical skills with ability to interpret data and build reports.
• Experience with large data sets and identifying trends.
• Proficiency with Microsoft Office Suite, including advanced Excel.
• Experience with Salesforce CPQ.
• Experience with BI/visualization tools (Tableau or Power BI).
• Contracting or deal operations experience preferred.
• Ability to work core West Coast business hours and collaborate remotely.
• Comfortable using AI-supported tools to improve productivity.

Responsibilities

• Lead, coach, and develop the Sales Operations team across contracting and deal support.
• Translate business priorities into clear team goals, resource plans, and day-to-day direction.
• Manage the shared case queue by monitoring volume, aging, backlog, and turnaround times.
• Partner with Sales, Customer Success, and Onboarding leaders to support client lifecycle from acquisition to retention.
• Oversee proposal, contracting, and order processing activities including updates and approvals.
• Improve workflows with Finance, Legal, and Continuous Improvement to streamline processes.
• Maintain team reporting and operational metrics using dashboards and data.
• Track performance indicators to guide decisions and prioritize work.
• Use AI-enabled tools to organize queue data and surface patterns.
• Travel required 20% annually.
• Escalation point for complex work and prioritization discussions.
• Support change management for new workflows or operating models.
• Provide clear written communication and maintain remote team connection.
• Contribute to cross-functional planning affecting client operations.
• Other duties as assigned by Executive Director, Sales Operations.

Skills

Team leadership

Operations management

West Coast hours

Customer support

Data analysis

Report building

Communication

Relationship building

Excel (advanced)

Salesforce CPQ

BI tools (Tableau/Power BI)

AI tools

Contracting/Deal operations

Education

Bachelor’s degree or equivalent practical experience

Tools

Excel

Salesforce CPQ

Tableau

Power BI

Job description

Position Summary

Lead the team that supports client acquisition, onboarding, and ongoing deal operations for the small group sales segment. In this role, you will guide a remote team, improve contracting and order workflows, and help ensure internal stakeholders and clients receive accurate, timely support. You will partner across Sales, Customer Success, Onboarding, Finance, Legal, and Continuous Improvement to strengthen operational performance and service quality. This role is remote on the West Coast and reports to the Executive Director, Sales Operations.

About the Team

The Sales Operations & Contracting team supports the workflows that keep the client lifecycle moving from proposal through contract execution and order processing. The team works closely with Sales, Customer Success, and Onboarding to help ensure client contracts are accurate, approved, and processed efficiently. They also partner with Finance, Legal, and Continuous Improvement to improve processes, reduce delays, and scale operational support. The team uses Salesforce, operational dashboards, and shared queue management practices to track work, measure performance, and identify improvement opportunities.

Essential Job 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.

Additional Job Responsibilities

• 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.

Expected Education & Experience

• 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.

• Experience working in a high-volume shared queue or service environment with turnaround time expectations preferred.

• 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.

• Experience with a BI or visualization tool such as Tableau or Power BI preferred.

• Contracting or deal operations experience preferred.

• 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.

Expected Compensation

$100,000 - $170,000

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. Our award‑winning culture is built around shared values of inclusiveness, accountability, and support.

Our 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.

What we can do for you

Along with health and financial benefits, athenistas enjoy perks specific to each location, including commuter support, employee assistance programs, tuition assistance, employee resource groups, and collaborative workspaces - some offices even welcome dogs.

We also encourage a better work‑life balance for athenistas with our flexibility. While we know in‑office collaboration is critical to our vision, we recognize that not all work needs to be done within an office environment, full‑time. With consistent communication and digital collaboration tools, athenahealth enables employees to find a balance that feels fulfilling and productive for each individual situation.

In addition to our traditional benefits and perks, we sponsor events throughout the year, including book clubs, external speakers, and hackathons. We provide athenistas with a company culture based on learning, the support of an engaged team, and an inclusive environment where all employees are valued.

Learn more about our culture and benefits here: athenahealth.com/careers

https://www.athenahealth.com/careers/equal-opportunity