Emerging Product Services, Senior Associate

Join us as we work to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all. We are seeking an Emerging Product Services Senior Associate to join our Emerging Product Services team with the Product Optimization organization at athenahealth. Your job will be to provide support for our emerging products and services, by responding to internal and external stakeholders, troubleshooting complex issues, executing on defined product deliverables, and developing new workflows and best practices . But enough about us. Let’s talk about you. You enjoy helping others by supporting customers. You love troubleshooting and problem solving. You want to roll your sleeves up, learn by doing, identify enhancements to product functionality, optimize support workflows, and improve the overall customer experience. The ideal candidate will demonstrate excellent attention to detail and thrive in an environment where you “own” a core set of responsibilities, while flexing into additional opportunities as they arise. The Team : The Emerging Product Services (EPS) team incubates new products and services by supporting customers and operations functions, designing optimal enablement pathways, identifying training collateral needs, and surfacing gaps to Product, ensuring that new offerings are stable and at scale before handing off to Customer Success and Operations teams. This role will be tasked with supporting and scaling new customer-facing features through the alpha / beta stage and / or new service operations throughout the pilot stage. Job Responsibilities Execute on SOPs for completing operations tasks, improving knowledge resources, notifying Customer Success or Product stakeholders of any issues, and maintaining a positive customer experience Coordinate with Customer Success and Product stakeholders to gather information, overcome technical dependencies and convey updates, including timelines, deliverables, and risk Initiate improvements to best practices and SOPs, targeting opportunities to improve customer and stakeholder experience, and increase efficiency of outcomes Troubleshoot and resolve issues using online help resources Act as the voice of the client, anticipating pain points and identifying opportunities to improve support workflows and product capabilities ​ Typical Qualifications 6 years of professional experience or equivalent combination of experience / education 4 years of analytical and / or project management experience preferred Proven experience supporting customers, optimizing best practices, and problem solving, with a willingness to take risks and drive outcomes Excellent verbal and written communication skills, including the ability to tailor communication-based on audience Strong organizational and time management skills, ability to balance multiple competing priorities 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