Emerging Product Services, Senior Associate

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