Emerging Product Services, Senior Associate - Support & Org Readiness

Position Summary

Help shape the launch and support experience for new athenahealth products and services. In this role, you will respond to internal and external stakeholders, troubleshoot complex issues, complete defined product delivery work, and help improve workflows and support practices. This position is based in Belfast and follows an internal hybrid work model. It reports to the Emerging Product Services Manager, Support & Org Readiness.

The Emerging Product Services team supports new products and services as they move through early launch stages. It partners closely with Product, Customer Success, Operations, and other stakeholders to build support processes, create training materials, identify gaps, and ensure new offerings are ready to scale. The team uses customer feedback, product documentation, support workflows, and cross‑functional collaboration to improve the experience for both customers and internal teams.

It supports alpha and beta offerings before transitioning mature work to long‑term ownership teams.

• Communicate with customers, project stakeholders, and leadership to gather information, share status updates, and surface timelines, deliverables, and risks
• Troubleshoot and resolve issues using online help resources and coordination with Product Optimization, Customer Success, and Product stakeholders
• Execute standard operating procedures for product delivery tasks, knowledge updates, issue escalation, and customer support activities
• Identify opportunities to improve support workflows, best practices, and process efficiency
• Represent the customer perspective by anticipating pain points and recommending support improvements
• Support new customer‑facing features and workflows during alpha and beta stages
• Create or update knowledge resources, documentation, and support materials as product needs change
• Use AI‑enabled tools to draft, summarize, or organize support content and case information more efficiently, while applying judgment to verify accuracy before sharing or taking action

• Contribute to training collateral and internal enablement materials
• Participate in cross‑functional meetings to share updates and raise issues
• Support handoff planning as products move from incubation to longer‑term operational ownership
• Assist with special projects related to product readiness and customer experience
• Document recurring issues and recommend process improvements
• Help maintain consistent communication across internal teams during launch activities

• 6+ years of professional experience, or an equivalent combination of education and experience
• 4+ years of analytical and/or project management experience preferred
• Experience improving workflows, support processes, or operational practices
• Strong problem‑solving skills and the ability to work through complex issues
• Excellent verbal and written communication skills, with the ability to tailor messages to different audiences
• Strong organizational and time‑management skills, with the ability to manage multiple priorities
• Experience working across teams in a fast‑paced environment
• Ability to learn new tools, systems, and product workflows quickly

$83,000 – $141,000. The base salary range reflects the full range for this role and is influenced by multiple factors including experience, knowledge, and market rates.

Health and financial benefits, commuter support, employee assistance programs, tuition assistance, employee resource groups, collaborative work spaces, flexibility, and other perks.