Emerging Product Services, Senior Associate - Support & Org Readiness

Emerging Product Services Support Role

Join us as we work to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.

Position Summary:

Support the launch and growth of emerging products and services by partnering with customers and internal teams to resolve issues, improve support processes, and strengthen the customer experience. This role combines customer support, operational problem-solving, and product enablement to help new offerings move from alpha and beta to general availability. The position is based in a hybrid work arrangement in Belfast, ME.

This role reports to the Emerging Product Services, Support & Org Readiness Manager.

About the Team:
The Emerging Product Services team supports new and evolving products within the Product Optimization organization. The team works closely with Product, Engineering, Customer Success, Operations, and customers to troubleshoot issues, share product feedback, and improve readiness for launch and scale. Team members use tools such as Salesforce, Jira, Confluence, and data analysis platforms to track work, document processes, and identify trends.

The team's mission is to provide reliable support and help build scalable operational practices for new products.

Essential

Job Responsibilities:

• Communicate with customers, project stakeholders, and leadership to share status updates, timelines, risks, and resolution progress.
• Troubleshoot and resolve complex customer and product issues using technical resources, product documentation, data analysis, and cross-functional partnerships.
• Analyze support trends, operational metrics, and customer feedback to identify recurring issues and recommend improvements.
• Build and maintain subject matter expertise for assigned products and cross-train team members as products evolve.
• Use AI-enabled tools and automation opportunities to improve support workflows, knowledge management, documentation, and operational efficiency while applying sound judgment to AI-generated output.
• Develop and maintain standard operating procedures, knowledge articles, support documentation, user stories, escalation paths, and operational best practices.
• Represent customer needs by surfacing pain points, identifying product gaps, and partnering with Product teams to prioritize enhancements.
• Execute product delivery tasks, maintain knowledge resources, coordinate issue communication, and support timely resolution of customer-impacting issues.
• Identify opportunities to automate repetitive processes and improve the scalability of customer support operations.

Additional

Job Responsibilities:

• Support special projects related to product launches, process improvements, or operational readiness.
• Contribute to team training materials and onboarding resources.
• Partner with peers to share best practices and improve consistency across workflows.
• Help refine reporting, dashboards, or tracking methods used by the team.
• Participate in meetings and working sessions to support alignment across functions.

Expected

Education & Experience:

• 6+ years of professional experience, or an equivalent combination of education and experience.
• 4+ years of experience in product operations, customer support, analytics, technical operations, or project management preferred.
• Experience managing complex customer issues, escalations, or operational workflows using tools such as Salesforce, Jira, Confluence, or similar platforms.
• Strong analytical skills with experience interpreting operational data and using insights to improve processes.
• Working knowledge of SQL, Snowflake, BI dashboards, spreadsheets, or similar data analysis tools preferred.
• Experience using AI-powered tools to improve productivity, documentation, knowledge management, analytics, or customer support workflows.
• Ability to understand, validate, or guide data queries, including responsible use of AI-assisted query generation and analysis.
• Strong process design and documentation skills, including SOPs, knowledge articles, user stories, support tickets, and acceptance criteria.
• Excellent verbal and written communication skills with the ability to translate technical concepts for technical and non-technical audiences.
• Ability to balance multiple priorities, work cross-functionally, and drive continuous improvement in a fast-paced environment.

Expected Compensation

$83,000 - $141,000

The base salary range shown reflects the full range for this role from minimum to maximum. At athenahealth, base pay depends on multiple factors, including job-related experience, relevant knowledge and skills, how your qualifications compare to others in similar roles, and geographical market rates. Base pay is only one part of our competitive Total Rewards package - depending on role eligibility, we offer both short and long-term incentives by way of an annual discretionary bonus plan, variable compensation plan, and equity plans.