Emerging Product Services, Senior Associate - Support & Org Readiness

Position Summary

Join us as we work to create a thriving ecosystem that delivers accessible, high‑quality, and sustainable healthcare for all.
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 blends customer support, operational problem‑solving, and product enablement to drive new offerings from alpha and beta through general availability.

The position is based in a hybrid work arrangement in Belfast, ME, and reports to the Emerging Product Services, Support & Org Readiness Manager.

The Emerging Product Services team supports new and evolving products within the Product Optimization organization, working closely with Product, Engineering, Customer Success, Operations, and customers to troubleshoot issues, share product feedback, and improve launch readiness.

• 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 on 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, applying sound judgment to AI‑generated output.
• Develop and maintain standard operating procedures, knowledge articles, support documentation, user stories, escalation paths, and operational best practice materials.
• 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 scalability of customer support operations.
• 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.

• 6+ years of professional experience, or 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 other data analysis tools (preferred).
• Experience using AI‑powered tools to improve productivity, documentation, knowledge management, analytics, or customer support workflows.
• 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 both technical and non‑technical audiences.
• Ability to balance multiple priorities, work cross‑functionally, and drive continuous improvement in a fast‑paced environment.

Base salary range: $83,000 – $141,000, reflecting the full range for this role. Compensation is determined by experience, skill set, market rates, and other factors. The role also participates in a total rewards package that may include short‑ and long‑term incentives, variable compensation, and equity plans.

athenahealth is an equal‑opportunity employer and encourages candidates from all backgrounds to apply.