Onboarding Senior Associate, Group

Join us as we work to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.
** Job Description
** The Customer Onboarding Organization partners with new and existing athenahealth customers to deliver a predictable and outcomes-driven implementation journey. We work directly with practice owners, executives, providers, and other stakeholders to understand their goals and guide them toward the best path for adopting athena

One for both their medical and dental practice needs. Through deliberate expectation-setting and proactive communication, Customer Onboarding helps customers make the decisions that lead to stronger performance and an efficient transition to athena.
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* Position Summary:

** The Group Onboarding Senior Associate serves as a trusted advisor and project lead throughout implementation, ensuring that both the customer and athena meet the responsibilities of our co-sourced model to achieve a timely, predictable, and high-quality go-live. Within our Community Health team, the Senior Associate operates at times as part of an integrated onboarding team—including Program Management, Project Associates, SMEs, and Director oversight— while also operating independently on dedicated projects.

Whether operating independently or jointly with their medical onboarding peers, the Senior Associate is accountable for meeting all readiness criteria and driving successful post-live outcomes.

The Senior Associate surfaces risks early, aligns internal and external stakeholders, and works cross-functionally across the athena ecosystem—Sales, Product, Customer Success, and other operational teams—to remove friction, enable informed decision-making, and keep customers moving with clarity and purpose.
** Responsibilities may include, but are not limited to:
**** Customer Obsessed Project Leadership
*** Lead customers through the organizational, workflow, and behavioral changes required to successfully adopt athena

One.
* Help stakeholders understand the impacts of new processes by guiding key decisions, clarifying roles and responsibilities, and reinforcing the behaviors that enable desired outcomes.
* Operate both independently and within a matrixed team structure to drive accountability and coordinate day-to-day project activities across a portfolio of customers, ensuring timely and predictable delivery.
* Proactively communicate project status, risks, mitigation strategies, and scope or timeline changes to both internal teams and customers—enabling joint problem-solving and aligned next steps.
* Set clear, accurate expectations around athena’s product capabilities and service model to support informed decision-making throughout implementation.
* Provide thoughtful, consultative guidance on recommended workflows and best-practice use of athena

One, ensuring customer choices support long-term success.
* Collaborate closely with the cross-functional Onboarding team—including the Director sponsor, Program Manager, and Project Associates—to deliver a cohesive, high-quality implementation experience.
* Navigate and manage escalations with a balanced, data-driven, and consultative approach—addressing root causes, aligning stakeholders, and driving resolutions that support both customer outcomes and athena’s standards.
* Maintain accurate, transparent documentation of project milestones, decisions, risks, and meeting outcomes to ensure alignment and predictable progress.
** Organizational Contribution & Professional Growth
*** Support the onboarding of new team members by sharing best practices, offering guidance, and helping them integrate into athena’s implementation approach.
* Offer insight and expertise to advance strategic priorities across Customer Onboarding and contribute as a Subject Matter Expert in leadership-led initiatives.
* Promote a culture of continuous improvement by sharing lessons learned, modeling self-awareness, and elevating team performance through deliberate knowledge-sharing.
* Stay current on product releases, operational changes, and internal development opportunities to continually grow your expertise and strengthen your impact.
* Build strong,…