Voice Of Customer, Customer Insights Senior Associate

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

We are looking for a Customer Insights Senior Associate to join our Voice of the Customer team within our Customer Success division. Your job will be to establish relationships with members of our Product teams to understand their roadmap and current work streams and surface insights to inform product development decisions.

You will process customer feedback related to their individual Product areas and contribute to curation of our Commercial Priorities List, which aligns the business on top customer/ prospect needs. They may be called upon to advise on product request escalations and coordinate across the organization on initiatives with customer impact.

The Team: The Voice of the Customer team at athenahealth is creating a culture where customers are at the core of everything athenahealth does. We enable the customer voice by collecting, analyzing and sharing customer feedback to drive awareness and action organizationally in partnership with our product and service teams.

Job Responsibilities

• Directly support Customer Sentiment business report outs (bi-annually) efforts to evaluate and define the customer satisfaction/customer loyalty measurement strategy that best aligns with athena’s goals and objectives
• Deeply understand, manage, analyze, and synthesize customer feedback to understand top Clinicals customer and prospect pain points and track themes and trends over time
• Partner with VoC colleagues to inform the evolution of gathering and reporting on customer feedback sources.
• Propose solutions to optimize client experiences
• Partner closely with key Product stakeholders (incl. Product Operations) to support release and planning cadence ceremonies.

Typical Qualifications

• Strong organizational skills, attention to detail, efficient time management skills and consistent follow-through
• Strong writing, editing, and communication skills
• Superior project management capabilities; high attention to detail, ability to prioritize and to multi-task in a fast-paced environment, manage several projects simultaneously, meet deadlines, and communicate potential conflicts to manager
• Bachelor's degree or 3-5 years experience in customer/ stakeholder relationship management required
• Travel required (predicting 10%); time may vary and will include travel to client site visits, athenahealth offices, conferences, training events, etc.

California: https://www.athenahealth.com/salary-range/ca-nontech-associate

Colorado: https://www.athenahealth.com/salary-range/co-nontech-associate

New York: https://www.athenahealth.com/salary-range/ny-nontech-associate

About Athenahealth

Here’s our vision: To create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all. 

What’s unique about our locations?

From an historic, 19th century arsenal to a converted, landmark power plant, all of athenahealth’s offices were carefully chosen to represent our innovative spirit and promote the most positive and productive work environment for our teams. Our 10 offices across the United States and India — plus numerous remote employees — all work to modernize the healthcare experience, together.

Our Company Culture Might Be Our Best Feature.

We don't take ourselves too seriously. But our work? That’s another story. athenahealth develops and implements products and services that support US healthcare: It’s our chance to create healthier futures for ourselves, for our family and friends, for everyone.

Our vibrant and talented employees — or athenistas, as we call ourselves — spark the innovation and passion needed to accomplish our goal. We continue to expand our workforce with amazing people who bring diverse backgrounds, experiences, and perspectives at every level, and foster an environment where every athenista feels comfortable bringing their best selves to work.

Our size makes a difference, too: We are small enough that your individual contributions will stand out — but large enough to grow your career with our resources and established business stability.

Giving back is integral to our culture. Our athenaGives platform strives to support food security, expand access to high-quality healthcare for all, and support STEM education to develop providers and technologists who will provide access to high-quality healthcare for all in the future. As part of the evolution of athenahealth’s Corporate Social Responsibility (CSR) program, we’ve selected nonprofit partners that align with our purpose and let us foster long-term partnerships for charitable giving, employee volunteerism, insight sharing, collaboration, and cross-team engagement.  

What can we do for you?

Along with health and financial benefits, athenistas enjoy perks specific to each location, including commuter support, employee assistance programs, tuition assistance, employee resource groups, and collaborative workspaces — some offices even welcome dogs.

In addition to our traditional benefits and perks, we sponsor events throughout the year, including book clubs, external speakers, and hackathons. And we provide athenistas with a company culture based on learning, the support of an engaged team, and an inclusive environment where all employees are valued.

We also encourage a better work-life balance for athenistas with our flexibility. While we know in-office collaboration is critical to our vision, we recognize that not all work needs to be done within an office environment, full-time. With consistent communication and digital collaboration tools, athenahealth enables employees to find a balance that feels fulfilling and productive for each individual situation.

athenahealth is committed to a policy of equal employment opportunity—that’s why we recruit and hire applicants without regard to race, color, religion, sex (including pregnancy), national origin, disability, age, sexual orientation, veteran status, genetic information, gender identity, gender expression, or any other factor prohibited by law. We’re happy to provide a reasonable accommodation, for those with a disability, to complete any part of the application process. If you are unable to access or use this online application process and need an alternative method for applying, please contact us at [email protected] for assistance.

https://www.athenahealth.com/careers/equal-opportunity