Emerging Product Services, Senior Associate - Support & Org Readiness

Title

Emerging Product Services Specialist (Support, Troubleshooting, Healthcare IT, Hybrid)

Job Overview

This role at athenahealth focuses on shaping the launch and support experience for new products and services. You will join the Emerging Product Services team, which supports offerings through early launch stages by building support processes, creating training, and identifying gaps to ensure scalability.

Why This Role Stands Out

• Shape the launch and support experience for innovative new healthcare products and services.
• Work with alpha and beta offerings, gaining exposure to cutting-edge solutions before they scale.
• Collaborate extensively with Product, Customer Success, and Operations teams.
• Utilize AI-enabled tools to enhance support content and case management efficiency.

Who This Role Is For

• An experienced professional with 6+ years in analytical or project management roles.
• A proactive problem-solver skilled in improving workflows and operational practices.
• An excellent communicator capable of tailoring messages to diverse audiences.
• Someone highly organized, able to manage multiple priorities in a fast-paced, cross-functional environment.
• A quick learner eager to master new tools, systems, and product workflows.

What Youll Do

• Communicate with customers, project stakeholders, and leadership on status, timelines, and risks.
• Troubleshoot and resolve complex product issues using available resources and cross-functional coordination.
• Execute standard operating procedures for product delivery tasks and customer support activities.
• Identify and implement improvements for support workflows, best practices, and process efficiency.
• Support new customer-facing features and workflows during alpha and beta stages.
• Create and update knowledge resources, documentation, and support materials as product needs change.
• Leverage AI-enabled tools to draft, summarize, or organize support content efficiently.
• Contribute to internal training collateral and enablement materials.

What Were Looking For

• 6+ years of professional experience, or an equivalent combination of education and experience.
• 4+ years of analytical and/or project management experience preferred.
• Proven 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.
• A demonstrated ability to quickly learn new tools, systems, and product workflows.