Voice of Customer, Senior Associate Analytics & Advocacy

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

The Customer Insights Senior Associate will manage, analyze, and synthesize customer feedback to understand top pain points and track trends over time related to the customer and product experience. They are responsible for building tools and artifacts to help provide reports, analyses, and insight into the performance of teams within Customer Success and will support regular report-out to the organization on both overall customer sentiment and customer response to our product releases. They will also establish relationships with members of various Commercial teams, with a particular focus on Coaching and Training Services and Customer Care, to understand their priority initiatives to surface VoC insights in support of service and organizational strategy.

The Voice of the Customer (VoC) team at athenahealth is creating a culture where customers are at the core of everything athenahealth does. We sit within the Customer Success organization that manages the customer relationship from post-sales through maturation on our products and services. We enable the customer voice to be heard by collecting, analyzing and sharing their feedback to drive awareness and action among our product and service teams. We engage our customers in community and user groups and communicate how their feedback impacts product development. 

Responsibilities:

• Partner with stakeholders to create solutions to problems surfaced in customer feedback

• Lead (or meaningfully contribute to) projects that improve our ability to evaluate the customer experience or address top customer pain points

• Create and nurture relationships with key Coaching and Training Services and Customer Care stakeholders and their business partners  

• Deeply understand, manage, analyze, and synthesize customer feedback to understand top customer and prospect pain points and track themes and trends over time 

• Partner with stakeholders to create solutions to problems surfaced in customer feedback 

• Lead (or meaningfully contribute to) projects that improve our ability to evaluate the customer experience or address top customer pain points 

• Act as an expert on Customer Success’ data systems and structures  

• Write SQL queries to extract and clean data for analysis and ad hoc reporting  

• Create reports within applications (e.g. Salesforce.com) for multiple teams 

• Design and evaluate individual questions and responses for surveys aligned with your business areas 

Education, Experience, & Skills Required:

• Bachelor’s Degree (BA/BS) preferred

• 3+ years of experience with customer/ stakeholder relationship management.

• Familiarity with (or interest in learning) SQL preferred

• Proficient combining and analyzing data from multiple sources and systems

• Interest in customer experience

• Experience in revenue cycle, hospital, or large medical group operations a plus

• Demonstrated experience with both quantitative and qualitative data analysis

• Demonstrate effectiveness presenting to large groups with executive-level exposure

• Demonstrated ability to analyze/synthesize data to identify and share patterns

• Proficient in Salesforce CRM data structure

• Advanced knowledge of Excel functionality (including pivot tables, advanced formulas, and database connectivity)

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.