Customer Insights Senior Associate

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

Job Title: Voice of the Customer: Customer Insights Senior Associate

Position Summary:

The Product Engagement Liaison builds strong relationships with Product team members to understand roadmaps and ongoing initiatives, surfacing actionable insights that inform product development decisions. They analyze and synthesize customer feedback for their product areas and contribute to the creation and curation of insight artifacts that align the business around key customer and prospect priorities.

Additionally, they may coordinate cross-organizational initiatives that impact customers. Success in this role requires strong athenaOne product knowledge, excellent relationship-building and influencing skills, and proficiency in data analysis.

About the Team:

The Product Engagement team within Voice of Customer serves as a critical bridge between our Commercial and Product organizations by tracking, advocating for, and closing the loop on customer needs, including customers, prospects, and internal teams. Product Liaisons develop and maintain deep expertise in their assigned product areas, including strategic objectives, roadmaps, and organizational structures, while mastering the customer feedback relevant to their domains.

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.

Essential Job Responsibilities:

• Analyze and synthesize customer feedback to identify key pain points and trends for Platform & Interoperability customers and prospects.

• Manage and maintain feedback data sources with accurate tagging and categorization to enable effective reporting and trend analysis.

• Own and update a taxonomy for Platform & Interoperability survey data using the Natural Language Processing technology.

• Take ownership in creating artifacts, processes, and strategic initiatives that support customer experience goals.

• Develop a deep understanding of customer organizations and end-user workflows, showing empathy for their challenges and perceptions of Platform & Interoperability value.

• Support Customer Sentiment reports by analyzing data and crafting clear, compelling narratives.

• Build strong relationships with product stakeholders, service and operations teams, and partners, collaborating closely with other Voice of Customer team members.

• Stay updated on corporate strategy, product roadmaps, and initiatives related to Platform & Interoperability, partnering with Product Market Strategy and Marketing to understand market trends.

• Collaborate closely with key cross-functional teams to ensure customer insights inform product and service decisions.

Additional Job Responsibilities:

• Represent the Platform & Interoperability product within the Commercial organization, gathering insights from Platform Services, Partner Success, Sales, and other customer-facing teams.

• Work with internal teams to prioritize projects and goals, offering strategic advice and managing trade-offs when necessary.

• Recommend and promote solutions that improve customer experiences.

• Collaborate with Voice of the Customer team members to create and share internal resources, such as documentation on the CS Knowledge Portal and training for customer-facing teams.

• Support cross-functional efforts by managing feedback channels, guiding customer communication strategies, and aligning messaging between CS and R&D.

• Work with VoC colleagues to improve methods for collecting and reporting customer feedback from multiple sources.

• Share VoC program results with key internal stakeholders and promote adoption of related processes.

• Build deep expertise in the customer lifecycle and help define the roles of Customer Success and VoC in business processes.

• Advocate for the VoC and Customer Success mission, promoting transparency, accountability, and teamwork.

Expected Education & Experience:

• Direct domain knowledge and experience in healthcare EHR/platform integrations (examples: athenahealth, Epic, Cerner, Redox, HIEs)

• Candidates should have hands-on familiarity