Voice of Customer, Survey Programs Administrator

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

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.  

The Survey Programs Administrator 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 self-service and analytical tools 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 Customer Care, to understand their priority initiatives to surface VoC insights in support of service and organizational strategy.   

Education, Experience, & Skills Required:  

• Bachelor’s Degree (BA/BS) required   

• 1-3 years of experience with customer/ stakeholder relationship management.  

• Proficient with data analysis languages and tools such as SQL/Python/Jupyter/Pandas/Scikit-learn, R/RStudio  

• 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   

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

• Strong writing, editing, and communication skills  

• Demonstrated ability to influence cross-functional groups to achieve common goals  

• Ability to succeed in a fast-paced, constantly changing environment  

• Preferred: Experience with standard athenahealth software tools, including Salesforce, Microsoft Office Suite, MS Teams, and SharePoint  

Behaviors and Abilities Required:  

• Excellent written and oral communications skills 

• Strong organizational skills and high attention to detail 

• Demonstrated ability to prioritize in a fast-paced environment, manage several projects simultaneously, meet deadlines, and communicate potential conflicts to manager  

• Proven track record of setting and achieving measurable business results.  

• Demonstrated experience influencing in a matrixed environment.  

• Excellent investigative and problem-solving skills.  

• Ability to work independently as well as part of an extended, cross-functional team  

• Demonstrate a high degree of customer service and relationship building abilities with internal and external stakeholders  

• Willingness to engage in domestic travel <10% (may include travel to other athenahealth offices, conferences, training events, etc.)  

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 healthc