The OpportunityThe Senior Product Engagement Associate will be a key member of athenahealth’s newly established Customer Success division, within the Product Success team. S/he will be responsible for leveraging detailed product knowledge, up-to-date healthcare industry expertise, and our deep wealth of client insight to maximize the value our customers obtain from our services. As a member of the product organization, s/he will be the responsible for digging into gaps in service delivery for a specific product across the client life-cycle, and developing strategies to fill them, including but not limited to, improved client education, process changes, and improvements in technology. S/he will also serve as a “voice” for the product organization ensuring internal and external stakeholders understand how we deliver value.
Position SummaryThe Senior Product Engagement Associate will be a product SME who will work with internal and external stakeholders to develop strategies that deliver scalable, demonstrable improvements in the value our customers gain from our services. S/he will master the client life cycle, identify the most common, painful, unresolved (and under-resolved) client issues, and articulate those issues as a prioritized backlog of epics to production education, operations, and product managers. S/he will also serve as a voice of the product back to the client organization and the customer, ensuring tough conversations with clients get delivered when solutions are not planned or available.
Responsibilities include but are not limited to:25% - Product/Zone analysis

• Utilize deep product knowledge and quantitative insights to assist with the analysis of opportunities to improve the value and reliability of our services to our customers
  
  • Understand the opportunity from a lens of client satisfaction
  • Clearly articulate business requirements for the problems we’re trying to solve

45% - Solution design

• Learn about users’ workflows, empathize with their pain points, and propose solutions to optimize their experiences
• Clearly articulate business requirements including UX/CX/Support requirements for the problems we’re trying to solve
• Contribute to developing metrics that clearly articulate the impact of prioritizing or not prioritizing proposed solutions into backlogs and product roadmaps.
• Begin demonstrating being the voice of the product within the organization with minimal support. Develop and advocate for Best Practice Recommendations
• Coordinate internal teams to prioritize projects, making strategic recommendations/tradeoffs as necessary
  
  • Project manage actionable playbook with cross-functional teams responsible for making change
  • Demonstrate building relationships, uncovering dependencies and ensuring transparency
• Recommend project solutions with little-to-no direction and influence team leadership and gain buy-in on solution approach
• Execute projects to solve increasingly complex problems with minimal oversight

20% - Cross-Functional Coordination

• Partner with our voice-of-the-customer team to develop solutions to empower our client-facing teams (and clients themselves) to address established issues, and derive deeper value from our services.
• Partner with product education to build content and training for Client Organization to articulate product value and market fit
• Partner with Analytics to mine our data for triggers and metrics that identify client opportunities to improve the value, and ensure these metrics become part of an overall definition of customer success
• Partner with client support teams to identify opportunities to drive customer success outcomes

10% - Team and Process Development

• Evangelize the customer success mission and vision
• Partner with internal and external stakeholders to develop team processes
• Master the client lifecycle and help define how customer success fits in to existing processes

Education, Experience, & Skills Required

• BA/BS required
• Deep understanding of healthcare and the health care IT industry preferred
• 3+ years of experience in product management or product support
• A successful track record of strong project management skills and high level of attention to detail

Behaviors & Abilities Required

• Exceptional communication skills, including effective senior executive engagement and product evangelism
• A track record of driving success in a matrixed environment
• Collaborative working style
• Excellent problem solving and investigative skills
• Strong aptitude for technology-enabled clinical and business processes
• Adaptability, flexibility and willingness to jump in to any aspect of work to help achieve results as a team
• Excellent verbal and written communication skills. Ability to present findings to internal or external stakeholders.
• Experience communicating results to senior level colleagues or clients.
• Travel required up to 20%, inclusive of client site visits and off-site company events

The OpportunityThe Senior Product Engagement Associate will be a key member of athenahealth’s newly established Customer Success division, within the Product Success team. S/he will be responsible for leveraging detailed product knowledge, up-to-date healthcare industry expertise, and our deep wealth of client insight to maximize the value our customers obtain from our services. As a member of the product organization, s/he will be the responsible for digging into gaps in service delivery for a specific product across the client life-cycle, and developing strategies to fill them, including but not limited to, improved client education, process changes, and improvements in technology. S/he will also serve as a “voice” for the product organization ensuring internal and external stakeholders understand how we deliver value.
Position SummaryThe Senior Product Engagement Associate will be a product SME who will work with internal and external stakeholders to develop strategies that deliver scalable, demonstrable improvements in the value our customers gain from our services. S/he will master the client life cycle, identify the most common, painful, unresolved (and under-resolved) client issues, and articulate those issues as a prioritized backlog of epics to production education, operations, and product managers. S/he will also serve as a voice of the product back to the client organization and the customer, ensuring tough conversations with clients get delivered when solutions are not planned or available.
Responsibilities include but are not limited to:25% - Product/Zone analysis

• Utilize deep product knowledge and quantitative insights to assist with the analysis of opportunities to improve the value and reliability of our services to our customers
  
  • Understand the opportunity from a lens of client satisfaction
  • Clearly articulate business requirements for the problems we’re trying to solve

45% - Solution design

• Learn about users’ workflows, empathize with their pain points, and propose solutions to optimize their experiences
• Clearly articulate business requirements including UX/CX/Support requirements for the problems we’re trying to solve
• Contribute to developing metrics that clearly articulate the impact of prioritizing or not prioritizing proposed solutions into backlogs and product roadmaps.
• Begin demonstrating being the voice of the product within the organization with minimal support. Develop and advocate for Best Practice Recommendations
• Coordinate internal teams to prioritize projects, making strategic recommendations/tradeoffs as necessary
  
  • Project manage actionable playbook with cross-functional teams responsible for making change
  • Demonstrate building relationships, uncovering dependencies and ensuring transparency
• Recommend project solutions with little-to-no direction and influence team leadership and gain buy-in on solution approach
• Execute projects to solve increasingly complex problems with minimal oversight

20% - Cross-Functional Coordination

• Partner with our voice-of-the-customer team to develop solutions to empower our client-facing teams (and clients themselves) to address established issues, and derive deeper value from our services.
• Partner with product education to build content and training for Client Organization to articulate product value and market fit
• Partner with Analytics to mine our data for triggers and metrics that identify client opportunities to improve the value, and ensure these metrics become part of an overall definition of customer success
• Partner with client support teams to identify opportunities to drive customer success outcomes

10% - Team and Process Development

• Evangelize the customer success mission and vision
• Partner with internal and external stakeholders to develop team processes
• Master the client lifecycle and help define how customer success fits in to existing processes

Education, Experience, & Skills Required

• BA/BS required
• Deep understanding of healthcare and the health care IT industry preferred
• 3+ years of experience in product management or product support
• A successful track record of strong project management skills and high level of attention to detail

Behaviors & Abilities Required

• Exceptional communication skills, including effective senior executive engagement and product evangelism
• A track record of driving success in a matrixed environment
• Collaborative working style
• Excellent problem solving and investigative skills
• Strong aptitude for technology-enabled clinical and business processes
• Adaptability, flexibility and willingness to jump in to any aspect of work to help achieve results as a team
• Excellent verbal and written communication skills. Ability to present findings to internal or external stakeholders.
• Experience communicating results to senior level colleagues or clients.
• Travel required up to 20%, inclusive of client site visits and off-site company events