Senior Product Operations Associate
Position Summary: This role drives the execution and customer coordination of pre-GA readiness (such as alpha/beta testing) and product end of life. With guidance, the employee designs, structures and executes pre-GA and End of Life activities, aligned with business purpose and aimed at ensuring a smooth rollout and high client adoptions.
Essential Functions (Duties and Responsibilities): Key functions of this role include recruiting customers and organizing the release of product testing through various stages, providing feedback and data from customers to the Product Managers on the product, and communicating the status of products internally and externally as a trusted business partner. The athenista is responsible for working between R&D, client-facing teams, and clients, to ensure that new features are rolled out smoothly and successfully, and deliver value across our client base.
40% [Primary Function] Recruit customers and organize the release of product testing through various stages
Drive the creation of the pre-GA readiness plan (in partnership with Product Management) including hypotheses and measures of success, to ensure effective validation activities such as alphas and betas
Understand the customers and their various roles and positions in depth to aid the roll out of new functionality
Ensure that alpha and beta testing clients are the appropriate mix to adequately test functionality and deliver widespread success
Lead the recruiting of the right customers into alpha and beta releases of key functionality
Organize the rollout of new functionality to the customer base in any alpha, beta, and GA stage
Ensure the creation of the GA support plan and training for Customer Success
Coordinate release activities and user communications with cross-functional internal teams including other product lines, operations teams, etc.
30% Provide feedback and data from customers to the Product Managers on the product
Coordinate the ongoing customer communication and feedback on the designs, success, pain points and business needs of our clients and client-facing teams, into Product Management, UX and other members of the scrum team to inform product improvements and rollout strategies
Lead the creation of reports focused on success metrics for the Product Management team to show them opportunities for improvement in their products based on feedback
Maintain a positive and close relationship with the customers and client-facing teams during roll out to understand the success
30% Communicate the status of products internally and externally as a trusted business partner
Communicate the status of products with internal stakeholders in Customer Success and provide training where necessary to build internal support for planned product changes—functionality-related or otherwise
Communicate status of products and athena’s alpha/beta/GA methodologies with internal stakeholders in, and provide training where necessary
Partner with Customer Marketing, Customer Engagement, Product Marketing, Technical Writers, and Product Education to create and review functionality-related content as needed
Communication of functionality rollback / cancellation with clients and internal teams (Customer Success, Product Marketing)
Create and execute on the End of life product communications for all customers affected whether in GA, Beta, or Alpha
Education & Experience Required:
Bachelor’s Degree required; Degree (Bachelor’s or Masters) in Computer Science, Business, or Product Design preferred
2 - 3 years of client communications, project management, or user research
Strong understanding of healthcare / health IT environment a plus
Experience with client communications in a B2B setting
Ability to explain your positioning and influence various people around the company in an effective way
Excellent verbal and written communication skills, especially with customers
Proficiency in all standard athenahealth software tools required, including Google Drive/Docs/Sheets/Slides, Microsoft Office, WebEx, SharePoint, and Salesforce
Working knowledge of Agile/Kanban organizational tools such as JIRA and Trello and Scrum ceremonies required
Knowledge & Skills:
Ability to apply knowledge of business strategies and concepts in order to accomplish critical work and meet organizational goals
Ability to drive inter-team collaboration in order to achieve business results
Demonstrated ability to develop and deliver multi-mode communications that convey a clear understanding of the unique needs of different audiences
Ability to gain support and commitment of others in order to achieve business goals
Proven ability to multi-task and handle rapidly changing priorities
Demonstrated past success with building relationships both internally and externally in order to meet organizational goals
Position Summary: This role drives the execution and customer coordination of pre-GA readiness (such as alpha/beta testing) and product end of life. With guidance, the employee designs, structures and executes pre-GA and End of Life activities, aligned with business purpose and aimed at ensuring a smooth rollout and high client adoptions.
Essential Functions (Duties and Responsibilities): Key functions of this role include recruiting customers and organizing the release of product testing through various stages, providing feedback and data from customers to the Product Managers on the product, and communicating the status of products internally and externally as a trusted business partner. The athenista is responsible for working between R&D, client-facing teams, and clients, to ensure that new features are rolled out smoothly and successfully, and deliver value across our client base.
40% [Primary Function] Recruit customers and organize the release of product testing through various stages
Drive the creation of the pre-GA readiness plan (in partnership with Product Management) including hypotheses and measures of success, to ensure effective validation activities such as alphas and betas
Understand the customers and their various roles and positions in depth to aid the roll out of new functionality
Ensure that alpha and beta testing clients are the appropriate mix to adequately test functionality and deliver widespread success
Lead the recruiting of the right customers into alpha and beta releases of key functionality
Organize the rollout of new functionality to the customer base in any alpha, beta, and GA stage
Ensure the creation of the GA support plan and training for Customer Success
Coordinate release activities and user communications with cross-functional internal teams including other product lines, operations teams, etc.
30% Provide feedback and data from customers to the Product Managers on the product
Coordinate the ongoing customer communication and feedback on the designs, success, pain points and business needs of our clients and client-facing teams, into Product Management, UX and other members of the scrum team to inform product improvements and rollout strategies
Lead the creation of reports focused on success metrics for the Product Management team to show them opportunities for improvement in their products based on feedback
Maintain a positive and close relationship with the customers and client-facing teams during roll out to understand the success
30% Communicate the status of products internally and externally as a trusted business partner
Communicate the status of products with internal stakeholders in Customer Success and provide training where necessary to build internal support for planned product changes—functionality-related or otherwise
Communicate status of products and athena’s alpha/beta/GA methodologies with internal stakeholders in, and provide training where necessary
Partner with Customer Marketing, Customer Engagement, Product Marketing, Technical Writers, and Product Education to create and review functionality-related content as needed
Communication of functionality rollback / cancellation with clients and internal teams (Customer Success, Product Marketing)
Create and execute on the End of life product communications for all customers affected whether in GA, Beta, or Alpha
Education & Experience Required:
Bachelor’s Degree required; Degree (Bachelor’s or Masters) in Computer Science, Business, or Product Design preferred
2 - 3 years of client communications, project management, or user research
Strong understanding of healthcare / health IT environment a plus
Experience with client communications in a B2B setting
Ability to explain your positioning and influence various people around the company in an effective way
Excellent verbal and written communication skills, especially with customers
Proficiency in all standard athenahealth software tools required, including Google Drive/Docs/Sheets/Slides, Microsoft Office, WebEx, SharePoint, and Salesforce
Working knowledge of Agile/Kanban organizational tools such as JIRA and Trello and Scrum ceremonies required
Knowledge & Skills:
Ability to apply knowledge of business strategies and concepts in order to accomplish critical work and meet organizational goals
Ability to drive inter-team collaboration in order to achieve business results
Demonstrated ability to develop and deliver multi-mode communications that convey a clear understanding of the unique needs of different audiences
Ability to gain support and commitment of others in order to achieve business goals
Proven ability to multi-task and handle rapidly changing priorities
Demonstrated past success with building relationships both internally and externally in order to meet organizational goals