Emerging Product Services, Senior Associate - Support & Org Readiness

Join us as we work to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all. Position Summary: Help shape the launch and support experience for new athenahealth products and services. In this role, you will respond to internal and external stakeholders, troubleshoot complex issues, complete defined product delivery work, and help improve workflows and support practices. This position is based in Belfast and follows an internal hybrid work model. This role reports to the Emerging Product Services Manager, Support & Org Readiness. About the Team: The Emerging Product Services team supports new products and services as they move through early launch stages. The team partners closely with Product, Customer Success, Operations, and other stakeholders to build support processes, create training materials, identify gaps, and help ensure new offerings are ready to scale. The team uses customer feedback, product documentation, support workflows, and cross-functional collaboration to improve the experience for both customers and internal teams. It supports alpha and beta offerings before transitioning mature work to long-term ownership teams. Essential Job Responsibilities: Communicate with customers, project stakeholders, and leadership to gather information, share status updates, and surface timelines, deliverables, and risks Troubleshoot and resolve issues using online help resources and coordination with Product Optimization, Customer Success, and Product stakeholders Execute standard operating procedures for product delivery tasks, knowledge updates, issue escalation, and customer support activities Identify opportunities to improve support workflows, best practices, and process efficiency Represent the customer perspective by anticipating pain points and recommending support improvements Support new customer-facing features and workflows during alpha and beta stages Create or update knowledge resources, documentation, and support materials as product needs change Use AI-enabled tools to draft, summarize, or organize support content and case information more efficiently, while applying judgment to verify accuracy before sharing or taking action Additional Job Responsibilities: Contribute to training collateral and internal enablement materials Participate in cross-functional meetings to share updates and raise issues Support handoff planning as products move from incubation to longer-term operational ownership Assist with special projects related to product readiness and customer experience Document recurring issues and recommend process improvements Help maintain consistent communication across internal teams during launch activities Expected Education & Experience: 6+ years of professional experience, or an equivalent combination of education and experience 4+ years of analytical and/or project management experience preferred Experience improving workflows, support processes, or operational practices Strong problem-solving skills and the ability to work through complex issues Excellent verbal and written communication skills, with the ability to tailor messages to different audiences Strong organizational and time management skills, with the ability to manage multiple priorities Experience working across teams in a fast-paced environment Ability to learn new tools, systems, and product workflows quickly   Expected Compensation $83,000 - $141,000 The base salary range shown reflects the full range for this role from minimum to maximum. At athenahealth, base pay depends on multiple factors, including job-related experience, relevant knowledge and skills, how your qualifications compare to others in similar roles, and geographical market rates.  Base pay is only one part of our competitive Total Rewards package - depending on role eligibility, we offer both short and long-term incentives by way of an annual discretionary bonus plan, variable compensation plan, and equity plans.   About athenahealth Our vision: In an industry that becomes more complex by the day, we stand for simplicity. We offer IT solutions and expert services that eliminate the daily hurdles preventing healthcare providers from focusing entirely on their patients — powered by our vision to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all. Our company culture: Our talented  employees — or athenistas, as we call ourselves — spark the innovation and passion needed to accomplish our vision. We are a diverse group of dreamers and do-ers with unique knowledge, expertise, backgrounds, and perspectives. We unite as mission-driven problem-solvers with a deep desire to achieve our vision and make our time here count. Our award-winning culture is built around shared values of inclusiveness, accountability, and support. Our DEI commitment: Our vision of accessible, high-quality, and sustainable healthcare for all requires addressing the inequities that stand in the way. That's one reason we prioritize diversity, equity, and inclusion in every aspect of our business, from attracting and sustaining a diverse workforce to maintaining an inclusive environment for athenistas, our partners, customers and the communities where we work and serve. What we can do for you: Along with health and financial benefits, athenistas enjoy perks specific to each location, including commuter support, employee assistance programs, tuition assistance, employee resource groups, and collaborative  workspaces  — some offices even welcome dogs. We also encourage a better work-life balance for athenistas with our flexibility. While we know in-office collaboration is critical to our vision, we recognize that not all work needs to be done within an office environment, full-time. With consistent communication and digital collaboration tools, athenahealth enables employees to find a balance that feels fulfilling and productive for each individual situation. In addition to our traditional benefits and perks, we sponsor events throughout the year, including book clubs, external speakers, and hackathons. We provide athenistas with a company culture based on learning, the support of an engaged team, and an inclusive environment where all employees are valued.  Learn more about our culture and benefits here: athenahealth.com/careers   https://www.athenahealth.com/careers/equal-opportunity