Customer Insights Senior Associate

Location: Boston MA, Remote USA

Time Type: Full time

Job Description

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

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.

Responsibilities:

70% - Platform & Interoperability Product Advocacy and Release Planning

• 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.

15% - Cross-Functional Coordination

• 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.

15% - VoC Strategy and Process Improvement

• 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.

Education, Experience, & Skills Required:

• Bachelor’s degree or 3–5 years of experience in customer or stakeholder relationship management.

• Strong written and verbal communication skills.

• Excellent organizational skills with attention to detail, good time management, and dependable follow-through.

• Experience or strong interest in data analysis and manipulation, especially using Microsoft Excel.

• Proven ability or interest in explaining complex product information and turning technical details into clear, actionable insights for external stakeholders.

• Experience creating various content types, such as data sheets, promotional materials, and internal or external communications.

• Skilled at managing multiple stakeholders with different needs and perspectives.

• Experience working with cross-functional teams to achieve shared goals.

• Adaptable and resilient in fast-paced, changing environments.

• Experience with SQL is a plus.

• Experience with Qualtrics XM Discover is a plus.

Expected Compensation

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.