Voice of Customer, Senior Associate Analytics & Advocacy
Athenahealth
Boston MA 02135 US
Join us as we work to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.
The Customer Insights Senior Associate 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 tools and artifacts 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 Coaching and Training Services and Customer Care, to understand their priority initiatives to surface VoC insights in support of service and organizational strategy.
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.
Responsibilities:
Partner with stakeholders to create solutions to problems surfaced in customer feedback
Lead (or meaningfully contribute to) projects that improve our ability to evaluate the customer experience or address top customer pain points
Create and nurture relationships with key Coaching and Training Services and Customer Care stakeholders and their business partners
Deeply understand, manage, analyze, and synthesize customer feedback to understand top customer and prospect pain points and track themes and trends over time
Partner with stakeholders to create solutions to problems surfaced in customer feedback
Lead (or meaningfully contribute to) projects that improve our ability to evaluate the customer experience or address top customer pain points
Act as an expert on Customer Success’ data systems and structures
Write SQL queries to extract and clean data for analysis and ad hoc reporting
Create reports within applications (e.g. Salesforce.com) for multiple teams
Design and evaluate individual questions and responses for surveys aligned with your business areas
Education, Experience, & Skills Required:
Bachelor’s Degree (BA/BS) preferred
3+ years of experience with customer/ stakeholder relationship management.
Familiarity with (or interest in learning) SQL preferred
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
Proficient in Salesforce CRM data structure
Advanced knowledge of Excel functionality (including pivot tables, advanced formulas, and database connectivity)
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 healthcare experience, together.
Our company culture might be our best feature.
We don't take ourselves too seriously. But our work? That’s another story. athenahealth develops and implements products and services that support US healthcare: It’s our chance to create healthier futures for ourselves, for our family and friends, for everyone.
Our vibrant and talented?employees — or athenistas, as we call ourselves — spark the innovation and passion needed to accomplish our goal. We continue to expand our workforce with amazing people who bring diverse backgrounds, experiences, and perspectives at every level, and foster an environment where every?athenista?feels comfortable bringing their best selves to work.
Our size makes a difference, too: We are small enough that your individual contributions will stand out — but large enough to grow your career with our resources and established business stability.
Giving back is integral to our culture. Our athenaGives platform strives to support food security, expand access to high-quality healthcare for all, and support STEM education to develop providers and technologists who will provide access to high-quality healthcare for all in the future. As part of the evolution of athenahealth’s Corporate Social Responsibility (CSR) program, we’ve selected nonprofit partners that align with our purpose and let us foster long-term partnerships for charitable giving, employee volunteerism, insight sharing, collaboration, and cross-team engagement.??
What can we 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.
In addition to our traditional benefits and perks, we sponsor events throughout the year, including book clubs, external speakers, and hackathons. And 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.
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.
athenahealth is committed to a policy of equal employment opportunity—that’s why we recruit and hire applicants without regard to race, color, religion, sex (including pregnancy), national origin, disability, age, sexual orientation, veteran status, genetic information, gender identity, gender expression, or any other factor prohibited by law. We’re happy to provide a reasonable accommodation, for those with a disability, to complete any part of the application process. If you are unable to access or use this online application process and need an alternative method for applying, please contact us at [email protected] for assistance.