Emerging Product Services Associate, Support and Org Readiness

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

Position Summary:
Support the launch and growth of emerging products and services by partnering with customers and internal teams to resolve issues, improve support processes, and strengthen the customer experience. This role combines customer support, operational problem-solving, and product enablement to help new offerings move from alpha and beta to general availability. The position is based in a hybrid work arrangement in Belfast, ME. This role reports to the Emerging Product Services, Support & Org Readiness Manager.

About the Team:
The Emerging Product Services team supports new and evolving products within the Product Optimization organization. The team works closely with Product, Engineering, Customer Success, Operations, and customers to troubleshoot issues, share product feedback, and improve readiness for launch and scale. Team members use tools such as Salesforce, Jira, Confluence, and data analysis platforms to track work, document processes, and identify trends. The team’s mission is to provide reliable support and help build scalable operational practices for new products.

Job Responsibilities

• Communicate with customers, project stakeholders, and team members to gather information, provide clear status updates, communicate next steps, and support a positive customer experience.
• Triage and resolve routine to moderately complex customer and product issues using product documentation, standard troubleshooting processes, and available tools. Escalate issues that require deeper technical expertise and partner with Product, Engineering, Customer Success, and Operations through resolution.
• Review support trends, operational metrics, and customer feedback using established reports and guidance to identify recurring issues, share observations, and recommend improvements.
• Develop working knowledge of emerging products and support processes, contribute to knowledge resources, and share learnings with the team as products evolve.
• Use approved AI-enabled tools and automation to assist with documentation, knowledge management, routine support workflows, and operational tasks in accordance with established guidelines.
• Create and update standard operating procedures, knowledge articles, support documentation, user stories, support tickets, and escalation guidance based on established processes and team feedback.
• Capture customer pain points and product gaps, provide clear examples, and share findings with Product teams to support prioritization and product readiness decisions.
• Complete product delivery and support-readiness tasks, maintain knowledge resources, coordinate issue communication, and track customer-impacting items through resolution.
• Suggest opportunities to reduce repetitive work and improve support processes, and partner with the team to test and adopt practical improvements.

Typical Qualifications

• 3+ years of professional experience or an equivalent combination of education and experience.
• 2+ year of experience in customer support, product operations, business operations, analytics, or project coordination preferred.
• Experience supporting customer issues or operational workflows using platforms such as Salesforce, Jira, Confluence, or similar tools.
• Ability to interpret basic support and operational data, identify patterns, and communicate findings using established reports and tools.
• Experience using AI-powered tools to support productivity, documentation, knowledge management, analysis, or customer support workflows.
• Ability to follow documented processes, ask effective questions, and partner with technical teams when an issue requires escalation.
• Experience creating or updating clear process and support documentation, such as SOPs, knowledge articles, support tickets, or user stories.
• Clear verbal and written communication skills, with the ability to explain product and process information to different audiences.
• Ability to balance multiple priorities, collaborate across teams, and learn quickly in a fast-paced environment.

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.