Voice of Customer, Senior Associate Analytics & Advocacy
Company: Athenahealth
Location: Brighton
Posted on: April 4, 2025
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Job Description:
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:
About athenahealth
Here's our v ision: To create a thriving ecosystem that delivers
accessible, high-quality, and sustainable healthcare for all.
What's unique about our locations?
From an historic, 19 th 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: W e 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 . W hile 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 for assistance.
Keywords: Athenahealth, Boston , Voice of Customer, Senior Associate Analytics & Advocacy, Other , Brighton, Massachusetts
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