In Application Training Associate
Athenahealth
Join us as we work to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.
We aim to curate a cohesive training experience across our product workflows, delivering just-in-time training that engages users and drives performance. We believe training should be relevant, impactful, and engaging for both users and their organizations. We are looking for an In-application Training Associate to join the Customer Training team at athenahealth within the Customer Success organization to assist in making our mission a reality.
The In-Application Training Associate will work within the Tools & Platform team to leverage our In-Application platform to enhance our experiential learning approach and scale our training operations. The Associate will design, build and maintain guides within our athenaOne application, partnering with product and other internal stakeholders to ensure that we adhere to our best practice and program governance. Our guides help customers better utilize workflows, understand and use new features, and complete tasks. You’ll be able to evaluate guide effectiveness and run experiments to drive the best outcomes and to support the overall program. If you’re interested in User Experience, Instructional Design, and enhancing the customer experience, this role is for you!
Job Responsibilities:
Design, build, and maintain user centered in-app guides using Pendo to support product onboarding, feature adoption, and user education.
Partner with Product, Customer Success, and Marketing teams to gather requirements and align guide content with strategic initiatives.
Manage guide lifecycle including scheduling, targeting, testing, performance tracking and deprecation.
Ensure consistency in tone, branding, and messaging across all in-app experiences.
Maintain a consistent UX written and visual design style across all in-app learning touchpoints; aligned with brand and product guidelines.
Apply learning principles to create engaging, effective, and accessible content that supports diverse learner needs.
Monitor guide analytics and user feedback to optimize performance and improve user experience.
Maintain documentation and best practices for guide creation and deployment.
Stay current with Pendo platform updates and industry trends to continuously improve guide strategy.
Define success metrics and measure the impact of in-app learning interventions on user behavior and business outcomes.
Identify process and technical improvement to program and process efficiency.
Behaviors and Abilities:
Knowledge of athenahealth’s athenaOne workflows, or interest to go deep and learn!
Prior experience with Pendo a plus
Ability to coordinate and execute projects effectively within a matrixed environment
Demonstrates strong collaboration and communication skills across multiple teams and stakeholders
Prioritizes and multi-tasks within a fast-paced environment, manages several projects simultaneously, meet deadlines, and drives tasks to successful completion on time
Adaptable and skilled at managing change, with the ability to quickly pivot and adjust strategies as needed to meet evolving needs and challenges
Ability to work independently and as part of an extended, cross-functional team
Demonstrates effective teamwork, initiative, and flexibility in achieving team goals within an agile environment
Strong organizational skills, attention to detail, efficient time management skills, and consistent follow-through
Experience in managing multiple stakeholders with disparate needs and opinions
Travel required (on a voluntary basis), up to 5% and may include client site visits and training and divisional meetings
May include some occasional weekend work or off hours work
Typical Qualifications
Bachelor of Arts or Science degree or equivalent professional experience required
Healthcare/EMR experience
Minimum two (2) years of direct experience in user experience, product, or training; creation of training materials a plus
Recommended two (2) years of experience with web / software applications and development life cycle, with a basic understanding of cloud-based SaaS and Agile terminology preferred
Strong communication skills and comfort facilitating group engagements
Experience or expertise with applications including, but not limited to, MS Office, MS Outlook / Exchange, MS Teams, and all major web browsers (e.g., Internet Explorer, Chrome)
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