技术客户成功专员
Technical Customer Success Specialist
职位描述：
技术客户成功专员在EMR集成上线后与客户合作，推动Foundation Medicine技术解决方案的采用、优化和持续成功。除了EMR支持的订单流程外，该职位还负责管理非EMR数据交付的工作流，确保客户能够可靠地接收、理解并操作FMI的数据输出。
该职位专注于实施后的成功，包括使用率、增强功能交付和数据交付协调，并在客户交接和后续更新期间与实施项目经理紧密合作。
主要职责：
- 客户成功与采用：
- 推动Foundation Medicine检测套件的EMR订单采用
- 在EMR集成上线后担任客户的首要技术客户成功联系人
- 与实施项目经理合作，确保从实施到稳定支持的顺利过渡
- 担任客户信赖的技术顾问，帮助客户优化流程和运营效率
- 随着客户流程、产品或功能的变化，提供持续的培训和支持
- 非EMR数据交付管理：
- 负责客户层面的非EMR数据交付工作流协调，包括基于文件和接口的输出
- 管理EMR集成之外的临床和技术数据文件的交付、验证和故障排除
- 作为客户与数据交付相关问题（如格式、传输方式和下游使用）的联络人
- 与内部技术、产品和支持团队协作，解决数据交付问题并实施改进
- 确保客户理解数据结构、交付机制以及新产品或更新相关的变更
- 监控数据交付性能，主动识别可能影响客户运营或满意度的风险
- 跨职能协作与改进：
- 协调影响EMR或非EMR数据交付的改进项目，包括规划、沟通和准备
- 与产品、工程、测试和客服团队合作，交付改进并解决相关问题
- 收集与数据交付和集成性能相关的客户反馈，并将其转化为可操作的见解
- 进行改进后的回顾，以支持客户流程的持续改进
任职要求：
查看英文原文
About the Job:
The Technical Customer Success Specialist partners with customers after EMR integration go live to drive adoption, optimization, and sustained success with Foundation Medicine’s technical solutions. In addition to EMR enabled ordering workflows, this role is responsible for managing non EMR data delivery workstreams, ensuring customers reliably receive, understand, and operationalize FMI data outputs.
This role focuses on post‑implementation success, including utilization, enhancement delivery, and data delivery coordination, and works closely with Implementation Project Managers during customer handoff and subsequent updates.
Key Responsibilities:
- Customer Success & Adoption:
- Drive utilization and adoption of EMR ordering for Foundation Medicine’s suite of assays
- Serve as the primary technical customer success contact following EMR integration go‑live
- Partner with Implementation Project Managers to ensure a smooth transition from implementation to steady state support
- Act as a trusted technical advisor, helping customers optimize workflows and operational efficiency
- Provide ongoing training and enablement as customer workflows, products, or capabilities evolve
- Data Delivery Management (Non‑EMR):
- Own customer facing coordination of nonEMR data delivery workstreams, including file based and interface based outputs
- Manage delivery, validation, and troubleshooting of clinical and technical data files provided outside of EMR integrations
- Serve as the customer liaison for data delivery questions related to formats, transmission methods, and downstream consumption
- Coordinate with internal technical, product, and support teams to resolve data delivery issues and implement enhancements
- Ensure customers understand data structures, delivery mechanisms, and changes associated with new products or updates
- Monitor data delivery performance and proactively identify risks to customer operations or satisfaction
- Cross‑Functional Collaboration & Enhancements:
- Coordinate enhancement projects impacting EMR or non‑EMR data delivery, including planning, communication, and readiness
- Collaborate with Product, Engineering, QA, and Support teams to deliver improvements and resolve issues
- Capture customer feedback related to data delivery and integration performance and translate it into actionable insights
- Conduct post enhancement reviews to support continuous improvement across customer workflows
Qualifications:
Basic Qualifications:
- Bachelor’s degree or equivalent experience
- 2+ years of experience in customer success, account management, or healthcare IT roles
- Experience supporting customers in technical or clinical system environments.
Preferred Qualifications:
- Familiarity with healthcare data standards and delivery methods, including HL7
- Experience working with structured clinical or genomic data formats such as XML, BAM, VCF, VAR, or similar files and wrappers
- Familiarity with major healthcare EMRs (e.g., Epic, Cerner, OncoEMR)
- Understanding of lab and clinical workflows, including compendium management
- Strong technical communication skills, with the ability to translate complex data concepts for non‑technical stakeholders
- Proven ability to manage multiple concurrent customer workstreams
- Understanding of HIPAA and importance of privacy of patient data
- Commitment to FMI values: Integrity, Courage, and Passion
The expected salary range for this position based on the primary location of Remote is $78,320 - $97,900 per year. The salary range is commensurate with Foundation Medicine’s compensation practice and considers factors including, but not limited to, education, training, experience, external market conditions, criticality of role, and internal equity. A discretionary annual bonus may be available based on individual and Company performance. This position also qualifies for Foundation Medicine's benefits.
Originally posted on Himalayas