[Remote] Technical Customer Success Specialist
Note: The job is a remote job and is open to candidates in USA. Foundation Medicine is focused on driving adoption and optimization of their technical solutions. The Technical Customer Success Specialist partners with customers post-EMR integration to ensure they successfully utilize and operationalize FMI data outputs.
Responsibilities
- 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
- 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
- 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
Skills
- Bachelor's degree or equivalent experience
- 2–3 years of experience in customer success, account management, or healthcare IT roles
- Experience supporting customers in technical or clinical system environments
- 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
Benefits
- A discretionary annual bonus may be available based on individual and Company performance.
- This position also qualifies for Foundation Medicine's benefits.
Company Overview
Company H1B Sponsorship