Technical Customer Success Specialist

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 
• 2–3 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