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+ 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.