Partner with customers post‑EMR go‑live to drive EMR ordering adoption, manage non‑EMR data delivery workstreams, validate and troubleshoot clinical/technical files, coordinate cross‑functional enhancements, and provide training and ongoing technical customer support.
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.
#LI-Remote
Foundation Medicine, Inc. (FMI) is a global, patient-focused precision medicine company delivering high-quality, transformative diagnostic solutions in cancer and other diseases.
Foundation Medicine is proud to be an Equal Opportunity and Affirmative Action employer and considers all qualified applicants for employment without regard to race, color, religion, sex, gender, sexual orientation, gender identity, ancestry, age, or national origin. Further, qualified applicants will not be discriminated against on the basis of disability or protected veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. See also FMI's EEO Statement and EEO is the Law and Supplement. If you have a disability or special need that requires accommodation, please let us know by completing this form. (EOE/AAP Employer)
What you need to know about the NYC Tech Scene
As the undisputed financial capital of the world, New York City is an epicenter of startup funding activity. The city has a thriving fintech scene and is a major player in verticals ranging from AI to biotech, cybersecurity and digital media. It also has universities like NYU, Columbia and Cornell Tech attracting students and researchers from across the globe, providing the ecosystem with a constant influx of world-class talent. And its East Coast location and three international airports make it a perfect spot for European companies establishing a foothold in the United States.
Key Facts About NYC Tech
- Number of Tech Workers: 549,200; 6% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Capgemini, Bloomberg, IBM, Spotify
- Key Industries: Artificial intelligence, Fintech
- Funding Landscape: $25.5 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Greycroft, Thrive Capital, Union Square Ventures, FirstMark Capital, Tiger Global Management, Tribeca Venture Partners, Insight Partners, Two Sigma Ventures
- Research Centers and Universities: Columbia University, New York University, Fordham University, CUNY, AI Now Institute, Flatiron Institute, C.N. Yang Institute for Theoretical Physics, NASA Space Radiation Laboratory
