[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.ResponsibilitiesDrive utilization and adoption of EMR ordering for Foundation Medicine’s suite of assaysServe as the primary technical customer success contact following EMR integration go‑livePartner with Implementation Project Managers to ensure a smooth transition from implementation to steady state supportAct as a trusted technical advisor, helping customers optimize workflows and operational efficiencyProvide ongoing training and enablement as customer workflows, products, or capabilities evolveOwn customer facing coordination of nonEMR data delivery workstreams, including file based and interface based outputsManage delivery, validation, and troubleshooting of clinical and technical data files provided outside of EMR integrationsServe as the customer liaison for data delivery questions related to formats, transmission methods, and downstream consumptionCoordinate with internal technical, product, and support teams to resolve data delivery issues and implement enhancementsEnsure customers understand data structures, delivery mechanisms, and changes associated with new products or updatesMonitor data delivery performance and proactively identify risks to customer operations or satisfactionCoordinate enhancement projects impacting EMR or non‑EMR data delivery, including planning, communication, and readinessCollaborate with Product, Engineering, QA, and Support teams to deliver improvements and resolve issuesCapture customer feedback related to data delivery and integration performance and translate it into actionable insightsConduct post enhancement reviews to support continuous improvement across customer workflowsSkillsBachelor's degree or equivalent experience2–3 years of experience in customer success, account management, or healthcare IT rolesExperience supporting customers in technical or clinical system environmentsFamiliarity with healthcare data standards and delivery methods, including HL7Experience working with structured clinical or genomic data formats such as XML, BAM, VCF, VAR, or similar files and wrappersFamiliarity with major healthcare EMRs (e.g., Epic, Cerner, OncoEMR)Understanding of lab and clinical workflows, including compendium managementStrong technical communication skills, with the ability to translate complex data concepts for non‑technical stakeholdersProven ability to manage multiple concurrent customer workstreamsUnderstanding of HIPAA and importance of privacy of patient dataCommitment to FMI values: Integrity, Courage, and PassionBenefitsA discretionary annual bonus may be available based on individual and Company performance.This position also qualifies for Foundation Medicine's benefits.Company OverviewFoundation medicine is a molecular information company developing clinical diagnostic tests that facilitates personalized cancer therapies. It is a sub-organization of Roche. It was founded in 2010, and is headquartered in Cambridge, Massachusetts, USA, with a workforce of 1001-5000 employees. Its website is http://www.foundationmedicine.com.Company H1B SponsorshipFoundation Medicine has a track record of offering H1B sponsorships, with 5 in 2026, 26 in 2025, 41 in 2024, 30 in 2023, 36 in 2022, 41 in 2021, 45 in 2020. Please note that this does not guarantee sponsorship for this specific role.