Person, Text, Face


Every patient sample is a story.

That's why our Lab Ops team is focused on providing physicians with comprehensive genomic information about each person's cancer. Information that's as unique as the patients are. The insights discovered in our labs may help change their story.


Customer Experience Specialist - Central/Midwest (ND, SD, NE, MO, MN, IA, MO, WI, IL,IN, OH, WV, MI, PA)

  • United States
  • Full Time

About the Job

The Customer Experience Specialist, International partners directly with our international partners, supporting insight into case management, escalations, and specialized projects. This position may serve as a subject matter expert regarding pre-, peri-, and post-testing while providing consistent and exceptional operational support for the customer experience team across FMI’s product portfolio.

The Customer Experience Specialist collaborates with our international partners to ensure FMI’s customers and patients are satisfied with our products and services while providing analysis of trends and opportunities for improvement and refinement of service delivery. This role works closely with all relevant stakeholders to champion the sustainability and growth of key accounts. The incumbent acts as a role model for collaboration and facilitation of best-in-class customer service.

Key Responsibilities

  • Partner closely with internal and external stakeholders to support international partners and client accounts in operationalizing FMI’s product portfolio and offerings.
  • Collaborate interdepartmentally and with internal stakeholders to improve services and implement custom solutions tailored to needs of the partner and client that may be outside of standard resolution process.
  • Identify potential operational issues that may delay existing orders, suggest resolutions, and implement solutions.
  • Partner with critical internal and external stakeholders to strategize process changes that help sustain and grow accounts.
  • Serve as a subject matter expert for certain client activities and ordering patterns to improve and refine service delivery, follow through to ensure all improvements are reviewed and put in place in collaboration with leadership.
  • Proactively schedule and maintain regular interactions with external partners to optimize workflow and service delivery for excellent customer experience as measured.
  • Support the collection of information required for testing and documentation with external partners and contacts.
  • Be an expert at FMI services, offer support across a range of technology product offerings in a welcoming manner.
  • Meet regularly with internal stakeholders to stay current with procedural changes, ensure training is compliant.
  • Ensure commitment to FMI patients, clients, and partners while maintaining a professional and warm presence in all settings (email, phone, occasional face-to-face).
  • Attend to emails within 24 hours unless exceptional circumstances arise (vacation, sick) and formulate backup plans when appropriate.
  • Be responsible for collaborating with different work groups internally and departments to improve the customer and partner experience.
  • Coordinate and/or support internal projects including but not limited to coordination, data gathering and analysis, process improvements to ensure an optimal customer and partner experience.
  • Partner across various support areas within Client Services ensuring collaboration and teamwork.
  • Travel up to 10% of the time.
  • Other duties as assigned.


Basic Qualifications

  • Bachelor’s Degree or relevant work experience AND 3+ years of experience in a customer service, biotech, healthcare, or sales role; OR,
  • Associate degree/High School Diploma (GED) AND 7+ years of prior work experience in a related customer services role

Preferred Qualifications

  • 4+ years of experience in a related customer service, biotech, healthcare, or sales role
  • Experience with utilizing a Customer Relationship Management (CRM system)
  • Experience using the Salesforce contact platform
  • Experience in data and trend analysis for account management
  • Prior experience in working with remote, global teams
  • Demonstrated history of managing multiple concurrent initiatives while maintaining workflow
  • Demonstrated ability to manage and escalate issues and drive issue resolution
  • Demonstrated ability to problem solve both technical and human/interpersonal problems
  • Demonstrated ability to work independently with minimal direct supervision
  • Demonstrated ability to perform in a detail-oriented and accountable manner that meets deadlines
  • Proficiency with Microsoft products, including Word, PowerPoint, Power BI and Excel
  • Established problem-solving abilities and analytical and negotiations skills
  • Strong interpersonal skills, including excellent written and oral communication
  • Fluency in German, Japanese or Brazilian Portuguese
  • Understanding of HIPAA and importance of patient privacy and data regulations
  • Commitment to FMI values: patients, innovation, collaboration, and passion



Please be aware that Foundation Medicine mandates COVID-19 vaccination of all employees regardless of work location. Accommodations may be made in accordance with applicable law.


About Foundation Medicine

Foundation Medicine, Inc. (FMI) began with an idea—to simplify the complex nature of cancer genomics, bringing cutting-edge science and technology to everyday cancer care. Our approach generates insights that help doctors match patients to more treatment options and helps accelerate the development of new therapies. Foundation Medicine is the culmination of talented people coming together to realize an important vision, and the work we do every day impacts real lives.

Confidence, or the belief that we need to check every box before applying for a job, can sometimes hold us back from going after a role that inspires us. At Foundation Medicine there's no such thing as the 'perfect' applicant, and our company is a place where every employee can make an impact and continue to grow whatever background they may have or path they may have taken. So, as long as you meet the basic qualifications for a role, please apply if you see a position that would make you excited to come into Foundation Medicine every day and help us transform cancer care.

Apply Now

Internal applicants, please use your FMI email address.

Please let me know about more jobs like this

Not You?

Thank you

Recommended Jobs

Accessioning Lead

San Diego Lab Operations 102235 San Diego California United States Torreyana Road, San Diego, California, United States Operations
About the Job The Accessioning Lead performs critical sample receipt and data entry functions in FMI’s Certified Laboratory Improvement Amendments (CLIA)-certified clinical laboratory. This role helps to drive production within the accessioning ...

Sr Specialist, Regulatory Affairs

Regulatory 102230 Cambridge Massachusetts United States Cambridge, Massachusetts, United States R&D
About the Job The Senior Specialist, Regulatory Affairs performs activities to support the regulatory submissions process through development of regulatory strategy and submission of materials to health authorities such as FDA for approval of no...

Corporate & Industry Events Manager

Commercial Execution 102233 United States United States Commercial
About the Job The Corporate and Industry Events Manager is responsible for managing events, programs and strategy, including designing, producing, managing and participating in events, conferences, sponsorships, activations and more. This positi...

Scientist II, Diagnostic Development & Assay Validation

Development Operations 102111 Boston Massachusetts United States Seaport Blvd., Boston, Massachusetts, United States R&D
About the Job The Scientist II, Diagnostic Development & Validation supports the full development lifecycle, from concept through commercial launch, of new NGS-based assays under 21 CFR part 820 QSR Design Control. This position contributes to l...
Person, Clinic, Clothing, Lab Coat, Coat, Hospital, Operating Theatre, Sunglasses, Lab, People

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)

To all recruitment agencies: Foundation Medicine does not accept agency resumes. Please do not forward resumes to our jobs alias, Foundation Medicine employees or any other organization location. Foundation Medicine is not responsible for any fees related to unsolicited resumes.