About the Job

The Partner Success Specialist 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 Foundation Medicine's product portfolio. 

The Partner Success Specialist collaborates with our international partners to ensure Foundation Medicine'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 Foundation Medicine'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 Foundation Medicine 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 Foundation Medicine 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.

Qualifications:

Basic Qualifications:

• Advanced Degree; or, 
• 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 
• Fluency in English and Spanish

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
• Understanding of HIPAA and importance of patient safety and data privacy regulations and guidelines 
• Commitment to reflect Foundation Medicine’s values: Integrity, Courage, and Passion 

The expected salary range for this position based on the primary location of Remote is $67,280 - $84,100 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.

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