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EMR Success Manager

1 hour, 46 minutes ago
Anywhere
Full-time
Lead
Customer Success Manager
Project and Program Management
HIPAA
Apply Now
BillionToOne

BillionToOne

BillionToOne is a precision diagnostics company revolutionizing disease detection with single base pair accuracy, making molecular diagnostics accessible and efficient for all.

Pharmaceuticals
251-1K
Founded 2016
$296M raised
View All Jobs 34

Description

  • Lead, coach, and develop the EMR Success team responsible for implementations and ongoing client support.
  • Create and maintain operating rhythms for intake, prioritization, escalation, customer communications, and post-mortems.
  • Oversee customer implementation and support across the full EMR integration lifecycle.
  • Coordinate workflow assessments, rollout planning, training, change management, go-live support, and post-go-live planning.
  • Serve as the technical point of contact for triage and escalation of integration issues and changes.
  • Partner with internal technical teams to unblock dependencies and drive timely resolution of IT project requests.
  • Develop clear playbooks and documented support processes for the team.
  • Build and improve scalable processes for implementation and ongoing EMR support.
  • Create metrics and reporting on customer health, backlog, SLA performance, go-live readiness, and recurring issue themes.
  • Act as a liaison between Sales, external stakeholders, and internal teams to improve onboarding and customer experience.

Requirements

  • 5+ years of experience in EMR integrations, interoperability, healthcare IT, lab systems, or a related domain.
  • 3+ years of experience leading teams and scaling cross-functional programs.
  • Experience leading a customer-facing technical or support team with people management and performance management responsibilities.
  • Strong background in healthcare integration or program delivery, such as EMR implementations, portals, or similar work.
  • Proven project or program management experience managing timelines, customers, and schedules.
  • Ability to work cross-functionally and manage stakeholder expectations internally and externally.
  • Strong technical aptitude and comfort triaging issues in ambiguous situations.
  • Willingness to travel up to approximately 50% depending on customer needs.
  • Experience partnering with Engineering or Product teams on integration tooling, automation, monitoring, and scalability improvements.
  • Strong understanding of healthcare privacy and security requirements, including HIPAA; familiarity with SOC 2 and audit-ready processes is preferred.
  • Bachelor’s degree in Health Informatics, Information Systems, Engineering, or a related field is preferred; a Master’s degree is a plus.

Benefits

  • Competitive base pay, with a total compensation package of up to $260,705 per year and a base salary range of $179,521 to $200,641 per year.
  • Generous equity options and a corporate bonus program.
  • Multiple medical plan options, including 100% employer-paid premiums for select employee plans and up to 80% dependent coverage.
  • Extremely generous family bonding leave for new parents: 16 weeks paid at 100%.
  • Supplemental fertility benefits coverage.
  • Retirement savings program with a 4% company match.
  • Increased paid time off with tenure.
  • Latest hardware and equipment provided, including laptop, lab equipment, and facilities.
  • Open, transparent culture with weekly Town Hall meetings.

Interested in this position?

Apply directly on the company website

Apply Now

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