Partner Success Specialist – South America (English/Spanish fluency required)

Foundation Medicine•Boston, MA

7d•Remote

About The Position

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.

Requirements

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

Nice To Haves

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

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.