EMR Success Manager

Role Overview

• Lead and develop the EMR Success team
• Manage, coach, and develop EMR Integration Specialists responsible for successful implementations and ongoing client support, proactively identifying and breaking through customer and internal barriers to drive customer success.
• Create clear operating rhythms (intake, prioritization, escalation, customer communications, post-mortems) and ensure consistent execution across the team, delivering best-in-class field and clinic-level support.
• Drive customer success for EMR integrations
• Ensure customers are successfully implemented and supported across the full integration lifecycle, including implementation planning and cross-functional coordination.
• Oversee key activities such as workflow assessment, roll-out planning, training/change management, go-live support, and post go-live planning.
• Ensure the team provides end-user training and maintains high customer satisfaction.
• Be the technical point for triage + escalation (Software Product Manager mindset)
• Lead triage of integration issues and changes; ensure ownership, urgency, and clear resolution paths.
• Partner with internal technical teams to “navigate and champion IT project requests,” unblock dependencies, and drive timely resolution.
• Develop clear and documented playbooks for the team to follow.
• Build scalable processes and improve the system
• Develop and continuously improve documented, scalable processes for implementation and ongoing EMR support, optimizing solution offerings and implementation workflows.
• Build metrics and reporting around customer health, backlog, SLA performance, go-live readiness, and recurring issue themes.
• Partner cross-functionally
• Serve as a liaison across Sales and external stakeholders to improve onboarding, closing of EMR integrations and customer experience both for our customers and the sales team.
• Ensure the team effectively educates internal and external partners on EMR integration processes and best practices.

Requirements

• 5+ years of experience in EMR integrations, interoperability, healthcare IT, lab systems, or related domains.
• 3+ years leading teams and scaling cross-functional programs (people leadership + program ownership).
• Experience leading a customer-facing technical/support team (people management + performance management).
• Strong healthcare integration/program delivery background (EMR implementations, portals, or similar), aligned with end-to-end EMR integration work.
• Proven project/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 driving issue triage in ambiguous situations.
• Willingness to travel (up to ~50% depending on customer needs).
• Experience partnering with Engineering/Product teams on integration tooling, automation, monitoring, and scalability improvements.
• Strong understanding of privacy/security requirements in healthcare (HIPAA; preferred familiarity with SOC 2 and audit-ready processes).
• Bachelor’s degree in Health Informatics, Information Systems, Engineering, or related field preferred (Master’s a plus).

Benefits

• Working alongside brilliant, kind, passionate and dedicated colleagues, in an empowering environment, toward a global vision, striving for a future in which transformative molecular diagnostics can help millions of patients
• Open, transparent culture that includes weekly Town Hall meetings
• The ability to indirectly or directly change the lives of hundreds of thousand patients
• Multiple medical benefit options; employee premiums paid 100% of select plans, dependents covered up to 80%
• Extremely generous Family Bonding Leave for new parents (16 weeks, paid at 100%)
• Supplemental fertility benefits coverage
• Retirement savings program including a 4% Company match
• Increase paid time off with increased tenure
• Latest and greatest hardware (laptop, lab equipment, facilities)