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BillionToOne, a publicly traded genomics and precision diagnostics company, is seeking an EMR Success Manager to lead a customer-facing support team responsible for ensuring successful EMR integrations. This is a hands-on people management role that balances customer outcomes, operational rigor, and technical problem-solving.
You will manage and develop a team of EMR Integration Specialists, establishing clear operating rhythms for intake, prioritization, escalation, and customer communications. You'll oversee the full integration lifecycle—from implementation planning and workflow assessment through roll-out planning, training, go-live support, and post-implementation optimization. Your responsibilities include ensuring best-in-class field and clinic-level support while maintaining high customer satisfaction.
As the technical point of triage and escalation, you'll lead issue resolution with a product manager mindset, partnering with internal engineering and product teams to unblock dependencies and drive timely fixes. You'll develop and maintain clear playbooks and processes, building scalable workflows that optimize implementation and ongoing support. You'll also establish metrics around customer health, backlog, SLA performance, go-live readiness, and recurring issue themes.
Cross-functional collaboration is essential: you'll serve as a liaison between Sales, Engineering, Product, and external stakeholders to improve onboarding, close EMR integrations, and enhance the overall customer experience. You'll educate internal and external partners on EMR integration processes and best practices.
Required qualifications include 5+ years in EMR integrations, interoperability, healthcare IT, or lab systems; 3+ years leading teams and scaling cross-functional programs; proven experience managing customer-facing technical/support teams; strong healthcare integration and program delivery background; solid project/program management skills; and strong technical aptitude for issue triage in ambiguous situations. You must be comfortable with up to 50% travel and have experience partnering with Engineering/Product on integration tooling, automation, and scalability. Understanding of privacy and security requirements in healthcare is essential.
