Informatics Success Specialist

What if the work you did every day could impact the lives of people you know? Or all of humanity?

At Illumina, we are expanding access to genomic technology to realize health equity for billions of people around the world. Our efforts enable life-changing discoveries that are transforming human health through the early detection and diagnosis of diseases and new treatment options for patients.

Working at Illumina means being part of something bigger than yourself. Every person, in every role, has the opportunity to make a difference. Surrounded by extraordinary people, inspiring leaders, and world changing projects, you will do more and become more than you ever thought possible.

Position Summary:                    

The Informatics success specialist serves as a trusted advisor post-sale, ensuring that customers achieve maximum value from our Sequencing and Array informatics solutions. Informatics Success Specialists work closely with clients in research, biotech, and healthcare settings to guide them through the software adoption cycle providing insights, useful metrics, and guidance to achieve full utilization of Illumina’s Enterprise Software Stack.

As an Informatics Success Specialist you will act in a commercial success role as an expert resource for customers and internal Illumina colleagues to ensure customer success. As an ISS you will be interacting with them from point of sale through renewal and further adoption. Working cross functionally with technical support, product, marketing, and Informatics Sales Specialist colleagues the ISS ensures the voice of the customer feedback is visible across all teams and prioritized appropriately. Informatics success specialists are viewed as a “go to” resources for all things informatics - research and clinical with our key and strategic clients.

Position Responsibilities:

• Serve as the primary point of contact post-sale for enterprise software clients, building and maintaining strong relationships with key stakeholders.
• Drive revenue through continued renewal of software licensure, usage, and further software adoption.
• Partner with Informatics Sales Specialist and other resources to ensure maintenance, usage growth, upselling, and cross-selling of software.
• Proactively monitor account health and metrics, identifying risks and opportunities for growth throughout the term leading up until renewal, maintaining alignment on goals and objectives with the customer.
• Track success metrics, prepare quarterly business reviews (QBRs), and present ROI to executive stakeholders on scheduled cadence to ensure customer satisfaction and efforts to reduce churn.
• Collaborate with Product, Marketing, and Engineering teams to communicate client feedback and influence product roadmap.
• Develop, coordinate and sometimes conduct both basic and advanced informatics presentations and seminars for customers. This will at times involve engaging and creative demos and some proof-of-concept work.
• Provide Voice of Customer input and feedback to development teams, various marketing teams and others as needed.
• Develop and manage active sales pipeline for renewals opportunities, usage growth, and opportunities for expansion

Listed responsibilities are an essential, but not exhaustive list, of the usual duties associated with the position. Changes to individual responsibilities may occur due to business needs.

Position Requirements:

• Typically requires 2+ years relevant experience. Experience in a software sales, customer success, and/or project management role.
• Scientific background, and specifically molecular biology, is highly desired. Experience selling and supporting commercial software is ideal.
• Demonstrated written and verbal communication and training skills.
• Outstanding problem solving and interpersonal skills.
• Clear vision of and commitment to providing outstanding customer service.
• Ability to successfully work collaboratively in a highly matrixed sales organization

All listed requirements are deemed as essential functions to this position; however, business conditions may require reasonable accommodations for additional tasks and responsibilities. 

Preferred Experience/Education/Skills:

• Typically requires a minimum of 2+ years of related experience with a sciences degree in Bioinformatics, Clinical data analysis, Molecular Biology, Genetics, or Biochemistry. Masters, MBA, or PhD a plus.

Location:

This is a remote role, with some periodic travel. Candidate is ideally within the US South sub-region but candidates will be applicable if they are within at most one time-zone difference from