Senior Informatics Customer Success Specialist

Sr. Informatics Customer 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 

 

In addition to the roles and responsibilities of a Customer Care Informatics Specialist II, as a Senior Customer Care Informatics Specialist, you will be viewed as the “go-to” subject matter expert of the informatics customer purchase, receive &onboard, use & optimize journey. You will provide support to team members in the day-to-day operations with a high focus on a best-in-class customer experience. You will build a relationship of trust and support within the team and cross-functionally by being an expert of Illumina’s software portfolio and systems.  

 

Responsibilities 

• Work cross- functionally to solve unique workflows based on customer needs. 

• Support product commercialization activities for new software products, processes, and acquisitions. 

• Manage strategic and clinical customer accounts/transactions 

• Support team through cross functional collaboration with issue escalation resolution 

• Monitor team case activity to ensure timely action/responses and act as a resource for escalation as needed 

• Monitor Microsoft Teams chat(s) ensuring timely responses and act as resource for escalation as needed 

• Coordinate and facilitate team meetings and topics in conjunction with Staff Customer Care Informatics Specialist and/or management 

• Monitor backlog activities ensuring team is on track and act as a resource when needed. 

• Assist in end of quarter activities ensuring team is on track and act as a resource as needed 

• Help to identify process gaps, drive process understanding, development, implementation, and management to streamline business functions and customer experience 

• Support global and regional projects working cross-functionally as a SME.  Supporting design, UAT testing, training and hyper care for new system and process implementations 

• Identify and/or support training/mentoring opportunities for team members 

• Support new employee onboarding and documentation requirements 

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

 

 

 

 

Requirements 

 

• Customer support or sales support role (Bioinformatics and/or SaaS preferred): 5+ years 

• Clear vision of and commitment to providing outstanding customer service 

• Proven ability to clearly convey complex ideas and concepts 

• Proven ability to coordinate and collaborate with cross-functional teams to support customer needs 

• +2 year’s experience in Microsoft Office and CRM and/or ERP systems (SAP, SFDC), E-commerce systems, MS Dynamics, and other bioinformatics platforms. 

• Strong organization skills, including ability to rapidly balance priorities in a fast-paced environment 

• Experience in process mapping and/or system implementations is a plus 

 

 

Education 

• Bachelor’s degree preferred. Equivalent years of experience considered.  

We are a company deeply rooted in belonging, promoting an inclusive environment where employees feel valued and empowered to contribute to our mission. Built on a strong foundation, Illumina has always prioritized openness, collaboration, and seeking alternative perspectives to propel innovation in genomics. We are proud to confirm a zero-net gap in pay, regardless of gender, ethnicity, or race. We also have several Employee Resource Groups (ERG) that deliver career development experiences, increase cultural awareness, and offer opportunities to engage in social responsibility. We are proud to be an equal opportunity employer committed to providing employment opportunity regardless of sex, race, creed, color, gender, religion, marital status, domestic partner status, age, national origin or ancestry, physical or mental disability, medical condition, sexual orientation, pregnancy, military or veteran status, citizenship status, and genetic information. Illumina conducts background checks on applicants for whom a conditional offer of employment has been made. Qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable local, state, and federal laws. Background check results may potentially result in the withdrawal of a conditional offer of employment. The background check process and any decisions made as a result shall be made in accordance with all applicable local, state, and federal laws. Illumina prohibits the use of generative artificial intelligence (AI) in the application and interview process. If you require accommodation to complete the application or interview process, please contact accommodations@illumina.com. To learn more, visit: https://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf. The position will be posted until a final candidate is selected or the requisition has a sufficient number of qualified applicants. This role is not eligible for visa sponsorship.

Experience Level

Senior Level