EMR Success Manager

About the role

BillionToOne is seeking an EMR Success Manager to oversee and lead their customer support team focused on EMR integrations. This role involves managing daily operational activities, providing technical guidance during escalations, and collaborating with various internal departments to improve and streamline the EMR integration process. The successful candidate will be responsible for ensuring that clients experience smooth onboarding and ongoing support, while also refining processes to enhance efficiency and customer satisfaction. The position requires a proactive approach to problem-solving, excellent communication skills, and the ability to manage multiple priorities in a fast-paced environment. The EMR Success Manager will play a key role in maintaining high standards of service delivery and fostering strong relationships with clients and internal teams alike.

Key facts

What you'll do

• Lead and mentor the EMR Success team, providing strategic guidance and day-to-day management to ensure team members deliver high-quality support and successful EMR integrations.
• Develop, implement, and maintain operational procedures for intake, prioritization, escalation, and communication processes to ensure consistency, efficiency, and high standards across all client interactions.
• Oversee the entire customer lifecycle, supporting clients from initial planning and onboarding through go-live and post-implementation phases, ensuring a seamless experience.
• Manage workflow evaluations, rollout planning, training sessions, go-live support, and post-implementation activities, ensuring all steps are executed effectively to maximize customer satisfaction.
• Act as the primary technical point of contact for issue triage and escalation, ensuring timely resolution of complex problems and clear ownership of issues.
• Collaborate closely with internal technical teams, including engineering and product departments, to facilitate IT project requests, remove obstacles, and ensure smooth problem resolution.
• Create, update, and maintain comprehensive process playbooks and documentation to standardize team operations and support scalable growth.
• Continuously analyze and improve existing workflows and support processes, identifying opportunities for automation, efficiency, and enhanced customer experience.
• Develop and implement metrics, dashboards, and reporting systems to monitor key performance indicators such as customer health scores, backlog levels, SLA compliance, and recurring issues.
• Work closely with Sales and external partners to optimize onboarding procedures, improve customer education, and enhance overall client experience with EMR integration.
• Foster a collaborative environment within the team, encouraging knowledge sharing, continuous learning, and professional development.
• Stay informed about the latest trends and best practices in healthcare IT and EMR systems to ensure the team remains at the forefront of industry standards.
• Represent the company in client meetings, providing technical expertise and ensuring customer needs are met effectively.
• Manage travel requirements up to 50%, supporting on-site client visits, training sessions, or internal meetings as needed.
• Contribute to strategic planning and process improvement initiatives to support the company's growth and operational excellence.

Requirements

• Minimum of 5 years of experience in EMR integrations, healthcare IT, lab systems, or related fields, with a proven track record of successful project delivery.
• At least 3 years of experience leading teams, managing cross-functional programs, and supporting customer-facing technical support functions.
• Demonstrated ability to lead and develop a team, fostering a collaborative and high-performance environment.
• Strong background in healthcare integration, with experience managing EMR implementations and supporting complex technical projects.
• Proven project and program management skills, including managing timelines, stakeholder expectations, and resource allocation.
• Technical proficiency and problem-solving skills to troubleshoot and resolve complex issues efficiently.
• Excellent communication skills, capable of translating technical concepts for non-technical stakeholders and clients.
• Willingness to travel up to 50% to support client visits, training, and internal meetings.
• Experience working with engineering or product teams on integration tools, APIs, and process improvements.
• Familiarity with healthcare privacy and security standards such as HIPAA and SOC 2 compliance.
• Bachelor's degree in Health Informatics, Information Systems, Engineering, or a related field; a Master's degree is considered a plus.

Nice to have

• Prior experience in healthcare software implementation or support.
• Knowledge of healthcare data standards and interoperability frameworks such as HL7, FHIR, or DICOM.
• Experience working in a fast-paced, innovative healthcare environment with a focus on customer success.
• Familiarity with project management methodologies and tools such as Agile or Scrum.
• Ability to adapt to evolving technologies and industry best practices.

Skills & tools

• EMR systems and related healthcare IT platforms
• Project management software (e.g., Jira, Asana, Trello)
• Data analysis and reporting tools (e.g., Excel, Tableau)
• Communication and collaboration platforms (e.g., Slack, Zoom, Microsoft Teams)
• Documentation tools for creating process playbooks and manuals

Practical notes

This position requires travel up to 50% to support client visits, training sessions, and internal meetings. The role offers a competitive salary package, with total compensation reaching up to $260,705 annually. The base salary ranges from $179,521 to $200,641, depending on experience and qualifications. The company provides comprehensive benefits, including healthcare options, generous parental leave, and a retirement savings plan with company matching. The role is based on-site at client locations or company offices, as needed, and involves working in a dynamic environment focused on healthcare innovation and customer success.