Sr. Informatics Customer Success Specialist
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Job Location:
Monthly Salary:
Posted on:
20 hours ago
Vacancies:
1 Vacancy
Job Summary
Position Summary
In addition to the roles and responsibilities of a Customer Care Informatics Specialist II as aSenior Customer Care Informatics Specialistyou willbe viewed as thego-to subject matter expertof the informatics customerpurchase receive &onboard use & optimizejourney.You will providesupporttoteammembersin theday-to-dayoperations with ahigh focusona best-in-classcustomer experience.You will build a relationship of trust and support within the team and cross-functionallyby being an expertofIlluminas software portfolio andsystems.
Responsibilities
Work cross-functionallyto solveunique workflows based oncustomer needs.
Support product commercialization activities for new software productsprocessesand acquisitions.
Manage strategic and clinicalcustomer accounts/transactions
Support team through cross functional collaboration with issue escalation resolution
Monitorteamcase activityto ensuretimelyaction/responsesand act as a resource for escalation as needed
MonitorMicrosoftTeams chat(s) ensuringtimelyresponses and act as resource for escalation as needed
Coordinate andfacilitateteam meetingsand topicsin conjunction with Staff Customer Care Informatics Specialistand/or management
Monitor backlog activitiesensuringteamis on trackand act as a resource when needed.
Assistin end of quarter activitiesensuring team is on trackand act asa resource as needed
Help toidentifyprocess 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
Identifyand/orsupport training/mentoring opportunities for teammembers
Support new employee onboarding anddocumentation requirements
All listed tasks and responsibilities aredeemedas essential functions to this position; however business conditions may require reasonableaccommodationsforadditionaltasks and responsibilities
Requirements
Customer support or sales support role (Bioinformaticsand/or SaaSpreferred): 5 years
Clear visionof 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
2yearsexperienceinMicrosoft Office and CRM and/or ERP systems (SAP SFDC) E-commerce systems MS Dynamicsand 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
Bachelors degreepreferred.Equivalent years of experienceconsidered.
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 To learn more visit: 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.
Required Experience:
Senior IC
Key Skills
- Design Engineering
- Baan
- Customer Service
- Fund Management
- ABAP
- Elevator
