OMNY is a real-world data exchange platform that enables health systems and specialty networks to share their de-identified data sets with external parties at scale. The company’s vision is to help sustain the healthcare ecosystem through a data driven business model, while unlocking incredible innovation in the life sciences industry with real world data from health systems. The OMNY platform ensures control, security, and data governance for both data sellers and data buyers. We are eager to bring on professionals who are prepared to innovate and redefine the standards of data sharing and utilization. Join us if you are ready to take on significant challenges and contribute to our continuous success!

What We're Looking For

We are seeking a highly motivated Customer Success Manager to join our dynamic Life Sciences Customer Success team. This role will play a vital part in supporting our life sciences customers by ensuring the smooth delivery of services and products, resolving customer inquiries, and helping our team maintain high levels of customer satisfaction. The ideal candidate has a passion for problem-solving, exceptional organizational skills, and an interest in healthcare and real-world evidence.

You will be a real-world healthcare data and technology subject matter expert and key conduit between OMNY and our life sciences and research partner customers. Your day-to-day includes:

Consulting with customers on strategic outcomes they want to achieve, and presenting OMNY solutions to meet validated short/long term objectives on an ongoing basis
Confidently and credibly presenting healthcare data products and solutions, delivering product trainings, leading conference calls, handling technical discussions/due diligence, etc.
Educating customers by leading post-sale training and office hour sessions to impart your expertise and recommendations on the effective use of OMNY Health’s data, customized to meet the needs and objectives of customers
Contributing to internal documentation about the status of customer deliverables, customer questions and resolution provided, and use cases.
Working closely with OMNY product, engineering, data science, and sales and marketing teams to align on technical requirements, timing, and other key components of OMNY engagements.

Key Responsibilities:

Customer Support

Assist the Life Sciences Customer Success team in managing day-to-day interactions with life sciences and other research clients who utilize OMNY data and software solutions, ensuring timely and effective communication.
Respond to customer inquiries and provide solutions to operational issues, escalating to appropriate internal team members as needed to ensure a seamless customer experience. This includes triaging technical support with OMNY colleagues within operations, product, management, technology, data science/research, and legal to address customer questions and reduce barriers to successful use of OMNY products.
Maintain up-to-date knowledge of OMNY Health’s products, services, and solutions to effectively assist clients.

Account Coordination

Support onboarding activities by ensuring customers receive necessary resources and guidance during the initial setup phase.
Monitor customer account activities and usage to identify trends or opportunities for engagement and improvement.

Data and Documentation Management

Maintain accurate records of customer interactions, issues, and resolutions in CRM tools and other tracking systems.
Help organize and track customer feedback to contribute to continuous improvement initiatives.

Sales support

Support OMNY revenue growth by partnering with sales as a subject matter expert in OMNY Health products specifically, and healthcare data more broadly.
Participate in sales discussions and data evaluations to demonstrate the capabilities OMNY Health data, platforms, or provider research networks.
Support proposal writing efforts.
Coordinate with the sales team on pursuing upsell and account expansion opportunities, as well as renewal and customer retention results.

Requirements

Education and Experience

Master’s degree in a related field (e.g., Life Sciences, Healthcare, Public Health, Social Sciences, Business, or a related discipline) preferred.
3+ years of experience in customer support, customer success, or a related role, ideally for life sciences clients using real world healthcare data products.

Skills and Competencies

Strong organizational skills with a demonstrated ability to manage multiple tasks and priorities.
Excellent written and verbal communication skills, with the ability to interact professionally with clients and internal teams.
In depth experience with and knowledge of various types of healthcare data assets (EHR, administrative claims, etc.) and related analytic applications (e.g. commercial analytics, real-world evidence/HEOR).
Understanding the data and information needs of life sciences companies.
Proven ability to thrive in a very fast paced environment; a demonstrated ability to manage and execute with a strong bias for action and effectively prioritizing/meeting aggressive deadlines.
High degree of professional ethics, with a focus on doing what's right for the customer and the business, with purpose and contagious enthusiasm.
Ability to work in a dedicated remote setting that prioritizes adherence to compliance with healthcare data security requirements and handling of confidential client information.

Position Location:

Hybrid (Atlanta, GA) or remote work environment, with occasional travel to customer or company meetings as needed.
Flexible schedule required to accommodate customer needs and time zones (mostly US East Coast) as required

What We Offer

Competitive salary and benefits package, commensurate with experience.

Join our team and help us transform healthcare through data-driven insights and innovation!

Apply now

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