Company Overview

Imagine if we could match patients with the treatments that prove the most effective for them . . .

GNS Healthcare applies a powerful form of AI called causal machine learning to predict which treatments and care management programs will work for which patients, improving individual patient outcomes and the health of populations, while reducing the total cost of care.

Headquartered in the biotechnology and health IT center of Cambridge, MA, our patented REFS™ technology is based on recent breakthroughs in causal machine learning and AI that transforms massive quantities of patient data into computer models of disease at molecular, patient, and health system levels. These computer models power up solutions, products, and services that health plans, biopharmaceutical companies, health systems, and patient foundations utilize to slow disease progression, reduce adverse events and hospitalization, and improve therapeutic effectiveness. Our platforms and solutions have been validated across more than 35 diseases including oncology, cardiovascular and metabolic disease, autoimmune diseases, neurology, etc. and have appeared in over 40 peer-reviewed publications.

Position Summary

We are looking for a team member with a strong background in a quantitative field such as Bioinformatics, Computational Biology, Computer Science, or Statistics and exceptional client-facing communication skills. You must have an unequivocal passion and excitement for data science and machine learning, be naturally pedagogical and able to explain complex concepts to a diverse set of stakeholders, and maintain an unwavering client-first mindset with a willingness to go the extra mile to ensure our clients are successful.

As the Client Success Manager, you will be responsible for supporting our platform licensees throughout their entire lifecycle. Key responsibilities include understanding client needs and matching them with platform capabilities. The projects will mainly be focused on: (1) “omics” areas to support preclinical and clinical stage programs for pharma and biotech organizations, and (2) Health Economics Outcomes Research (HEOR) use cases.

Internal Responsibilities

• Engage with Business Development and Sales teams to help align offerings to needs, help define support and deployment needs and develop contract language around licensing.
• Work in close alignment with the product team to communicate feedback from client users.
• Assist product team in planning around releases and upgrades to ensure seamless experience of current clients and on-boarding of new clients.
• Manage and coordinate communication around deployment planning and execution, both with clients and internal IT and engineering teams.

Client-Facing Responsibilities

• Provide scientific and technical support to clients operating the platform by serving as a technical expert in the application of the technology to the client's use cases; support and contribute to case studies material.
• Manage client expectations with clear communication around timelines, deliverables, and areas of joint accountability.
• Develop polished and customized client-facing materials according to client use cases and goals, and deliver professional presentations that result in high client engagement.
• Rapidly and effectively respond to client requests including identifying, clarifying, escalating, and resolving software issues and requests.
• Effectively manage all client communications, serving as a consistent point of contact. Moderate biweekly joint check-in meetings and record client feedback and issues.
• Serve as a liaison to interface between the client and GNS's scientific team to address questions and concerns beyond the scope of the Client Services Manager's expertise.
• Schedule and coordinate workshops.
• Support and maintain an engaged user community by organizing and moderating platform user meetings.
• Contribute significantly to knowledge base and product support materials development.
• Acquire deep understanding of client ecosystem and the role of the product within the organization.
• Travel to client sites as needed to ensure client engagement and success.
• Secure long-term relationships and strategically align with the customer by deeply understanding their scientific and analytical needs for the purpose of anticipating their needs and optimizing the relationship.
• Establish a trusted/strategic advisor relationship with each assigned client and drive continued value of our products and services.
• Build trust and credibility with clients through superior follow-through.
• Empathize with every aspect of the client experience, putting their needs first.
• Ensure our clients’ satisfaction and that they are getting value out of our product.
• Own the client on-boarding process.

Qualifications

• Masters-level candidates with 1-3 years of experience working in the life sciences, biotech, or pharmaceutical industry; subject matter expertise in Bioinformatics, Computational Biology, Computer Science, or Statistics; PhD is a plus
• Prior experience in Customer Success or equivalent history of increasing customer satisfaction, adoption, and retention
• A track record of developing strong and trusting relationships with clients and/or collaborators
• Thrives in a multi-tasking environment and can readily adjust priorities
• A passion for networking, teaching, and collaboration
• Knowledge of one of the statistical programming languages. Experience with R strongly preferred
• Familiarity with the design and execution of large-scale ‘omics studies such as those in the pre-clinical/clinical stages of pharmaceutical drug development
• Exceptional written, oral, and presentation communication skills
• Proven ability to drive continuous value of our product(s).
• Strong team player and self-starter.
• Ability to travel up to 30%

Company Culture

Our philosophy at GNS is simple: we cannot transform healthcare with anything less than an all-star team. We are seeking smart, driven people who are experts in their field, have a track record of success and a passion for creating change. We believe that strong teams supercharge the performance of individuals, create a fun and dynamic workplace and great results for our clients and the people they serve.

We are passionate about our work and believe in the ability of our technology to change the world. Our core values of integrity, collaboration, value, diversity, and game-changing guide our behaviors with each other and our clients.

GNS offers competitive salaries, stock options, unlimited vacation, health, dental and vision insurance, life insurance, long-term disability, 401(k), generous parental leave, tuition reimbursement, professional development, subsidized parking and gym membership, tasty food, volunteering opportunities, social gatherings, and more.

Equal Employment Opportunity

GNS Healthcare provides equal employment opportunities to all employees and applicants for employment without regard to race, color, national origin, religion, sexual orientation, gender, gender identity or expression, age, veteran status, disability, pregnancy or conditions related to pregnancy, or genetics. In addition to federal law requirements, GNS Healthcare complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.