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
As the Client Success Manager, you will be responsible for supporting our platform licensees throughout their entire lifecycle and assuring overall client satisfaction and success in using the REFS Platform. Key responsibilities include understanding client needs and matching them with platform capabilities, planning and delivering user training, and escalating support requests that engage GNS scientific, product, and software teams. This role will support clients at pharmaceutical and biotech companies who are using the platform.
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 onboarding of new clients.
Client-Facing Responsibilities
- Provide the primary point of contact for clients operating the REFS platform. Effectively manage communication and engage with internal team members as needed to support/resolve issues
- Coordinate the development of case studies to showcase applications for the REFS platform
- Own the client onboarding process and schedule and coordinate workshops for training.
- 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.
- Support and maintain an engaged user community by organizing and moderating platform user meetings. Assist in developing/expanding the development of product training materials.
- 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.
- Develop and report on KPIs for client engagement and satisfaction.
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 with matrix teams (i.e. product, engineering and science teams)
- 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 and/or with Health Economics and Outcome Research concepts
- 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 10%
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.