Sr. Informatics Customer Success Specialist

What if the work you did every day could impact the lives of people you know? Or all of humanity?At Illumina, we are expanding access to genomic technology to realize health equity for billions of people around the world. Our efforts enable life-changing discoveries that are transforming human health through the early detection and diagnosis of diseases and new treatment options for patients.Working at Illumina means being part of something bigger than yourself. Every person, in every role, has the opportunity to make a difference. Surrounded by extraordinary people, inspiring leaders, and world changing projects, you will do more and become more than you ever thought possible.

Position Summary

In addition to the roles and responsibilities of a Customer Care Informatics Specialist II, as aSenior Customer Care Informatics Specialist,you willbe viewed as the“go-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 expertofIllumina’s software portfolio andsystems.

Responsibilities

Work cross-functionallyto solveunique workflows based oncustomer needs.

Support product commercialization activities for new software products,processes,and 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

+2year’sexperienceinMicrosoft Office and CRM and/or ERP systems (SAP, SFDC), E-commerce systems, MS Dynamics,and 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

Bachelor’s 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.