Customer Support

• Develop the product strategy & lifecycle roadmap for Freenome’s order-to-cash solutions
• Conduct thorough market research to identify trends, opportunities, and challenges within the order-to-cash domain
• Leverage insights to inform product strategy and to identify new product opportunities
• Ideate and prioritize product features that would support clinicians and patients throughout the lifecycle of the Freenome testing process
• Create product roadmaps for prioritized products and features
• Define the user needs for Freenome’s order-to-cash solutions
• Engage closely with users, including internal and external customers, to gather feedback, understand their evolving needs, and advocate for their interests within the product development process
• Build strong relationships with key stakeholders to ensure product solutions are well-received and effectively solve user pain points
• Collaborate with cross-functional teams
• Work closely with technical product management, engineering, IT, billing, and commercial teams to ensure seamless product development, launch, and adoption
• Facilitate communication across teams to ensure alignment on product goals, timelines, and outcomes
• Develop and monitor performance metrics
• Define and monitor key performance indicators (KPIs) for order-to-cash, including customer satisfaction, customer use, and operational efficiency
• Collaborate with technical product management, engineering, and IT to ensure KPIs are captured and tracked
• Use these metrics to guide strategic decisions and product development

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