MyOme

Onboarding Specialist

• Collaborate with Sales to understand each customer’s goals, scope, and success criteria before onboarding begins
• Welcome and activate new accounts post-sale, leading training and onboarding sessions
• Document key expectations and milestones in CRM
• Monitor onboarding progress, track milestones, provide feedback to Sales on friction points or recurring onboarding trends, and proactively resolve blockers
• Ensure CRM and internal systems reflect accurate onboarding status and notes
• Align with Customer Success to determine tier level and support pathway
• Escalate enterprise accounts to Customer Success once onboarding milestones are met
• Provide clean, comprehensive handoffs to the assigned CSM, including training completion, launch readiness, and engagement notes
• Identify proactive opportunities to streamline onboarding processes, training materials, and activation playbooks
• Contribute and track onboarding metrics and provide feedback loops to the Director of Customer Success
• Maintain documentation and FAQs in the internal knowledge base

Customer Onboarding Specialist

• Collaborate with Sales to understand each customer’s goals, scope, and success criteria before onboarding begins.
• Welcome and activate new accounts post-sale, leading training and onboarding sessions.
• Document key expectations and milestones in CRM.
• Monitor onboarding progress, track milestones, provide feedback to Sales on friction points or recurring onboarding trends, and proactively resolve blockers.
• Ensure CRM and internal systems reflect accurate onboarding status and notes.
• Align with Customer Success to determine tier level and support pathway.
• Escalate enterprise accounts to Customer Success once onboarding milestones are met.
• Provide clean, comprehensive handoffs to the assigned CSM, including training completion, launch readiness, and engagement notes.
• Identify proactive opportunities to streamline onboarding processes, training materials, and activation playbooks.
• Contribute and track onboarding metrics and provide feedback loops to the Director of Customer Success.
• Maintain documentation and FAQs in the internal knowledge base.

Customer Success Manager

• Develop and manage strategic customer relationships, acting as a trusted advisor and advocate for enterprise accounts
• Lead onboarding process for new accounts and new clinicians within existing accounts, ensuring smooth integration with MyOme's services in partnership with Sales Account Executives
• Proactively identify and address customer needs to drive satisfaction and long-term engagement; support MyOme’s retention strategy and Voice of the Customer (VoC) program
• Collaborate with Sales, Marketing, Product & Clinical teams to develop and deliver strategic programs that maximize customer value and drive growth
• Champion for value: communicate value to clients using data to tell meaningful, actionable stories that result in expansion and retention opportunities
• Leverage data and customer feedback to identify opportunities for improvement, optimizing processes and programs
• Foster a winning culture by contributing to best practices, workflows, and success metrics for the CSM function
• Report directly to the Director of Customer Success
• Occasional travel to support enterprise onboarding and company meetings

Enterprise Customer Success Manager

Customer Support

• Serve as MyOme's front-line point of contact, fostering relationships with providers and delivering world-class service to patients.
• Own the entire support journey, driving down customer effort by proactively addressing potential issues and simplifying processes.
• Reduce friction points by expertly supporting customers throughout the entire order-to-report process.
• Build the infrastructure to effectively triage Tier 1 support inquiries, ensuring seamless and efficient resolution rather than multiple handoffs.
• Implement AI-powered tools and agents to enable self-service and enhance support capabilities, empowering customers to find answers quickly.
• Own and drive relationships with outsourced partners, ensuring they meet MyOme's high standards for service and quality.
• Become an expert on all MyOme products, processes, and policies to accurately respond to customer inquiries via phone and email.
• Collaborate with internal teams—including Customer Success, Sales, Clinical Operations, Clinical Affairs, and Billing—to develop and refine standard operating procedures (SOPs) that optimize efficiency and service excellence.

Customer Support Lead

Marketing

• Lead strategy and execution for MyOme’s marketing in the genomics and precision health space Develop and oversee creation of scientifically accurate, audience-appropriate content: white papers, provider FAQs, blogs, webinars, and case studies Collaborate with medical, product, and scientific teams Translate complex genomic and clinical concepts into clear, engaging messaging for multiple audiences Lead digital campaigns across website, email, SEO/SEM, paid social, and LinkedIn Monitor analytics, measure campaign performance, and optimize for ROI and lead generation Mentor junior marketing staff Coordinate with external agencies or vendors Cross-functional partner with sales, product, design, and medical teams Drive innovation in digital strategy and scientific storytelling

Senior Marketing Manager

Frontend Engineer

• Independently implement new functionality in our patient and provider portals
• Provide feedback and support to the Frontend Lead both technically and in User Experience
• Build intuitive interfaces with and without designs
• Work with the API team to develop new APIs
• Mentor backend team members who touch the frontend
• Contribute to agile development processes including sprint planning, retrospectives, and continuous improvement
• Balance quick wins with long-term technical sustainability

Customer Onboarding Specialist

Onboarding Specialist

Enterprise Customer Success Manager

Customer Support Lead

Senior Marketing Manager

Senior Frontend Engineer