RWD Customer Success Analyst

Description

About The Position 

Who We Are 

OMNY is a real-world data exchange platform that enables health systems and specialty networks to share their de-identified data sets with external parties at scale. The company’s vision is to help sustain the healthcare ecosystem through a data driven business model, while unlocking incredible innovation in the life sciences industry with real world data from health systems. The OMNY platform ensures control, security, and data governance for both data sellers and data buyers. We are eager to bring on professionals who are prepared to innovate and redefine the standards of data sharing and utilization. Join us if you are ready to take on significant challenges and contribute to our continuous success! 

What We're Looking For 

We are seeking a highly motivated and analytical Real World Data Customer Success Analyst to join our dynamic Customer Success team. This role will be instrumental in ensuring our clients receive exceptional support and guidance related to our RWD products and services, in addition to providing dedicated pre-sales support to our growing Business Development team and network of partner organizations. You will leverage your technical expertise real world healthcare data and skills in SQL and other programming languages or analytical tools to investigate data inquires, provide insightful solutions, and contribute to the overall success of our client relationships.  

The Real-World Data Customer Success Analyst will serve as a key internal point of contact providing technical support and guidance related to our EHR and administrative claims-based healthcare data to support pre-sales activities. This role requires a strong understanding of healthcare data (e.g., electronic health record (EHR) data, open and/or closed administrative claims data), excellent analytical skills, and the ability to communicate complex information clearly and effectively. Analytic activities will include investigating client questions, coordinating with the Product team to report issues and be able to convey upcoming changes that may impact clients, and supporting pre-sales activities that require defining and executing queries in a SQL-centric environment. You will collaborate with internal teams to ensure seamless data delivery and contribute to continuous improvement of our data products and support processes. You will be a real-world healthcare data and technology subject matter expert and key conduit between internal OMNY teams and our life sciences and research partner customers. Your day-to-day includes:  

• Generating tables and other materials to support the pre-sales process, including defining and profiling cohorts of interest and serving as an internal SME for OMNY products.    
• Supporting internal stakeholders and clients (primarily by email) by serving as the ‘technical channel’ to the data by understanding their questions and desired outcomes, developing and executing queries on the data, and guiding the review and interpretation of the results.  
• Participating in post-sale training and office hours sessions to impart your expertise and recommendations on the effective use of OMNY Health’s data, customized to meet the needs and objectives of clients 
• Contributing to internal documentation about the status of customer deliverables, customer questions and resolution provided, and use cases. 
• Working closely with OMNY product, engineering, data science, and sales and marketing teams to align on technical requirements, timing, and other key components of OMNY engagements. 

Key Responsibilities:  

Customer Support 

• Assist the Customer Success team in managing day-to-day interactions with life sciences and other research customers who utilize OMNY data and software solutions, ensuring timely and effective communication. 
• Respond to customer inquiries and provide solutions to operational issues, escalating to appropriate internal team members as needed to ensure a seamless customer experience. Requires the ability to use SQL to directly query data and investigate client questions. After initial investigation, responsibilities include triaging technical support with OMNY colleagues within operations, product, management, technology, data science/research, and legal to address customer questions and reduce barriers to successful use of OMNY products. 
• Maintain up-to-date knowledge of OMNY Health’s products, services, and solutions to effectively assist clients. 

Data Research and Analysis to Support Customer Success:  

• Conduct in-depth research and analysis of EHR and administrative claims data using predominately SQL and other relevant analytical tools to investigate client inquiries and data quality issues. 
• Develop and execute queries to extract, manipulate, and analyze large datasets to identify patterns, anomalies, and potential data issues. 
• Coordinate internally across OMNY stakeholders to report issues and transition findings to support longer-term product development.  
• Create and maintain documentation of data analysis findings and methodologies. 

Account Coordination 

• Support onboarding activities by ensuring customers receive necessary resources and guidance during the initial setup phase. 
• Monitor customer account activities and usage to identify trends or opportunities for engagement and improvement. 
• Data and Documentation Management 
• Maintain accurate records of customer interactions, issues, and resolutions in CRM tools and other tracking systems. 
• Help organize and track customer feedback to contribute to continuous improvement initiatives. 
• Sales support 
• Support OMNY revenue growth by partnering with sales as a subject matter expert in OMNY Health products specifically, and healthcare data more broadly. Execute analytic queries to fulfill pre-sales needs. 
• Participate in sales discussions and data evaluations to demonstrate the capabilities OMNY Health data, platforms, or provider research networks. 
• Support proposal writing efforts. 
• Coordinate with the sales team on pursuing upsell and account expansion opportunities, as well as renewal and customer retention results. 

 Role Location   

• Hybrid (Atlanta, GA) or remote work environment, with occasional travel to customer or company meetings as needed. 
• Flexible schedule required to accommodate customer needs and time zones (mostly US East Coast) as required. 

Requirements

Education and Experience 

• Bachelor's degree in a relevant field (e.g., Biostatistics, Epidemiology, Computer Science, Health Informatics, or related field). Master’s degree or Post Graduate Certificate in a related field (e.g., Life Sciences, Healthcare, Public Health, Social Sciences, Business, or a related discipline) is a plus. 
• 2+ years of experience in a research analyst, RWD business analyst, customer support, or a related role, ideally for using real world healthcare data products. 

Skills and Competencies 

• Strong proficiency in SQL for querying and manipulating large datasets.  
• In depth experience with and knowledge of various types of healthcare data assets (EHR, administrative claims, etc.) and related analytic applications (e.g., commercial analytics, real-world evidence/HEOR). Understanding of the data and information needs of life sciences companies. 
• Detail oriented with strong organizational skills, with a demonstrated ability to manage multiple tasks and priorities that necessitate a combination of analytic and project management skillsets. 
• Excellent written and verbal communication skills, with the ability to interact professionally with clients and internal teams. 
• Proven ability to thrive in a very fast paced environment; a demonstrated ability to manage and execute with a strong bias for action and effectively prioritizing/meeting aggressive deadlines. 
• High degree of professional ethics, with a focus on doing what's right for the customer and the business, with purpose and contagious enthusiasm.  
• Ability to work in a dedicated remote setting that prioritizes adherence to compliance with healthcare data security requirements and handling of confidential client information.  

Other Preferred Qualifications: 

• Familiarity with cloud-based data platforms (e.g., GCP, AWS, Azure). 
• Experience with data visualization or other programming languages like Python or R. 

What We Offer

• Competitive salary and benefits package, commensurate with experience. 

Is This Role Not an Exact Fit?   

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