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Informatics customer Experience Specialist
St Paul, Minnesota  |  Onsite
Contract Position
It appears that you have already applied to this job.
Applied on October 18, 2021
Job Id #51005 Posted September 29, 2021


  • Rapid Diagnostics is part of Diagnostics family of businesses, bringing together exceptional teams of experts and industry leading technologies to support diagnostic testing which provides important information for treatment and management of diseases and other conditions.
  • The position of Informatics Customer 
  • Experience Specialist is within our Informatics/Operations Team. 
  • This role functions as the liaison, on behalf of the customer to cross-functional teams: Engineering development, Customer support, Sales, Marketing and Operations teams.
  • This job description will be reviewed periodically and is subject to change by management.


  • The Informatics Customer Experience Specialist is a subject matter expert (SME) for the customer interaction with the RALS Software Product.
  • Work with our customers to Provide the best RALS software product experience, driving product adoption and outcomes leading to new product purchases
  • renewals, expansion, and advocacy across the RALS product portfolio.
  • Understand the customer’s needs and provide resources and tools to educate the customer about the RALS product.
  • Represent the voice of the customer to provide input into every core product, marketing and sales process by maintaining knowledge of current laboratory and point of care testing regulatory requirement and best practices.
  • Designs, develops, maintains and updates web-based customer facing product experience material.
  • Support the Marketing team by conducting on-site RALS User Groups and Customer Symposiums.
  • Entirely responsible for managing the Monthly Customer Webinar series
  • Utilize CRM to document the completion of customer experience knowledge transfer sessions within the project and communicate effectively with other project stakeholders.
  • Act in a consultative role to provide the customer with tools for the most efficient use of RALS functionality and products.
  • Seasoned Professional who w 
  • Work closely with the engineering team to develop and maintain an extensive library of RALS customer product experience outlines 
  • Participates in customer support product experience complaints and inquiry escalations 
  • Perform other duties and projects as assigned.
  • Maintains training materials in concert with the release of new version and features to deliver corresponding training.
  • Participates in customer (internal and external) meetings and represents the organization in a highly professional manner.
  • Assists customer with the completion of hands-on training activities.
  • Maintains education curriculum and training records (documentation within Salesforce project records).
  • Maintains knowledge of industry standards for design of web-based training offerings.
  • Contributes to product development by submitting enhancement ideas, forwarding client feedback on the product.
  • Perform other duties and projects as assigned.


  • BA/BS Minimum
  • Ideally 6+ years of experience in Medical Laboratory Technologyy
  • Familiarity with Laboratory/Point-of-Care testing terminology and regulations
  • Ability to create structure in ambiguous situations and design effective processes.
  • Independently performs assignments with instruction limited to results expected. Determines and develops approach to solutions
  • Exceptional communication skills, highly organized, collaborative and detail oriented
  • Experience working with large enterprise customers


  • Language Skills
    • Exceptional oral, written and interpersonal communication skills; Must possess the ability to professionally represent Rapid Diagnostics Informatics’ organization to internal and external customers.
    • Public speaking and presentation skills
    • Reasoning Ability
  • Computer Skills
    • Microsoft Office with Strong PowerPoint skills. 
    • Articulate experience
    • preferred but not required  
  • Computer Skills
    • Microsoft Office with Strong PowerPoint skills. 
    • Articulate experience desiredpreferred but not required


  • A high level of accuracy and attention to detail is required
  • Exceptional communication and interpersonal skills
  • Flexible approach, able to operate effectively with uncertainty and change
  • Driven, self-motivated, enthusiastic and with a “can do” attitude Self-motivated; resourceful; organized; dependable; excellent communication skills; positive attitude; and a passion for quality and delivery excellence.
  • Critical thinking and the ability to troubleshoot problems

Horizontal is proud to be an Equal Opportunity and Affirmative Action Employer. We seek to provide employment opportunities to talented, qualified candidates regardless of race, color, sex/gender including gender identity and/or expression, national origin, religion, sexual orientation, disability, marital status, citizen status, veteran status, or any other protected classification under federal, state or local law.

In addition, Horizontal will provide reasonable accommodations for qualified individuals with disabilities. If you need to request a reasonable accommodation in order to complete the application or interview process, please contact

All applicants applying must be legally authorized to work in the country of employment.

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Horizontal is proud to be an Equal Employment Opportunity/Affirmative Action Employer providing a drug-free workplace.


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