Implementation Specialist

mydnainc; Houston (TX); Hybrid; USD 110,000 - 160,000; Full time

Benefits offered by this job

Medical & Health Savings

Dental & Vision coverage

401(k) Matching

Diverse PTO framework

Disability & Family Leave

Job summary

Gene by Gene is seeking an experienced Implementation Specialist to lead our B2B customer support function and own the complete technical lifecycle of client accounts. This hybrid role spans pre-sales scoping through system integration and ongoing platform upgrades, bridging commercial promises with operational execution.

You will oversee onboarding, portal setups, and mid-lifecycle switchovers, collaborating with Data Engineering, Lab, Commercial, and 3PL teams to keep go-live on schedule.

Qualifications

• 4+ years of experience in technical sales engineering, solutions architecture, or technical project management.
• Experience in reference laboratories, biotech, or SaaS environment is preferred.
• Bachelor’s degree in a technical discipline.
• Ability to translate complex technical specs for non-technical stakeholders.

Responsibilities

• Design end-to-end workflows across 3PL, lab processing, and delivery.
• Lead pre-sales technical scoping with Commercial and Outside Sales.
• Direct client onboarding including portal setup and API integration.
• Manage mid-lifecycle changes such as product switchovers and upgrades.
• Coordinate with Data Engineering, Lab, Commercial, and 3PL to meet go-live schedules.

Skills

CRM proficiency

API integrations

Technical data workflows

Project management

Cross-functional leadership

Effective communication

Education

Bachelor’s degree in Project Management, Business Administration, Systems Engineering, Computer Science, Life Sciences, or related technical discipline

Tools

CRM systems

API platforms

Data tooling

Job description

Our Purpose

Our mission is to build a healthier and more connected world with precision health and genealogy services. We empower individuals with actionable insights into their genetic makeup, fostering a deeper understanding of their ancestry, health, and wellness. By integrating the experience of Gene by Gene Laboratory Services, FamilyTreeDNA genealogy, and myDNA reporting services, we strive to deliver cutting‑edge genetic testing and personalized solutions that inspire informed decisions and enhance quality of life. Our team is dedicated to advancing the field of genomics through innovation, research, and a commitment to excellence.

Our Values

All employees are expected to demonstrate our values of Innovate, One Team, and Integrity when carrying out the accountabilities and responsibilities of their role. This is how we show up every day for ourselves, our colleagues and our customers and strategic partners to deliver our vision and strategic goals.

Position Overview

We are seeking an experienced and customer-obsessed Implementation Specialist to lead our B2B customer support function. The Implementation Specialists owns the complete technical lifecycle of client accounts—from initial pre‑sales operational scoping through system integration and ongoing platform upgrades. Situated within Technical Operations, this role serves as the essential bridge between commercial promises and operational execution. They ensure all proposed client workflows are technically feasible across 3PL, laboratory, and delivery logistics, while directly leading external onboarding, portal setups, and mid‑lifecycle system switchovers. This hybrid role requires strong leadership, organization, communication, and problem‑solving skills, along with a deep understanding of service delivery in a scientific or laboratory services environment. This will be a hybrid role with a work schedule of Monday through Friday, 9:00 AM – 5:00 PM.

Accountabilities and Responsibilities

Workflow Architecture

• Design, map, and validate end-to-end operational and technical workflows spanning 3PL setup, laboratory processing, and delivery+ prior to contract execution.

Pre‑Sales Technical Scoping

• Collaborate with the Commercial team and Outside Sales to vet technical requirements, API capabilities, and operational boundaries for prospective deals.

External Client Onboarding

• Direct the client-side onboarding process, including user interface training, portal setup, and API integration steps.

Technical Project Management

• Serve as primary project lead for mid‑lifecycle account changes, including product switchovers, system upgrades, and custom technology enhancements.

Cross‑Functional Alignment

• Coordinate directly with Data Engineering, Lab, Commercial, and 3PL departments to maintain go‑live schedules and technical performance.

Position Requirements

• Proven familiarity with web portal configurations, CRMs, API integrations, and technical data workflows.
• Knowledge of 3PL, laboratory operations, API integrations, and delivery workflows.
• Strong project management skills with a track record of driving cross‑departmental teams (Data Engineering, Lab, Operations) to meet strict project deadlines.
• Exceptional ability to translate complex technical specifications into clear, actionable steps for non‑technical stakeholders and client teams.
• Proven familiarity with web portal configurations, CRMs, API integrations, and technical data workflows.
• Knowledge of 3PL, laboratory operations, API integrations, and delivery workflows.
• Strong project management skills with a track record of driving cross‑departmental teams (Data Engineering, Lab, Operations) to meet strict project deadlines.
• Exceptional ability to translate complex technical specifications into clear, actionable steps for non‑technical stakeholders and client teams.

Education

• Experience: 4+ years of experience in technical sales engineering, solutions architecture, or technical project management, ideally within a reference laboratory, biotech, or SaaS environment.

Education

• Bachelor’s degree in Project Management, Business Administration, Systems Engineering, Computer Science, Life Sciences, or a related technical discipline.

Why Join Us

At Gene by Gene, you’ll join a mission‑driven team advancing the science of genetics and discovery. You’ll have the opportunity to shape meaningful campaigns, tell compelling brand stories, and collaborate with talented professionals who share your passion for creativity, curiosity, and impact.

Comprehensive Benefits

• Medical & Health Savings: Choice of 3 medical tiers generously sponsored by the company, with a monthly $50–$100 employer HSA contribution based on plan type and dependent level.
• 100% Covered Dental & Vision: No premium costs for employees or dependents.
• 401(k) Matching: Generous 50% company match up to 6% of annual base salary.
• Diverse PTO Framework:Structured time off incorporating vacation, sick leave, mental health days, personal days, company holidays, and a flexible floating holiday.
• Income Protection & Family Leave: Full company sponsorship of Short-Term and Long‑Term Disability (STD/LTD) alongside Paid Family Leave offerings.