Leadership Role Changes Reflect Expanded Concentration on Customer Success

Rich Duffy to Lead Engineering Team, Athena Nomikos Promoted to VP of Customer Success

Each member of the Core Informatics team is focused on driving the success of our customers. Every aspect of what we do takes the customer into account – from collaborating with customers to define a project, through implementing the solution that meets the customer’s needs, to supporting our customers as they grow and change over time.

Our commitment to our customers has led us to reimagine our team. Richard Duffy has moved from his role as Vice President of Customer Success to Vice President of Engineering, and Athena Nomikos is taking on the role of Vice President of Customer Success.

New Leadership on the Customer Success Team

Bringing customers to value (B2V) is at the heart of our mission. Previously, Athena had been focused on project implementations. Now, she will be involved in the process from implementation through production to continued customer success. Athena will continue to work with customers to understand their goals when they decide to work with Core, and now will remain involved with projects as they move into production to know if customers are achieving value based on their original visions. Athena and the Customer Success team will be focused on our customers’ journey to value with Core’s platform.

Bringing the Customer Voice to the Forefront of Engineering Efforts

Rich Duffy joined Core Informatics almost three years ago to build Core’s Customer Success organization. Over that period, the group grew from a scant (but highly productive!) three people to a team of over 50.

At the same time, Core’s product development team was also growing rapidly – adding engineers, testers, user experience (UX) specialists and more. The Engineering organization is made up of talented individuals (full stack, devops, UX, UI, Performance, etc.). In order to grow with our customers and continue to provide innovative solutions, we have designed an organization that can scale to meet the needs of customers.

We have one team, with three groups that have very specific roles.

  • ThePlatform Architecture team is focused on evolving Core’s Platform for Science to support market needs. The team evaluates and introduces innovative technology solutions that serve as the basis for our platform. For example, the use of microservices to support scaling the functionality and performance of the platform.
  • The Product Engineering team is responsible for enhancing Core’s products (LIMS, ELN, SDMS, and Collaboration) to meet growing customer needs. This team is focused on areas including new features, product delivery, performance, and security.
  • The Customer Engineering team is tasked with swiftly delivering solutions to meet customer requests. This team supports our Professional Services and Support teams; addressing the more immediate needs of our customers.

The engineering organization will continue to evolve. We will continue to look for new innovative ways to provide the products and solutions that are customers need to do their innovative work. The three teams make up a single group that is focused on ensuring that the delivered product provides value to our customers. We pride ourselves on our agility and collaboration. The teams adapt to respond to ever changing customer needs.  We work closely with all areas of Core Informatics to ensure that complete solutions are provided to our customers.

Bringing It Home – There’s No Success Without Customer Success

The goal of our customer-focused approach to the product, implementation, and support of your lab informatics needs is to provide increasing value over time to you and your organization. We are always looking for feedback from customers and partners to find out what we’re doing well and how we can improve. We hope to see you at our Launch2016 UGM in person to hear from you directly!