Customer Success Manager

• For the Screening Business Unit, serve as a dedicated point of contact for health system inquiries and escalations, including identification and prioritization of workflow issues and improvements. 

• Drive customer engagement, retention, and growth in coordination with the sales community and targeted business objectives. 

• Convene, coordinate, and facilitate cross-functional teams to develop, refine, and implement solutions for strategic programs and process-improvement initiatives. 

• Develop and implement ordering protocols and product-adoption programs with customers to support institution-based objectives, including patient care standards. 

• Partner with internal teams to implement customer-experience enhancement solutions, including EMR integration. 

• Analyze account data and metrics to monitor the health of targeted accounts and respond to changing clinical and operational issues and challenges. 

• Collect, categorize, and prioritize feedback from internal and external customers. 

• Maintain current knowledge of integrated delivery networks (IDNs), disease states, competition, and outside influences that impact the business and help identify emerging opportunities. 

• Step outside functional boundaries as needed to understand and influence variables that impact the customer experience. 

• Provide world-class service and uphold company mission and values through accountability, innovation, integrity, quality, teamwork, and an inclusion mindset. 

• Influence, guide, and support peers in achieving individual goals while communicating clinical data and sales and marketing messages effectively. 

• Support and comply with the company’s Quality Management System policies and procedures, and maintain regular and reliable attendance. 

• Bachelor’s Degree in Life Sciences, Business Administration, Marketing or field as outlined in the essential duties; or High School Diploma or General Education Degree (GED) and 4 years of relevant experience in lieu of Bachelor’s Degree. 

• 4+ years of experience in customer service in a medical, healthcare or biotech field. 

• 2+ years of experience with customer relationship management systems. 

• Demonstrated ability to present ideas/data to internal and external customers in a way that produces understanding and impact. 

• Proficient with Microsoft Excel; ability to manipulate and summarize data, create pivot tables, and various charts. 

• Proficient with Microsoft PowerPoint; ability to create concise, clear presentations. 

• Demonstrated ability to work in a fast-paced, high-energy environment. 

• Demonstrated ability to perform the Essential Duties of the position with or without accommodation. 

• Authorization to work in the United States without sponsorship. 

• 2+ years of experience in a project management role in a medical, healthcare, or technology field where organization and planning skills are essential. 

• 5+ years of customer service experience in a medical, healthcare, or biotech field. 

• Experience in hospital and health system operations and data needs. 

• Experience in process documentation and improvement initiatives. 

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