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Exact Sciences · 5 hours ago

Customer Success Manager

Madison, WI

Full-time

Hybrid

Mid, Senior Level

$57K/yr - $102K/yr

4+ years exp

Exact Sciences is helping change how the world prevents, detects and guides treatment for cancer. The Customer Success Manager is responsible for providing account management services and support to targeted customers, developing collaborative long-term relationships while optimizing the customer experience.

BiotechnologyHealth DiagnosticsManufacturingMedical

No H1B

Responsibilities

Exclusive to the Screening Business Unit, dedicated point of contact for health system inquiries and escalations, including identification and prioritization of workflow issues and workflow improvements

Committed to the engagement, retention, and growth of the customer base

Coordination with the sales community to align on targeted business objectives and lead sales and strategic initiatives

Convene, coordinate, and facilitate the collaboration of cross functional teams to develop, refine, and implement plans and solutions related to strategic program or process improvement initiatives

Develop and implement ordering protocols and product adoption programs, partnering with these customers to meet institution-based objectives such as patient care standards

Partner with internal teams to implement and deliver on customer experience enhancement solutions, including EMR integration

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

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

Strive to remain current on integrated delivery network (IDN) knowledge, disease states, competition, and outside influences that impact our business and help identify emerging opportunities

Willingness to step outside functional boundaries to understand and influence variables that impact the customer experience

Passionate about providing world-class service standard and align with the mission and values of Exact Sciences

Influence, guide, and support peers in achieving their individual goals

Apply in-depth understanding of clinical data and ability to convey sales and marketing messages

Ability to apply strong critical thinking and analytical skills

Ability to be effective with time management, prioritization skills, and change management

Ability to apply excellent communication skills, both written and verbal

Ability to apply interpersonal and networking skills to drive successful relationship building

Ability to effectively manage multiple projects simultaneously in a dynamic, deadline-driven environment

Uphold company mission and values through accountability, innovation, integrity, quality, and teamwork

Support and comply with the company’s Quality Management System policies and procedures

Maintain regular and reliable attendance

Ability to act with an inclusion mindset and model these behaviors for the organization

Ability to work on a mobile device, tablet, or in front of a computer screen and/or perform typing for approximately 90% of a typical working day

Ability to lift up to 10 pounds for approximately 5% of a typical working day

Ability to travel up to 20% of working time away from work location, may include overnight/weekend travel

Qualification

Customer relationship managementData analysisProject managementMicrosoft ExcelMicrosoft PowerPointCustomer serviceCommunication skillsInterpersonal skillsTime managementCritical thinking

Required

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

Applicants must be currently authorized to work in country where work will be performed on a full or part-time basis. We are unable to sponsor or take over sponsorship of employment visas at this time