Manager, Oncology Customer Success

POSITION SUMMARY

The Manager, Customer Success leads Customer Success Managers of our Oncology CSMs. This position is responsible for developing goals in a scalable way to accommodate new and ongoing Customer Success. This role primarily functions to oversee a team that onboards accounts, reduces friction from accounts having issues, and identifying new opportunities to generate revenue.

• Oversee day-to-day operations of the Customer Success Managers. May also require maintaining their own region for Customer Success in times of coverage.
• Partner with various sales partners to ensure CSMs have a key alignment with sales.
• Develop the team as a distinct entity from the other CSM departments in order to align with business goals.
• Act as the internal champion of the customer experience, bringing visibility to customer feedback and aligning the cross-functional efforts needed to improve the customer journey.
• Act as the point person for any client complaint or escalation and see through resolution.
• Beat and exceed expectations set for key business metrics including csat, net promoter score, missing information rate, average selling price, and customer retention.
• Assist in team deployment of quarterly initiatives and new policies & procedures.
• Use good judgment in communication regarding department and/or employee concerns.
• This role works with PHI on a regular basis both in paper and electronic form and have an access to various technologies to access PHI (paper and electronic) in order to perform the job.
• Employee must complete training relating to HIPAA/PHI privacy, General Policies and Procedure Compliance training and security training as soon as possible but not later than the first 30 days of hire.
• Must maintain a current status on Natera training requirements.
• Employee must pass post offer criminal background check.

QUALIFICATIONS

• Bachelor’s degree or equivalent.
• Minimum of 5 years of sales or support experience, of which 2+ years experience is in a customer success or client retention role.

KNOWLEDGE, SKILLS, AND ABILITIES

• Proven track record of success in achieving and exceeding customer success goals.
• Exceptionally bright, flexible, self-motivated, and results oriented with strong interpersonal and analytical skills.
• Ability to think strategically as well as execute tactically.
• Have a strong desire to work in a fast paced environment and must work independently with an internal drive to be successful.
• Ability to lead and rally peers.
• Strong team player with desire to celebrate all wins across the organization.
• Excellent organizational and communication skills (written and verbal) with demonstrated ability to effectively present to both internal and external customers.
• Effective time management skills required with a demonstrated ability to assess and prioritize.
• Proficient in Microsoft PowerPoint and Excel; Gmail; Salesforce.com.

PHYSICAL DEMANDS & WORK ENVIRONMENT

• This position requires the ability to use a computer keyboard, communicate over the telephone and read printed material.
• Duties may require working outside normal working hours (evenings and weekends) at times.
• This is a full-time position that requires 0-20% travel.