Customer Success Specialist

Exact Sciences

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Role Description

The Customer Success Specialist (CSS) provides a vital link between Exact Sciences customers, the Sales team and other key support and commercial teams within Exact Sciences. The CSS is responsible for maintaining a high standard of service with their respective customer group and will work closely with the sales team to support customer activities which complement sales objectives. This is a remote or onsite position, with travel required.

  • Provide timely troubleshooting assistance to customers, sales representatives, and strategic accounts.
  • Resolve inquiries regarding all aspects of Exact Science products, such as specimen procurement, order processing, clinical information and results delivery.
  • Track key metrics using reports and/or dashboards on a regular basis to provide expedited issue resolution.
  • Align with and support the sales team in executing sales strategies and meeting sales objectives.
  • Identify and triage new relationship opportunities to the sales team.
  • Identify and triage customer experience enhancement opportunities to the appropriate internal teams.
  • Represent Customer Success interests through routine participation in sales meetings.
  • Document customer interactions and maintain customer information integrity within the CRM system.
  • Support implementation and operationalization of new Customer Care processes.
  • Assist with effective communications across intra-department teams, with a primary focus on patients, customers, and sales team advocacy.
  • Strong analytical and multitasking skills demonstrated daily within a fast paced, time sensitive environment.
  • Superb follow-through skills and relationship management.
  • Conflict resolution oriented and highly effective at overcoming obstacles.
  • Maturity and good judgment to understand when to exercise initiative and handle queries directly, and when to escalate queries to higher authority.
  • Ability to work in a team environment and adapt to changing workload and circumstances effectively; able to respond to new information quickly.
  • Flexibility with respect to working hours as some shifts will require early morning arrivals to late evening departures to service national customer base.
  • Ability to work designated schedule.
  • Ability to work nights and/or weekends.
  • Ability to work overtime as needed.
  • Ability to lift up to 25 pounds for approximately 5% of a typical working day.
  • Ability to work seated for approximately 90% of a typical working day.
  • Ability to work standing for approximately 10% of a typical working day.
  • Ability to work on a mobile device, tablet, or in front of a computer screen and/or perform typing for approximately 95% of a typical working day.
  • 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.
  • Regular and reliable attendance.

Qualifications

  • High school diploma or GED.
  • 4+ years of customer service experience in an inbound/outbound contact center or field related to the essential duties.
  • 1+ years of sales or sales support experience.
  • Proficient in Microsoft Office to include Excel macros and pivot tables and Word.
  • Authorization to work in the United States without sponsorship.
  • Demonstrated ability to perform the Essential Duties of the position with or without accommodation.

Preferred Qualifications

  • Bachelor’s degree preferred.
  • Previous sales support experience preferred.
  • 3+ years of customer service experience in healthcare or clinical reference laboratory preferred.
  • Significant knowledge of MS Office Suite and customer service systems such as SFDC, Epic, Five9, EpicCare Link, Tableau.

Requirements

Ability to travel 10% of working time away from work location, may include overnight/weekend travel.

Benefits

  • Paid time off (including days for vacation, holidays, volunteering, and personal time).
  • Paid leave for parents and caregivers.
  • Retirement savings plan.
  • Wellness support.
  • Health benefits including medical, prescription drug, dental, and vision coverage.

To apply for this job please visit remotive.com.

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