Customer Success Specialist

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.