Associate Customer Success Manager, Screening

Exact Sciences • Madison, WI

6d • $48,000 - $85,000 • Onsite

About The Position

The Associate Customer Success Manager (ACSM) supports core Customer Success activities by assisting with daily tasks that contribute to a positive customer experience. This role actively engages with internal and external groups to offer the highest level of customer service and develop collaborative long-term relationships. The ACSM follows established processes and contributes to continuous improvement efforts by identifying opportunities to enhance efficiency and optimize the customer experience. The ACSM works closely with cross-functional teams including Sales, Strategic Accounts, Customer Success Managers, Client Support and Implementation Services, Market Access, Commercial Operations and Revenue Cycle to help monitor and maintain a consistent customer experience. Success in this role requires strong customer service skills, effective communication, reliability, and the ability to work both independently on assigned tasks and collaboratively as a member of the Exact Sciences team.

Requirements

• 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.
• 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.

Nice To Haves

• 4+ years of experience in customer service in a medical, healthcare or biotech field
• 2+ years of experience in project management role in a medical, healthcare, or tech field where organization and planning skills are essential.
• Experience in hospital and health system operations and data needs.
• Experience in process documentation and improvement initiatives.

Responsibilities

• Support efforts to engage, retain, and grow the customer base by completing assigned tasks and following established processes.
• Coordinate with the sales community and CSM by completing assigned alignment tasks that support targeted business objectives and strategic initiatives.
• Assists in convening and coordinating cross-functional teams by preparing materials, scheduling meetings, and supporting the implementation of plans and process improvement activities.
• Partner with internal teams by providing task-level support that helps enable business strategy and maintain consistency in execution.
• Analyze account data by gathering information, performing routine data review, and escalating identified issues or trends to appropriate team members.
• Strive to remain current on integrated delivery network (IDN) knowledge, disease states, competition, and outside influences by completing assigned research and sharing relevant findings with the team.
• Demonstrate willingness to support activities outside functional boundaries to help understand and influence variables that impact the customer experience.
• Demonstrate passion for providing a world-class service standard by consistently aligning work with the mission and values of Exact Sciences.
• 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.
• 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 travel up to 15% 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
• a retirement savings plan
• wellness support
• health benefits including medical, prescription drug, dental, and vision coverage

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree