Customer Success Representative

We are seeking a customer relations expert who will be responsible for connecting with customers, resolving order-related issues, and providing ongoing support to ensure a seamless customer experience with Tempus. This role requires building deep relationships with customers, driving customer retention, and delivering exceptional customer service. The successful candidate will serve as a critical touchpoint between Tempus and our provider and care team customers, conducting strategic outreach to educate customers on Tempus products and services, and ensuring they have the necessary information and supplies for ordering tests and interpreting results.

• Serve as a critical touchpoint between Tempus and our provider and care team customers through phone and email communications
• Manage a high volume of client-facing interactions and establish strong rapport with customers
• Conduct strategic outreach to educate customers on Tempus products, services, and processes
• Ensure customers have the necessary supplies and information to successfully order tests and interpret results
• Obtain missing information from customers to expedite processing of Tempus tests
• Follow up with customers to gather information on patient progress and outcomes
• Triage and resolve order issues, both on a one-off basis and by identifying repeated trends
• Document all communication and maintain a client information database
• Use proactive problem-solving skills to offer solutions to customers of varied complexity
• Follow team SOPs and document or escalate any deviations
• Collaborate with the Customer Success team and cross-functional teams to meet/exceed customer retention and turnaround time goals
• Maintain frequent contact with sales and other externally facing teams to align customer engagement efforts
• Provide relevant updates to internal teams in CS and Sales.

• Customer relations expertise
• Ability to connect with customers by phone and email
• Resolve order related issues
• Obtain business critical information from care teams
• Provide ongoing service/support to ensure seamless customer experience
• Deliver exceptional customer experience
• Build deep relationships with customers
• Drive customer retention and re-order rate
• Successfully manage high volume of client-facing interactions
• Establish strong, sustainable rapport with customers
• Conduct strategic outreach to educate customers on Tempus products, services, and processes
• Ensure customers have necessary supplies and information to order tests and interpret results
• Expedite processing by obtaining missing information quickly
• Follow-up with customers to obtain information on patient progress and outcomes
• Triage order issues and identify repeated trends
• Document all communication and maintain client information in SFDC
• Use proactive problem-solving skills to offer solutions to customers
• Follow team SOP's and document/escalate any deviations
• Work cross-functionally to meet/exceed customer retention and turnaround time goals
• Maintain frequent contact with sales and other externally facing teams
• Provide relevant updates to internal teams in CS, Sales

• Competitive salary and benefits package
• Opportunity to work in a customer-facing role
• Ability to work with a diverse range of customers in the healthcare or life sciences industry
• Opportunity for professional growth and development
• Access to common customer support systems and internal communication tools
• Equal opportunity employer with a commitment to diversity and inclusion