Lead Customer Success Representative

Tempus AI•Chicago, IL

5d•Remote

About The Position

Passionate about precision medicine and advancing the healthcare industry? Recent advancements in underlying technology have finally made it possible for AI to impact clinical care in a meaningful way. Tempus' proprietary platform connects an entire ecosystem of real-world evidence to deliver real-time, actionable insights to physicians, providing critical information about the right treatments for the right patients, at the right time. At Tempus, we are committed to fostering a customer service culture rooted in servant-based leadership. Our team is dedicated to helping each other, advocating for our patients, and driving towards excellence in all that we do. We believe in putting the needs of our customers and patients first, ensuring that every interaction is handled with empathy, professionalism, and a genuine desire to make a positive impact. By working collaboratively and supporting one another, we strive to create an environment where everyone can thrive and deliver the highest quality of service.

Requirements

4-year college degree preferred, preferably in Biological Sciences or a similar discipline.
At least two years of experience in a Customer Success role at Tempus, with a proven track record of meeting and exceeding KPIs.
Exceptional customer service skills and strong interpersonal skills.
Exceptional written and oral communication skills, with a high level of professionalism and enthusiasm.
Ability to think fast, find answers, and respond quickly to customer issues, all with a polite, empathic, and professional voice and manner.
Ability to understand and communicate scientific and/or technical information.
Highly organized and systematic, with superb attention to detail and the ability to complete tasks with a high degree of accuracy.
Show initiative and ability to work as part of a high-level team while working independently on mission-critical tasks.
Proven ability to learn new skills quickly and adapt to new processes smoothly.
Ability to work well under pressure and maintain a professional and positive demeanor.
Adaptable to changing procedures, policies, and work environment.
General office equipment and software knowledge and computer proficiency.

Nice To Haves

Bilingual skills are a huge plus.

Responsibilities

Serve as a critical touchpoint between Tempus and our provider, care team, and pathology customers while demonstrating a positive and professional image through phone and email communications.
Successfully manage a high volume of client-facing interactions and establish strong, sustainable rapport with laboratory employees, sales representatives, and internal stakeholders.
Conduct strategic outreach to ensure customers have the supplies and information needed to successfully order tests, interpret results, and leverage Tempus services to support best-in-class patient care.
Follow-up with customers to obtain information related to patient progress and outcomes to help build insights along the continuum of care.
Work with customers to triage order issues, both on a one-off basis and if Tempus notices any repeated trends.
Document all communication and maintain a database of client information in SFDC.
Use proactive problem-solving skills to create and offer solutions to customers of varied complexity.
Follow all team SOPs and document and/or escalate any deviations.
Work cross-functionally to ensure we meet/exceed goals related to customer retention and (perceived + actual) turnaround time.
Act as a link between external customers and internal operations, while demonstrating a positive and professional image through phone and email communications with providers and care teams.
Provide phone and email support and education to customers and patients about Tempus products and services.
Lead/assist in clinical data delivery for Tempus-sequenced patients.
Work in a team towards group goals regarding client growth and operational efficiency.
Mentor and support junior team members, sharing best practices and providing guidance to help them achieve their KPIs.
Identify opportunities for process improvements and contribute to the development and implementation of new strategies to enhance customer satisfaction and operational efficiency.
Monitor queues to ensure timely responses and resolution of customer inquiries.
Investigate long-tail issues to identify root causes and implement corrective actions.
Help manage team schedules and out-of-office (OOO) coverage to ensure consistent service levels.
Ensure quality assurance by reviewing customer interactions and providing feedback to team members.
Monitor KPIs and SLAs to ensure team performance meets or exceeds targets.
Lead retraining efforts to ensure all team members are up-to-date with the latest processes and best practices.
Support new product and service launches within the region, ensuring smooth implementation and customer adoption.
Provide leadership and support to the team when the manager is out of the office (OOO).