Customer Success Manager, Data

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 customers, 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.

What You'll Do:

• Lead a small team of customer success professionals, including individual contributors and emerging leaders, through hiring, training, performance reviews, coaching, and career development.

• Serve as the front line in supporting researchers as they apply cutting-edge data science techniques to unique cancer datasets, 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 science, product, and engineering teams, sales representatives, and internal stakeholders.

• Manage issues from intake through resolution, working closely with internal technical teams to troubleshoot and track issues through closure.

• Foster strong relationships with key clients, ensuring their regional needs are met, and proactively identifying opportunities to strengthen customer loyalty and satisfaction.

• Assist in data delivery for Tempus-sequenced patients.

• Drive strategic initiatives that optimize customer experience and operational efficiency, collaborating with key stakeholders such as Product, Lab, Marketing, Sales, and Legal to streamline processes and remove roadblocks.

• Oversee the implementation and continuous improvement of KPIs and performance metrics, ensuring the team meets or exceeds goals related to customer satisfaction, turnaround time, and service quality.

• Serve as the primary escalation point for complex and high-urgency issues, working cross-functionally to resolve escalations and provide a seamless customer experience.

• Collaborate with the Product team to advocate for necessary product developments and enhancements that scale with customer needs, ensuring feedback loops and prioritization align with business goals.

• Mentor and coach team members in leadership roles, helping them develop skills necessary for managing their own teams and driving their career growth within the organization.

• Working shifts are 8 hours and range from 7am-7pm CST Monday through Friday.

Required Knowledge and Skills:

• Bachelor's degree in bioinformatics, computational biology, statistics, computer science, or related field, or 5+ years experience working with customers in a scientific setting.

• 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.

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