Customer Success Manager

Help us change lives

At Exact Sciences, we’re helping change how the world prevents, detects and guides treatment for cancer. We give patients and clinicians the clarity needed to make confident decisions when they matter most. Join our team to find a purpose-driven career, an inclusive culture, and robust benefits to support your life while you’re working to help others.

Position Overview

The Customer Success Manager (CSM) is responsible for providing account management services and support to targeted customers.  This role actively engages with customers to offer the highest level of customer service and develop collaborative long-term relationships. This position will also provide project leadership and support, cross-functional process coordination, and targeted data stewardship activities.

In addition, the CSM will prioritize continuous process improvement with a focus on efficiencies and optimizing the customer experience.  These responsibilities will require effective cross-functional collaboration, including, but not limited to, sales organization, strategic accounts, client support and implementation services, market access, commercial operations and the revenue cycle teams to monitor and optimize the customer experience of these strategic accounts. It is imperative that the CSM possess exemplary customer service skills and demonstrated ability to work independently, communicate effectively, and function productively as a member of the Exact Sciences team.

This position is fully onsite in Madison, WI.

Essential Duties

Include, but are not limited to, the following:

• Exclusive to the Screening Business Unit, dedicated point of contact for health system inquiries and escalations, including identification and prioritization of workflow issues and workflow improvements.
• Committed to the engagement, retention, and growth of the customer base.
• Coordination with the sales community to align on targeted business objectives and lead sales and strategic initiatives.
• Convene, coordinate, and facilitate the collaboration of cross functional teams to develop, refine, and implement plans and solutions related to strategic program or process improvement initiatives.
• Develop and implement ordering protocols and product adoption programs, partnering with these customers to meet institution-based objectives such as patient care standards.
• Partner with internal teams to implement and deliver on customer experience enhancement solutions, including EMR integration.
• Analyze account data and metrics to monitor the overall health of targeted accounts and identify and respond to changing clinical and operational issues and challenges.
• Collect, categorize, and prioritize feedback from internal and external customers.
• Strive to remain current on integrated delivery network (IDN) knowledge, disease states, competition, and outside influences that impact our business and help identify emerging opportunities.
• Willingness to step outside functional boundaries to understand and influence variables that impact the customer experience.
• Passionate about providing world-class service standard and align with the mission and values of Exact Sciences.
• Influence, guide, and support peers in achieving their individual goals.
• Apply in-depth understanding of clinical data and ability to convey sales and marketing messages.
• 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.
• Ability to effectively manage multiple projects simultaneously in a dynamic, deadline-driven environment.
• 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 lift up to 10 pounds for approximately 5% of a typical working day.
• Ability to travel up to 20% of working time away from work location, may include overnight/weekend travel.

Minimum Qualifications

• 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.
• 4+ years of experience in customer service in a medical, healthcare or biotech field.
• 2+ years of experience with customer relationship management systems.
• 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.
• Authorization to work in the United States without sponsorship.

Preferred Qualifications

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

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Salary Range:

$74,000.00 - $118,000.00

The annual base salary shown is for this position located in US - WI - Madison on a full-time basis. In addition, this position is bonus eligible, and is eligible to receive company stock upon hire as well as annually.

Exact Sciences is proud to offer an employee experience that includes paid time off (including days for vacation, holidays, volunteering, and personal time), paid leave for parents and caregivers, a retirement savings plan, wellness support, and health benefits including medical, prescription drug, dental, and vision coverage. Learn more about our benefits.

Our success relies on the experiences and perspectives of a diverse team, and Exact Sciences fosters a culture where all employees can develop personally and professionally with a sense of respect and belonging. If you require an accommodation, please contact us here.

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We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to age, color, creed, disability, gender identity, national origin, protected veteran status, race, religion, sex, sexual orientation, and any other status protected by applicable local, state, or federal law. Any applicant or employee may request to view applicable portions of the company’s affirmative action program.

To view the Right to Work, E-Verify Employer, and Pay Transparency notices and Federal, Federal Contractor, and State employment law posters, visit our compliance hub. The documents summarize important details of the law and provide key points that you have a right to know.