Customer Success Specialist - PG

$32,000 - $51,000/Yr

Exact Sciences - Madison, WI

Full-time - Entry Level

Madison, WI

Ambulatory Health Care Services

About the position

The Customer Success Specialist (CSS) at Exact Sciences plays a crucial role in bridging the gap between customers, the Sales team, and other key support teams. This position is focused on delivering high-quality service to customers while supporting sales objectives. The CSS will engage in troubleshooting, resolving inquiries, and enhancing customer experiences, all while maintaining a strong relationship with the sales team.

Responsibilities

• Provide timely troubleshooting assistance to customers, sales representatives, and strategic accounts.
• Resolve inquiries regarding all aspects of Exact Science products, such as specimen procurement, order processing, clinical information, and results delivery.
• Track key metrics using reports and/or dashboards on a regular basis to provide expedited issue resolution.
• Align with and support the sales team in executing sales strategies and meeting sales objectives.
• Identify and triage new relationship opportunities to the sales team.
• Identify and triage customer experience enhancement opportunities to the appropriate internal teams.
• Represent Customer Success interests through routine participation in sales meetings.
• Document customer interactions and maintain customer information integrity within the CRM system.
• Support implementation and operationalization of new Customer Care processes.
• Assist with effective communications across intra-department teams, focusing on patients, customers, and sales team advocacy.

Requirements

• High school diploma or GED.
• 4+ years of customer service experience in an inbound/outbound contact center or field related to the essential duties.
• 1+ years of sales or sales support experience.
• Proficient in Microsoft Office to include Excel macros and pivot tables and Word.
• Authorization to work in the United States without sponsorship.
• Demonstrated ability to perform the Essential Duties of the position with or without accommodation.

Nice-to-haves

• Bachelor's degree preferred.
• Previous sales support experience preferred.
• 3+ years of customer service experience in healthcare or clinical reference laboratory preferred.
• Significant knowledge of MS Office Suite and customer service systems such as SFDC, Epic, Five9, EpicCare Link, Tableau.

Benefits

• Paid time off (including days for vacation, holidays, volunteering, and personal time)
• Paid leave for parents and caregivers
• Retirement savings plan
• Wellness support
• Health benefits including medical, prescription drug, dental, and vision coverage