Customer Success Specialist Screening

Exact Sciences - Madison, WI

Full-time

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 support teams. This position is focused on delivering high-quality service to customers while supporting sales objectives and enhancing customer experiences. The CSS will work in a dynamic environment, either remotely or onsite, and will be responsible for troubleshooting, resolving inquiries, and maintaining customer information integrity.

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

• Strong analytical and multitasking skills demonstrated in a fast-paced, time-sensitive environment.
• Superb follow-through skills and relationship management.
• Conflict resolution oriented and highly effective at overcoming obstacles.
• Maturity and good judgment to understand when to exercise initiative and handle queries directly, and when to escalate queries to higher authority.
• Ability to work in a team environment and adapt to changing workload and circumstances effectively.

Benefits

• Purpose-driven career
• Inclusive culture
• Robust benefits to support your life while working to help others