Customer Success Specialist

$35,000 - $56,000/Yr

Exact Sciences - Redwood City, CA

Full-time - Entry Level

Remote - Redwood City, CA

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 exceptional service to customers while supporting sales objectives. The CSS is responsible for troubleshooting customer inquiries, tracking key metrics, and enhancing customer experiences, all while maintaining a high standard of service.

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 parental leave
• Health insurance
• Dental insurance
• Paid time off
• Vision insurance
• Retirement plan