Insights Specialist

$86,000 - $136,000/Yr

Exact Sciences - Redwood City, CA

Full-time - Mid Level

Remote - Redwood City, CA

Ambulatory Health Care Services

About the position

The Insights Analyst at Exact Sciences is responsible for supporting the Customer Success division by analyzing product and team performance, leading projects to enhance operations, and delivering insights to improve customer experiences. This role involves collaboration with various internal teams and requires strong analytical skills to create data-driven narratives that inform decision-making. The position is primarily remote with occasional onsite requirements in Redwood City, California.

Responsibilities

• Analyze product performance and trends to define success metrics.
• Analyze internal team performance and trends to identify enhancement opportunities.
• Lead projects summarizing and recommending necessary changes for the Customer Success division.
• Partner with commercial, IT, product, and marketing teams on measurement strategy and data analysis requirements.
• Deliver insights on products and customers to enhance customer experiences.
• Coordinate training and provide mentorship for new hire Insight Specialists and Analysts.
• Develop, manage, and distribute sales support operational reports to sustain service levels across all franchises.
• Formulate and communicate improvement recommendations based on operational report analysis.
• Participate in collaborative working groups focusing on complex operational improvements.
• Support maintenance of training materials and systems.

Requirements

• Bachelor's degree in business administration or related field, or high school diploma with 4 years of relevant customer service experience.
• 5+ years of work experience in customer service.
• 4+ years of experience with customer relationship management systems.
• Demonstrated understanding of clinical data and ability to convey sales and marketing messages.
• Proficient in Microsoft Office Suite, particularly Excel.
• Strong analytical and multitasking skills in a fast-paced environment.
• Excellent customer service and communication skills.

Nice-to-haves

• Bachelor's degree preferred.
• 5+ years of related customer service experience in healthcare or clinical reference laboratory.
• Previous sales support work experience.
• Previous data analytics work experience.

Benefits

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