Insights Specialist

About the position

The Insights Analyst at Exact Sciences plays a crucial role in supporting the Customer Success division by analyzing product and team performance, leading projects to enhance operations, and collaborating with various internal teams. This remote position requires the analyst to leverage data analytics to create actionable insights that improve customer experiences and support sales efforts.

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, conduct, manage, and distribute sales support operational reports.
• Formulate and communicate improvement recommendations based on operational report analysis.
• Participate in collaborative working groups focusing on operational improvements.
• Lead or serve as SME within project teams to implement policies and operating practices.
• Support maintenance of training materials and systems.
• Manage customer inquiries related to financial reconciliation and data requests.
• Liaise with stakeholders to ensure deliverables are met.

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.
• Ability to resolve conflicts and overcome obstacles.

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 time off including 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.