Lead Customer Success Specialist

$57,000 - $93,000/Yr

Exact Sciences - Galveston, TX

Full-time - Mid Level

Remote - Galveston, TX

Ambulatory Health Care Services

About the position

The Lead Customer Success Specialist at Exact Sciences plays a crucial role in bridging the gap between customers, the Sales team, and the commercial operations group. This position is responsible for overseeing the Customer Success Team's daily activities, enhancing customer experience through project-based assignments, and resolving complex issues that arise beyond the scope of standard customer service. The role is remote but requires proximity to specific locations, ensuring effective communication and support for a national customer base.

Responsibilities

• Assist the Supervisor/Manager with leading the daily activities of the Customer Success team.
• Participate and contribute as an active member of the Customer Success Leadership team.
• Continuous improvement of the Sales Training Program for new sales representatives.
• Establish and maintain the Customer Success Specialist Training program.
• Mentor and train Customer Success team members.
• Provide leading support on all aspects of product knowledge, sample accessioning processes, billing, and clinical information in accordance with official Standard Operating Procedures for Customer Service.
• Lead collaborative work groups within the Customer Service department to develop/improve department SOPs and process related work standards.
• Effectively resolve advanced and elevated order related issues by utilizing a holistic diagnostic approach to develop a proper course of action.
• Assist with effective communications across intra-department teams, focusing on the daily activities and needs of the Customer Success Team.
• Review reports and/or dashboards on a regular basis to provide case resolution for assigned accounts.

Requirements

• High school diploma or GED.
• 5+ years of related customer service experience.
• 3+ years of related sales support experience.
• Significant knowledge of MS Office Suite, particularly MS Excel, and customer service systems.
• 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.
• 3+ years of customer service experience in healthcare or clinical reference laboratory preferred.

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