Manager of Customer Success, Inbound and Patient Teams

Tempus - Chicago, IL

Full-time - Mid Level

Chicago, IL

Nursing and Residential Care Facilities

About the position

The Manager of Customer Success for Inbound and Patient Teams at Tempus is a pivotal role that focuses on enhancing the customer experience for oncology providers and their patients. This position is designed for individuals who are passionate about precision medicine and are eager to contribute to advancements in the healthcare industry. Tempus leverages cutting-edge technology to provide real-time, actionable insights to physicians, ensuring that patients receive the most appropriate treatments at the right time. As the Manager, you will lead a dedicated team of Customer Success (CS) professionals who are committed to delivering exceptional service and support to our clients. In this role, you will be responsible for overseeing the CS inbound team, ensuring that all customer inquiries via email and phone are handled promptly and efficiently. You will work to elevate the team's performance from basic customer service to a more comprehensive customer success model, aligning with established Service Level Agreements (SLAs). Your leadership will involve hiring, training, and conducting annual performance reviews, as well as recognizing and coaching team members to foster a high-performing environment. You will also be tasked with measuring and reporting on key performance metrics, auditing operations for accuracy and timeliness, and sharing best practices with other CS teams. Acting as an escalation point for the field sales team, you will liaise with various cross-functional groups, including lab, sales, commercial, legal, and product teams, to enhance operations and resolve any issues that may arise. Your role will be crucial in nurturing a talent pool within the CS department while balancing the need to grow and retain talent across the organization.

Responsibilities

• Lead the CS inbound team
• Respond to emails and phone calls to ensure orders received can be processed expeditiously
• Ensure the team's impact is progressing from basic customer service to delivering/ensuring customer success
• Ensure that we meet established Service Level Agreements
• Manage the team through hiring, training, performing annual reviews, recognizing performance, coaching, and corrective action
• Measure, report, and update key performance metrics
• Audit operations to ensure timeliness and accuracy
• Share best practices with other CS teams
• Act as an escalation point for our field sales team as needed
• Nurture an environment that creates a talent pool for other parts of the business, balanced by the need to grow and retain talent within CS
• Liaise with cross functional groups (e.g., lab, sales, commercial, legal, product) to improve operations or resolve issues

Requirements

• Bachelor's degree required
• 3+ years of experience in customer care or customer experience, ideally in a leadership or healthcare role
• Exceptional customer service skills and strong interpersonal skills
• Ability to communicate effectively with patients, physicians, pathologists, and nurses by telephone and email
• Highly organized and systematic, superb attention to detail and ability to complete tasks with a high degree of accuracy
• Ability to develop and maintain strong relationships, both internally across departments and externally with clients, partners and vendors
• Demonstrated problem resolution and decision-making skills
• Persistent and resilient with a tenacious appetite for success