Supervisor, Customer Success

$74,000 - $118,000/Yr

Exact Sciences - Redwood City, CA

Full-time - Mid Level

Hybrid - Redwood City, CA

Ambulatory Health Care Services

About the position

The Supervisor, Customer Success at Exact Sciences is responsible for assisting the Manager with operational and administrative processes within the Customer Success Team. This role focuses on developing a responsive Customer Success model, enforcing customer service policies, and overseeing the Customer Success Specialists. The Supervisor will ensure high-quality customer service, troubleshoot complaints, and monitor service delivery to meet customer needs effectively.

Responsibilities

• Assist the Manager in developing a world-class Customer Success model.
• Manage all sales-related service and support activities, including phone and email inquiries.
• Assist in the Sales Training Program for new sales representatives.
• Attend and support regional sales calls and meetings.
• Ensure activities within the Customer Success organization are documented within established SOPs.
• Work closely with the Customer Care Management Team to develop efficiencies between teams.
• Represent the Customer Care organization in inter-departmental meetings.
• Monitor daily call flow, average speed to answer, and abandonment rates.
• Participate in the Quality Program to ensure quality service is provided to all customers.
• Supervise staff, including organizing work, conducting performance reviews, and training.
• Communicate goals clearly to employees and motivate them through coaching.

Requirements

• Bachelor's degree in business administration, science, or related field, or high school diploma with 4 years of relevant customer service experience.
• 4+ years of related customer service experience.
• 2+ years of people management or leadership experience.
• Significant knowledge of Word, Excel, SharePoint, and Outlook, and Customer Service systems.
• Demonstrated ability to perform essential duties with or without accommodation.

Nice-to-haves

• 4+ years of related customer service experience in healthcare or clinical reference laboratory.
• Previous sales support or customer success experience.

Benefits

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