Customer Account Manager III, Germany

Help us change lives

At Exact Sciences, we’re helping change how the world prevents, detects and guides treatment for cancer. We give patients and clinicians the clarity needed to make confident decisions when they matter most. Join our team to find a purpose-driven career, an inclusive culture, and robust benefits to support your life while you’re working to help others.

Position Overview

The Customer Account Manager III, Germany will report directly to the German Customer Service Manager whilst working closely with Sales and other Commercial personnel to support sales objectives through strategic and tactical activities, actively engaging with current customers, and provide the highest level of customer service to ensure long-term relationships and retention.

The Customer Account Manager III, Germany will oversee all operational and administrative processes associated with the Customer Service department.  This role will assist in the development and implementation of a world class Customer Experience model that is ahead of the curve to anticipate changes in customer needs, prepared to expand quickly and efficiently, and considered the best in the industry.

The Customer Account Manager III, Germany should be prepared to handle multiple tasks, to answer to a variety of queries that will come from a diverse Customer base that may include health care professionals, cancer patients and their family members, media representatives, insurance company claims managers, internal sales representatives, and others.

The impressions we create when we interact with those people who seek us out will play a significant role in establishing favorable customer experiences. The Customer Account Manager will need to understand not only the technical aspects of the services that Exact Sciences offers but must also possess the ability to communicate professionally and effectively with all individuals, including external customers and other international personnel.

The Customer Account Manager III, Germany will also serve as a liaison to International Sales and Marketing and provide customers with logistics and personalized customer service as it relates to the international market.

The place of work is Trier Customer Service Office, Germany.

Essential Duties

Include, but are not limited to, the following:

• Inspire and drive customer success culture across the commercial organization.
• Identify and execute effective solutions to address all client’s critical business issues.
• Advocate customer needs through cross-functional internal partnerships with commercial, services, operations, and logistics.
• Provide inside sales support to German assigned territory field sales staff: Regional Oncogenomic Liaisons (ROLs), Sales Manager & Country Manager.
• Define and track account KPIs to measure effectiveness of the account; be responsible for preparing and communicating executive summary of progress and achievements within accounts to commercial team.
• Partner with the Customer Service team to develop efficiency and process improvements to enhance the customer experience.
• Handle and resolve escalated complex customer requests or complaints, as appropriate.
• Answer incoming calls to the Customer service hotline during business hours and reply to phone messages left overnight when the phones are not staffed. Document all calls according to Customer Service Policy and Procedures.
• Oversee order fulfillment for all orders originating in Germany, including assistance with the retrieval of specimens from submitting hospital and collaborating with field sales to ensure the ordering experience of the customer is seamless, timely and effective.
• Represent Customer Service in inter-departmental meetings, conference calls, and presentations as it relates to International.
• Triage inquiries to the appropriate person, office or department accordingly, while supporting a seamless experience for the customer.
• Ability to handle multiple projects at the same time but remain organized, strong sense of urgency for schedules.
• Uphold company mission and values through accountability, innovation, integrity, quality, and teamwork.
• Support and comply with the company’s Quality Management System policies and procedures.
• Regular and reliable attendance.
• Ability to travel 40% of working time away from work location. May include overnight/weekend travel.

Minimum Qualifications

• Bachelor’s Degree in a field related to essential duties; or Associates Degree and 2 years of relevant experience; or High School Diploma or General Education Degree (GED) and 4 years of relevant experience.
• Demonstrated ability to exercise sound judgment in selecting methods