Jobs and Careers

Enterprise Customer Success Manager (Remote)

San Francisco, United StatesRemotefull_timeVerifiedPosted 7 Nov 2024

About the role

About MyOme

MyOme's mission is to provide clinically-actionable genetic information to patients throughout their lives. To achieve this goal, we combine clinical-grade sequencing, advanced methods for genome interpretation, and easy portals for doctors and patients to order tests and access results. We firmly believe that patients own their data, and we empower them to share that data however they choose. We are led by seasoned entrepreneurs and scientists, and backed by an elite group of investors.

Job Description

Do you thrive in a fast-paced, high-growth environment where your expertise shapes the future? MyOme, a leader in precision medicine, seeks a passionate, high-energy and strategic-thinking Enterprise Customer Success Manager (CSM) to join our team. Reporting directly to the Head of Patient & Customer Success Experience, you'll play a pivotal role in building and nurturing successful long-term relationships with our enterprise-level clients. This is a foundational role, offering the unique opportunity to design and implement best practices that define how we deliver exceptional service to our largest partners.

Responsibilities

Strategic Partner: Develop and manage strategic customer relationships, acting as a trusted advisor and advocate for enterprise accounts.
Onboarding & Enablement Expert: Lead the onboarding process for new accounts and new clinicians within existing accounts, ensuring smooth integration with MyOme's services and fostering a strong foundation for success in partnership with Sales Account Executives.
Account Health: Proactively identify and address customer needs, exceeding expectations and driving high levels of satisfaction and long-term engagement in support of MyOme’s retention strategy and your role as a key stakeholder in the Voice of the Customer (VoC) program.
Growth Catalyst: Collaborate with Sales, Marketing, Product & Clinical teams to develop and deliver strategic programs that maximize customer value and drive growth.
Champion for Value: Become an expert at communicating value to clients using data to tell meaningful and actionable stories that result in expansion and retention opportunities. Leverage data and customer feedback to identify opportunities for improvement, optimizing processes and programs for maximum impact.
Foster a Winning Culture: As a foundational team member, you'll contribute to shaping best practices, workflows, and success metrics for the CSM function..

Skills and Experience

A minimum of 7+ years of experience in enterprise-level sales and/or customer success, within the genomics and/or biotechnology industry, is required. A strong understanding of the healthcare landscape and the evolving role of genomics in precision medicine is a plus.
Bachelor's degree in relevant concentration preferred but not required.
Being a glass-half-full problem solver is key! You should be adept at navigating complex situations, proactively identifying and resolving client challenges with a "get things done" mentality. Comfort with data analysis and utilizing insights to drive strategic decision-making is a must.
With focus on retention and expansion, we're looking for someone with strong experience in field sales or account management who has a history of up-selling, cross-selling, and owning a book of business. Experience successfully managing complex, technical projects is a plus.
An advanced communicator with impeccable clarity and conciseness, effectively conveying information to diverse audiences. You should also be able to deliver impactful presentations tailored to both administrative and executive audiences, including industry key opinion leaders (KOLs) as well as internal stakeholders.
A passion for elevating, coaching and mentoring others, with the aspiration to lead and manage high-performing teams.