Manager, Customer Success

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 Manager, Customer Success will oversee all operational and administrative processes associated with the Customer Care organization.  This role will assist in the development and implementation of a world class Customer Success 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 Manager, Customer Success will oversee the activities of the Customer Success organization and its sub-teams; working closely with Sales and other Commercial personnel to support sales objectives through strategic and tactical activities, actively engage with current customers, and provide the highest level of customer service to ensure long-term relationships and retention.

This position is onsite in Madison, WI.

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 sales, services, operations, and products.
• Work on the problems of diverse scope where analysis of data requires evaluation of identifiable factors.
• Oversee the development and administration of orientation training programs for new clients.
• Oversee the development of customer utilization report to support business growth and strategic initiatives.
• Create a high-performance team; through interview selections, coach and train the team and individual talent, conduct monthly one to ones and staff meetings, and foster an environment of open communication.
• Define and track KPIs to measure effectiveness of the team; responsible for preparing and communicating executive summary of progress and achievements.
• Partner with the Customer Care Management team to develop efficiencies and process improvements to address customer needs.
• Communicate with Customer Care Management on key issues related to their area of responsibility.
• Handle and resolve escalated complex customer requests or complaints, as appropriate.
• Work closely with management and peers to identify unique opportunities for attainment of corporate objectives; regularly attend meetings to understand needs and communicate deliverables.
• Work with management to identify and execute a personal development plan to increase/enhance performance level and overall contribution to the company.
• Supervise staff; including, but not limited to, organize, and prioritize work, write/conduct performance reviews, train/develop, and manage work performance.
• Communicate goals clearly to employees to ensure understanding and success in achieving them.
• Motivate and inspire employees to do their best work through coaching.
• Maintain morale and support employee engagement initiatives.
• Ability to act with an inclusion mindset and model these behaviors for the organization.
• Ability to handle multiple projects at the same time but remain organized; strong sense of urgency for schedules.
• Ability to receive little instruction on day-to-day work, general instructions on new assignments.
• Apply exceptional customer service and communication skills and ability to incorporate customer and manager input.
• Apply excellent problem-solving abilities.
• Ability to leverage networking relationships across the organization.
• 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.
• Maintain regular and reliable attendance.
• Ability to work on a mobile device, tablet, or in front of a computer screen and/or perform typing for approximately 85% of a typical working day.
• Ability to spend considerable periods of time may be spent concentrating and or analyzing data.
• Ability to travel 40% of working time away from work location, may include overnight/weekend travel.

Minimum Qualifications

• Bachelor’s Degree in Business Administration, Science, or related field as outlined in the essential duties; or High School Degree/General Education Degree and 4 years of relevant