Sr Customer Success Manager

Invitae is a leading medical genetics company trusted by millions of patients and their providers to deliver timely genetic information using digital technology. We aim to provide accurate and actionable answers to strengthen medical decision-making for individuals and their families. Invitae's genetics experts apply a rigorous approach to data and research, serving as the foundation of their mission to bring comprehensive genetic information into mainstream medicine to improve healthcare for billions of people.

Invitae is a rapidly growing genetic information company driven by the mission to expand access to high-quality, comprehensive, low-cost genetic information for billions of people. To support this growth, Invitae is looking to add a Sr. Customer Success Manager (CSM) to our team. In this role, you will support our highest potential clinician customers at major academic institutions and large health systems, as well as other strategically important key accounts. As part of our Account Team, you will work closely with your teammates in Sales and Client Services to ensure the best possible customer experience with Invitae. The customers you will support may have complex workflows across all clinical areas: oncology, cardiology, neurology, and pediatrics.  You will also help support by providing top-tier onboarding training and ongoing educational support to new key accounts. 

Location: Remote Position

Hours: Need to work PST or MST core business hours

What you’ll do:

• Support Key Accounts:
• Resolve account level issues promptly and effectively.
• Provide comprehensive support to accounts to ensure customer satisfaction.
• Manage customer data requests.
  
  
• Support Onboarding Key Accounts:
• Provide onboarding and support for new key accounts approved by sales leads.
• Ensure a seamless transition for new key accounts into Invitae’s systems and processes by setting them up for success from their first order, educating and training them on how to work well with our company and help develop workflows and practices to make Invitae work for them.
• Be well-versed in Invitae’s products, processes, and policies in order to conduct meaningful onboarding calls that leave customers with a favorable first impression and experience.
  
  
• Support Sales in Proactive Key Account Management:
• Proactively identify and address potential risks associated with key accounts. 
• Proactively engage in duo account maintenance and identify areas for process improvements that will enhance an account’s overall experience.
• Collaborate and strategize with sales to identify opportunities for growth within accounts.
• Conduct targeted account education sessions focusing on order processing trends.
• Provide support for Quarterly Business Reviews (QBR) to enhance the overall account management process.

• Collaborate:
• Manage account-level complaints and help find solutions with assistance from other cross-functional teams.
• Work across Invitae’s client services, sales and medical affairs groups to provide customers access to resources and SMEs to address inquiries.

What you’ll bring:

• 5+ years of customer-facing experience such as customer success, account management, customer support and/or sales
• 3+ years experience in a Customer Success Management or Program Management role
• Bachelor’s degree or comparable higher education in Healthcare, Business, Management, MedTech, Medicine, Data Science or related fields.
• Executive-level presentation skills and business acumen with the ability to lead thoughtful internal and external stakeholder discussions
• Skill in conveying tone and distilling complex topics into direct easy-to-understand language through written and verbal communication
• Strong partnership and collaboration skills with internal teammates including our sales, client services, marketing, billing and clinical partners 
• Excellent organizational and multitasking capabilities
• High level of emotional intelligence, customer empathy, and active listening skills
• A track record across your work history of solving complex problems
• Experience running reports and analyzing data to support customer needs
• Expert knowledge of Salesforce, Tableau, JIRA, or similar systems
• Preferred but not required: Experience with requirements gathering and managing stakeholders during EMR/EHR integrations and/or SaaS implementations
• Preferred but not required: Experience working in healthcare, life sciences, or biotech

Who you are:

• Resourceful, inspired, and self-driven: You’re a str