Director, Customer Success and Strategy

PRIMARY RESPONSIBILITIES:

• You will build a customer success vision and strategy, and outline what resources are needed for success in driving customer adoption, retention, and expansion

• Identify common pain points and opportunities to delight within the various customer journeys across three business units

• Create customer health monitoring and forecasting capabilities - monitoring customer health, identifying risks and issues, and taking proactive measures to mitigate them 

• Collaborate with cross-functional teams, including sales, product, customer experience, and patient experience to ensure smooth customer onboarding and successful long term adoption of our solutions. 

• Understand client business needs, goals, and challenges. 

• Identify opportunities for customer advocacy and expansion.

• Develop and implement processes and tools to monitor customer health, identify potential risks or issues, and take proactive measures to mitigate them.  Collaborate with Customer Experience and Customer Success teams to implement new strategies.  

• Gather customer feedback and complaints, understand their pain points, and identify solutions for necessary improvements or enhancements to our products/services. 

• Work with product management and UX to define software roadmap that optimizes the efficiency of customer-facing teams and improves customer/user experience, including development of salesforce.com, user portals, and other related tools

• Oversee the existing Customer Success team, optimizing their impact and expanding their scope

QUALIFICATIONS:

• B.S. degree in relevant scientific or business discipline or related field; advanced degree preferred (MS, MBA, PhD)

• 10-15+ years professional experience, including successful growth and management of customer-facing teams and/or commercial operations strategies

• Desired experience in service businesses that serve physicians (B2P), preferably in a clinical laboratory

• Employee must complete training relating to HIPAA/PHI privacy, General Policies and Procedure Compliance training and security training as soon as possible but not later than the first 30 days of hire and maintain current status on all required trainings.

• Employee must pass post offer criminal background check

KNOWLEDGE, SKILLS AND ABILITIES:

• Relentless problem-solver. Wake up every day highly motivated to identify and solve operational problems, grow the business, and make customers happy. Takes initiative

• Strong project management, communication and organizational skills. Team player

• Fluency and experience with Salesforce.com and related software tools to support commercial operations

• Fluency and expertise within analytics tools such as PowerBI, Qliksense, Snowflake

• Analytical thinker

• A demonstrated ability to lead a team

PHYSICAL DEMANDS & WORK ENVIRONMENT:

• Duties typically performed in a remote office setting.

• Long periods of sitting / standing in front of a computer or teleconference / Zoom meetings

• Must be equally adept at indirect (virtual) and direct (in-person) client / support

 

OUR OPPORTUNITY

Natera™ is a global leader in cell-free DNA (cfDNA) testing, dedicated to oncology, women’s health, and organ health. Our aim is to make personalized genetic testing and diagnostics part of the standard of care to protect health and enable earlier and more targeted interventions that lead to longer, healthier lives.

The Natera team consists of highly dedicated statisticians, geneticists, doctors, laboratory scientists, business professionals, software engineers and many other professionals from world-class institutions, who care deeply for our work and each other. When you join Natera, you’ll work hard and grow quickly. Working alongside the elite of the industry, you’ll be stretched and challenged, and take pride in being part of a company that is changing the landscape of genetic disease management.

WHAT WE OFFER

Competitive Benefits - Employee benefits include comprehensive medical, dental, vision, life and disability plans for eligible employees and their dependents. Additionally, Natera employees and their immediate families receive free testing in addition to fertility care benefits. Other benefits include pregnancy and baby bonding leave, 401k benefits, commuter benefits and much more. We also offer a generous employee referral program!

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