Sr. Customer Success Representative

About Us: Artera is an AI startup that develops medical artificial intelligence tests to personalize therapy for cancer patients. Artera is on a mission to personalize medical decisions for patients and physicians on a global scale.
The Sr. Customer Success Representative is responsible for interacting with customers to provide information in response to inquiries about products and services to handle and resolve complaints.

Essential Responsibilities

• Interacts with customers (clinicians, clinical staff, administrators) focusing on providing the best service and ordering experience. Guides customers through the onboarding, training, and ordering process and addresses any obstacles with a helpful and courteous demeanor. Handles each ticketed inquiry with curiosity and a problem-solving approach.
• Has experience with ticketing platforms such as Zendesk
• Has the potential to train/lead junior team members and also create internal and external training materials
• Has the ability to handle escalated calls and inquiries
• Mitigate Churn
• Encourage retention
• Customer feedback collection
• Exceptional organizational, presentation, and communication skills, both verbal and written
• Ability to prioritize, multi-task, and perform effectively under pressure
• Customer relationship management

Education and Experience Requirements:

• Bachelor degree required
• 4-year minimum experience in customer service for healthcare professionals or 6-year minimum experience as a senior customer service representative
• 2-year minimum experience working in a collaborative environment

Equal Employee Opportunity: At Artera, we value bringing together individuals from diverse backgrounds to develop new and innovative solutions for patients and physicians. As an equal opportunity employer, we do not discriminate on the basis of race, color, religion, national origin, age, sex (including pregnancy), physical or mental disability, medical condition, genetic information gender identity or expression, sexual orientation, marital status, protected veteran status, or any other legally protected characteristic.