Customer Success Specialist II

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 Customer Success Specialist (CSS) provides a vital link between Exact Sciences customers, the Sales team and other key support and commercial teams within Exact Sciences. The CSS is responsible for maintaining a high standard of service with their respective customer group and will work closely with the sales team to support customer activities which complement sales objectives.

This is a remote or onsite position, with potential travel required. It supports all U.S. regions, with varying hours Monday through Friday to accommodate multiple time zones.

Essential Duties

Include but are not limited to the following:

• Provide timely troubleshooting assistance to customers, sales representatives, and strategic accounts.

• Resolve inquiries regarding all aspects of Exact Science products, such as specimen procurement, order processing, clinical information and results delivery.
• Track key metrics using reports and/or dashboards on a regular basis to provide expedited issue resolution.
• Align with and support the sales team in executing sales strategies and meeting sales objectives.
• Identify and triage new relationship opportunities to the sales team.
• Identify and triage customer experience enhancement opportunities to the appropriate internal teams.
• Represent Customer Success interests through routine participation in sales meetings.

• Document customer interactions and maintain customer information integrity within the CRM system.

• Support implementation and operationalization of new Customer Care processes.
• Assist with effective communications across intra-department teams, with a primary focus on patients, customers, and sales team advocacy.
• Strong analytical and multitasking skills demonstrated daily within a fast paced, time sensitive environment.
• Superb follow-through skills and relationship management.
• Conflict resolution oriented and highly effective at overcoming obstacles.
• Maturity and good judgment to understand when to exercise initiative and handle queries directly, and when to escalate queries to higher authority.
• Ability to work in a team environment and adapt to changing workload and circumstances effectively; able to respond to new information quickly.
• Flexibility with respect to working hours as some shifts will require early morning arrivals to late evening departures to service national customer base.
• Ability to work designated schedule.
• Ability to work nights and/or weekends.
• Ability to work overtime as needed.
• Ability to lift up to 25 pounds for approximately 5% of a typical working day.
• Ability to work seated for approximately 90% of a typical working day.
• Ability to work standing for approximately 10% of a typical working day.
• Ability to work on a mobile device, tablet, or in front of a computer screen and/or perform typing for approximately 95% of a typical working day.
• 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.
• Regular and reliable attendance.
• Travel Requirements- Ability to travel 10% of working time away from work location, may include overnight/weekend travel.

Minimum Qualifications

• High school diploma or GED.
• 4+ years of customer service experience in an inbound/outbound contact center Or field related to the essential duties.
• 1+ years of sales or sales support experience.
• Proficient in Microsoft Office to include Excel macros and pivot tables and Word.
• Authorization to work in the United States without sponsorship.
• Demonstrated ability to perform the Essential Duties of the position with or without accommodation.

Preferred Qualifications

• Bachelor’s degree preferred.
• Previous sales support experience preferred.
• 3+ years of customer service experience in healthcare or clinical reference laboratory preferred.
• Significant knowledge of MS Office Suite and customer service systems such as SFDC, Epic, Five9, EpicCare Link, Tableau.

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Salary Range:

$37,000.00 - $63,000.00

 

The annual base salary shown is for this position located in U