Sr Customer Success Mgr

The Senior Customer Success Manager maintains a long-term relationship with Natera’s customers to drive strong adoption of our products and programs. This is an ongoing customer relationship role, focused on increasing revenue while providing a solid continuum across all elements of the customer lifecycle. Experience in developing and growing client relationships is required. Individuals in this role are leading projects on the team, innovating on new ways to delight and excite clients, and are expected to have higher rates of client satisfaction, retention, and have the requisite skill required to turn lost/down clients around.  Understanding of varying operational workflows by the health system, and working knowledge of key process improvement principles.

ABOUT THE ROLE

• Be seen as a trusted advisor to all clinicians in your assigned region, as well as within your team.  Take on CSM ownership of key strategic accounts, health systems, and physician networks.  

• Lead team initiatives assigned by management and identify/drive innovative ways to improve customer experience and retention.  Creative and innovative thought on new ideas to resolve client issues and needs is required.

• Beat and exceed expectations set for key business metrics including csat, net promoter score, missing information rate, average selling price, and customer retention

• Act as the internal champion of the customer experience, bringing visibility to customer feedback and aligning the cross-functional efforts needed to improve the customer journey.  

• Lead field onboarding and related strategies across the CSM team, identifying and sharing best practices and training colleagues how to have maximum benefit.  Skilled in workflow observation and workflow modifications to integrate Natera’s products into the customer’s practice with ease.

• Map out any workflow issues with key stakeholders in advance of EMR implementation, LIMS setups, and Salesforce build outs.

• Act as the point person for any client complaint or escalation and see through resolution, assessing trends and identifying ways to attack and reduce root causes of escalations.  

• Partner with internal teams to identify and resolve issues that stop clinicians and patients from having a wow experience.  Identify new ways to introduce wow to our clients. 

• Take point on educating clients on billing requirements and collecting missing information that is preventing Natera from testing reimbursement, including missing insurance, missing medical records, missing ICD-10 codes, and missing prior authorization.  Ability to drive down missing information and improve average selling price

• Understand the end-to-end process for ordering, resulting, and billing, ensuring client workflows are built to sustain the complexity of the companies infrastructure.  

QUALIFICATIONS

• Bachelor’s degree or equivalent

• Minimum of 5 years of sales or support experience, of which 2+ years experience is in a customer success or client retention role

• Background in medical or biological sciences preferred

• Project management skills/experience desired

KNOWLEDGE, SKILLS, AND ABILITIES

• Proven track record of success in achieving and exceeding customer success goals

• Exceptionally bright, flexible, self-motivated, and results oriented with strong interpersonal and analytical skills

• Ability to think strategically as well as execute tactically

• Have a strong desire to work in a fast paced environment and must work independently with an internal drive to be successful

• Ability to lead and rally peers

• Strong team player with desire to celebrate all wins across the organization

• Excellent organizational and communication skills (written and verbal) with demonstrated ability to effectively present to both internal and external customers

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