Manager, Oncology Customer Success

Natera is a global leader in cell-free DNA testing dedicated to oncology, women’s health, and organ health. The Manager, Customer Success will lead a team of Customer Success Managers, oversee operations, and enhance the customer experience while identifying opportunities for revenue generation.

Responsibilities:

• Oversee day-to-day operations of the Customer Success Managers. May also require maintaining their own region for Customer Success in times of coverage
• Partner with various sales partners to ensure CSMs have a key alignment with sales
• Develop the team as a distinct entity from the other CSM departments in order to align with business goals
• 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
• Act as the point person for any client complaint or escalation and see through resolution
• Beat and exceed expectations set for key business metrics including csat, net promoter score, missing information rate, average selling price, and customer retention
• Assist in team deployment of quarterly initiatives and new policies & procedures
• Use good judgment in communication regarding department and/or employee concerns
• This role works with PHI on a regular basis both in paper and electronic form and have an access to various technologies to access PHI (paper and electronic) in order to perform the job
• 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
• Must maintain a current status on Natera training requirements
• Employee must pass post offer criminal background check

Requirements:

• 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
• 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
• Effective time management skills required with a demonstrated ability to assess and prioritize
• Proficient in Microsoft PowerPoint and Excel; Gmail; Salesforce.com
• 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
• Must maintain a current status on Natera training requirements
• Employee must pass post offer criminal background check