Associate Customer Success Manager - PO

Exact Sciences is dedicated to changing how the world prevents, detects, and guides treatment for cancer. The Associate Customer Success Manager supports core Customer Success activities, engages with internal and external groups, and contributes to enhancing customer experience through collaboration and process improvement.

Responsibilities:

• Support efforts to engage, retain, and grow the customer base by completing assigned tasks and following established processes
• Coordinate with the sales community and CSM by completing assigned alignment tasks that support targeted business objectives and strategic initiatives
• Assists in convening and coordinating cross-functional teams by preparing materials, scheduling meetings, and supporting the implementation of plans and process improvement activities
• Partner with internal teams by providing task-level support that helps enable business strategy and maintain consistency in execution
• Analyze account data by gathering information, performing routine data review, and escalating identified issues or trends to appropriate team members
• Strive to remain current on integrated delivery network (IDN) knowledge, disease states, competition, and outside influences by completing assigned research and sharing relevant findings with the team
• Demonstrate willingness to support activities outside functional boundaries to help understand and influence variables that impact the customer experience
• Demonstrate passion for providing a world-class service standard by consistently aligning work with the mission and values of Exact Sciences
• Ability to apply strong critical thinking and analytical skills
• Ability to be effective with time management, prioritization skills, and change management
• Ability to apply excellent communication skills, both written and verbal
• Ability to apply interpersonal and networking skills to drive successful relationship building
• 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
• Maintain regular and reliable attendance
• Ability to act with an inclusion mindset and model these behaviors for the organization
• Ability to work on a mobile device, tablet, or in front of a computer screen and/or perform typing for approximately 90% of a typical working day
• Ability to travel up to 15% of working time away from work location. May include overnight/weekend travel

Requirements:

• Bachelor's Degree in Life Sciences, Business Administration, Marketing or field as outlined in the essential duties; or High School Diploma or General Education Degree (GED) and 4 years of relevant experience in lieu of Bachelor's Degree
• Demonstrated ability to present ideas/data to internal and external customers in a way that produces understanding and impact
• Proficient with Microsoft Excel; ability to manipulate and summarize data, create pivot tables, and various charts
• Proficient with Microsoft PowerPoint; ability to create concise, clear presentations
• Demonstrated ability to work in a fast-paced, high-energy environment
• Demonstrated ability to perform the Essential Duties of the position with or without accommodation
• Applicants must be currently authorized to work in country where work will be performed on a full or part-time basis. We are unable to sponsor or take over sponsorship of employment visas at this time
• Ability to apply strong critical thinking and analytical skills
• Ability to be effective with time management, prioritization skills, and change management
• Ability to apply excellent communication skills, both written and verbal
• Ability to apply interpersonal and networking skills to drive successful relationship building
• 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
• Maintain regular and reliable attendance
• Ability to act with an inclusion mindset and model these behaviors for the organization
• Ability to work on a mobile device, tablet, or in front of a computer screen and/or perform typing for approximately 90% of a typical working day
• Ability to travel up to 15% of working time away from work location. May include overnight/weekend travel
• 4+ years of experience in customer service in a medical, healthcare or biotech field
• 2+ years of experience in project management role in a medical, healthcare, or tech field where organization and planning skills are essential
• Experience in hospital and health system operations and data needs
• Experience in process documentation and improvement initiatives