Customer Success Representative

Summary

Join Tempus, a leader in precision medicine, as a Customer Relations Expert! You will be a key point of contact for our provider and care team customers, managing a high volume of client interactions and building strong relationships. Your responsibilities include educating customers on Tempus products and services, resolving order issues, and ensuring a seamless customer experience. You will need strong communication and problem-solving skills, experience in a customer-facing role (preferably in healthcare or life sciences), and proficiency with customer support systems. This role offers the opportunity to contribute to a mission-driven company and make a real impact on healthcare.

Requirements

• Ability to understand and communicate scientific and/or technical information
• Ability to listen, interpret, and respond to customer questions, concerns or general inquiries
• Ability to work well under pressure and maintain a professional and positive demeanor
• Adaptable to changing procedures, policies and work environment
• Highly organized and systematic with superb attention to detail
• Strong time management skills and ability to complete tasks with speed and accuracy while ensuring customer satisfaction
• 4 year college degree
• 2+ years of experience in customer-facing role, preferably in Healthcare or Life Sciences
• Track record of exceptional customer service and interpersonal skills
• Proven initiative and ability to work towards high-level team goals while independently delivering on mission-critical tasks
• Experience with common customer support systems (CRM, phone and ticketing systems, email, Microsoft office) and other internal communication tools

Responsibilities

• Serve as a critical touchpoint between Tempus & our provider and care team customers while demonstrating a positive and professional image through phone and email communications
• Successfully manage high volume of client-facing interactions and establish strong, sustainable rapport
• Conduct strategic outreach with high frequency to ensure customers are educated on Tempus, understand Tempus products, services and processes; and have the supplies and information needed to successfully order tests, interpret results and leverage Tempus services to support best in class patient care
• Inform customers of information missing, but necessary to process a Tempus test and obtain information as quickly as possible to expedite processing
• Follow-up with customers to obtain information related to patient progress and outcomes to help build insights along the continuum of care
• Work with customers to triage order issues, both on a one-off basis and if Tempus notices any repeated trends
• Document all communication and maintain a database of client information in SFDC
• Use proactive problem solving skills to create and offer solutions to customers of varied complexity
• Follow all team SOP’s and document and/or escalate any deviations
• Work across the Customer Success team and cross-functionally to ensure we meet/exceed goals related to customer retention and (perceived + actual) turnaround time
• Maintain frequent contact with sales and other externally facing teams to ensure customer engagement efforts are aligned
• Provide relevant updates to internal teams in CS, Sales, CommOps, etc