Tempus Labs, Inc. is hiring a
Manager of Customer Success

Summary

The job involves managing a team of 9-12 individuals in the CS department, leading strategic process improvements, and focusing on establishing and maintaining strong relationships with key clients. A Bachelor's degree and 5+ years of experience in customer success or client-facing roles are required, with healthcare experience being a plus.

Requirements

• Bachelor's degree required
• 5+ years of experience in customer success, customer experience or a client facing role, ideally with people management experience

Responsibilities

• Lead a team of 9-12 individual contributors
• Manage the team through hiring, training, performing annual reviews, recognizing performance, coaching, and corrective action
• Measure, report, and update key performance metrics
• Audit operations to ensure timeliness and accuracy
• Collaborate with other CS teams and leaders for departmental improvements
• Act as an escalation point for our field sales team as needed
• Lead strategic process improvement efforts
• Identify potential product builds needed to scale and partner with Product team to ensure that updates are prioritized appropriately
• Use a data driven approach to identify individual and team performance adjustments
• Focus on establishment and maintenance of strong relationships with key clients, addressing specific regional client needs, proactively identifying opportunities for improving service delivery

Preferred Qualifications

• Healthcare experience is a plus
• Analytically minded is key; experience with Looker and SFDC is a strong plus
• Highly organized and systematic, superb attention to detail and ability to complete tasks with a high degree of accuracy
• Ability to develop and maintain strong relationships, both internally across departments and externally with clients, partners, and vendors
• Strong bias for action, persistency, and resilience in a competitive marketplace