Customer Success Representative, Data

At Tempus, we are committed to fostering a customer service culture rooted in servant-based leadership. Our team is dedicated to helping each other, advocating for our customers, and driving towards excellence in all that we do. We believe in putting the needs of our customers and patients first, ensuring that every interaction is handled with empathy, professionalism, and a genuine desire to make a positive impact. By working collaboratively and supporting one another, we strive to create an environment where everyone can thrive and deliver the highest quality of service.

What You'll Do:

• Serve as the front line in supporting researchers as they apply cutting-edge data science techniques to unique cancer datasets, while demonstrating a positive and professional image through phone and email communications.

• Successfully manage a high volume of client-facing interactions and establish strong, sustainable rapport with science, product, and engineering teams, sales representatives, and internal stakeholders.

• Manage issues from intake through resolution, working closely with internal technical teams to troubleshoot and track issues through closure.

• Conduct strategic outreach to ensure customers have the documentation and know-how to successfully find data of interest, get access to the data, and extract insights from it.  

• Provision or deprovision users in Lens software platform, following processes for management of access.

• 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 SOPs and document and/or escalate any deviations.

• Work cross-functionally to ensure we meet/exceed goals related to customer retention and (perceived + actual) turnaround time.

• Act as a link between external customers and internal operations, while demonstrating a positive and professional image through phone and email communications with customers.

• Provide phone and email support and education to customers about Tempus products and services.

• Assist in data delivery for Tempus-sequenced patients.

• Working shifts are 8 hours and range from 7am-7pm CST Monday through Friday.

Required Knowledge and Skills:

• Bachelor's degree in bioinformatics, computational biology, statistics, computer science, or related field, or 2+ years experience working with customers in a scientific setting.

• Exceptional customer service skills and strong interpersonal skills.

• Exceptional written and oral communication skills, with a high level of professionalism and enthusiasm.

• Ability to think fast, find answers, and respond quickly to customer issues, all with a polite, empathic, and professional voice and manner.

• Ability to understand and communicate scientific and/or technical information.

• Highly organized and systematic, with superb attention to detail and the ability to complete tasks with a high degree of accuracy.

• Show initiative and ability to work as part of a high-level team while working independently on mission-critical tasks.

• Proven ability to learn new skills quickly and adapt to new processes smoothly.

• Ability to work well under pressure and maintain a professional and positive demeanor.

• Adaptable to changing procedures, policies, and work environment.

• General office equipment and software knowledge and computer proficiency.