Customer Success Specialist, Provider

| Chicago, IL | Hybrid
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Passionate about precision medicine and advancing the healthcare industry?

Recent advancements in underlying technology have finally made it possible for AI to impact clinical care in a meaningful way. Tempus' proprietary platform connects an entire ecosystem of real-world evidence to deliver real-time, actionable insights to physicians, providing critical information about the right treatments for the right patients, at the right time.

We are looking for a customer relations expert that can connect with customers by phone weekly, resolve order related issues, obtain business critical information from care teams, and provide ongoing service/support to ensure customer experience with Tempus is seamless as business and offerings evolve. Responsible for delivering an exceptional customer experience, building deep relationships with customers, and driving customer retention and re-order rate.

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.

Required Skills

  • 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

Education & Experience:

  • 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


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Technology we use

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An Insider's view of Tempus AI

What’s the vibe like in the office?

The casual setting here in the Chicago office makes everyone less intimidating and more approachable. It's nice to be in an environment where our day-to-day work actually makes a difference, I feel valued. Tempus is also great at welcoming everyone with different backgrounds.

Alexis

Clinical Lab Associate

How do you collaborate with other teams in the company?

I collaborate with various hiring teams on a daily basis. Through weekly meetings, strategic planning, events, and messaging, hiring teams and I have built a collaborative hiring process and have become trusted partners to bring top talent to Tempus. We rely on honest communication, shared goals, and the right tools to set us up for success!

Emma

Recruiter

What makes someone successful on your team?

We value creativity in ideation, autonomy in execution, and a healthy tendency to always question the status quo.

Ash

Lead Data Scientist

What are some things you learned at the company?

One of the things that molded my growth was seeing how much thought goes into the decisions, and how much leadership seeks feedback from the people around them, to help understand the impact of decision-making. Just being a sponge in the room is inspiring. I adapted the styles of many leaders here and use that to create my own leadership style.

Anita

Laboratory Operations Manager

What are Tempus AI Perks + Benefits

Tempus AI Benefits Overview

Health Insurance
Dental Insurance
Vision Insurance
Life Insurance
Short-Term Disability Insurance
Flexible Spending Account
Commuter Benefits
Parental Leave
Charitable Matching Program
Employee Assistance Program (EAP)
Pet Insurance
Company Cafeteria with Breakfast, Lunch & Grab & Go Options
Stocked Kitchen with Snacks
On-Site Barista
Discounted Gym Membership
Discounted Divvy Membership
Diversity & Inclusion Initiatives
Team & Company Outings

Culture
Volunteer in local community
Open door policy
OKR operational model
Team based strategic planning
Pair programming
Open office floor plan
Employee resource groups
Employee-led culture committees
Hybrid work model
Flexible work schedule
Remote work program
Diversity
Highly diverse management team
Diversity employee resource groups
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Pet insurance
Wellness programs
Mental health benefits
Financial & Retirement
401(K)
Company equity
Charitable contribution matching
Child Care & Parental Leave Benefits
Generous parental leave
Family medical leave
Vacation & Time Off Benefits
Unlimited vacation policy
Generous PTO
All staff in Tempus’ laboratories are subject to Tempus’ separate laboratory PTO policies.
Paid volunteer time
Paid holidays
Paid sick days
Flexible time off
Bereavement leave benefits
Office Perks
Commuter benefits
Company-sponsored outings
Free snacks and drinks
Some meals provided
Company-sponsored happy hours
Onsite office parking
Recreational clubs
Relocation assistance
Meditation space
Mother's room
Onsite gym
Professional Development Benefits
Job training & conferences
Lunch and learns
Promote from within
Mentorship program
Continuing education available during work hours

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