Supervisor, Customer Success

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At Exact Sciences, we’re helping change how the world prevents, detects and guides treatment for cancer. We give patients and clinicians the clarity needed to make confident decisions when they matter most. Join our team to find a purpose-driven career, an inclusive culture, and robust benefits to support your life while you’re working to help others.

Position Overview

The Supervisor, Customer Success, is responsible for assisting the Manager with all operational, and administrative processes associated with the Customer Success Team at Exact Sciences.  A primary responsibility of this position is to assist in developing a world class Customer Success model that is both focused and highly responsive to our customer needs.  In additional the Supervisor must promulgate and enforce the customer service policies and procedures Exact Sciences in a reference lab environment.

The Supervisor, Customer Success, will oversee the activities of the Customer Success Specialists (CSS); participate in the development and administration of customer service policies and procedures to ensure consistent, high quality customer service and satisfaction; troubleshoot and resolve non-routine customer complaints; resolve any problems with incoming test requests, delivery dates or service and monitor our customers (internal/external) to ensure world class customer service throughout.

This position is hybrid with 3 days onsite weekly.

Essential Duties

include but are not limited to the following:

• Work with the Manager in the development and implementation of a world class Customer Success model that is ahead of the curve, anticipates changes in customer needs, is prepared to expand quickly/efficiently and is consider the best in the industry.
• Manage all sales related service and support activities, including responses to incoming phone and email inquiries and elevates critical issues to the attention of the Manager when needed. 
• Assist as needed in the Sales Training Program for new sales representatives.
• Attend and support regional sales calls and meetings.
• Ensure that all activities within the Customer Success organization are being performed and documented within established SOPs and best practices.
• Work closely with the Customer Care Management Team to develop efficiencies between all teams and ensure that SOPs and best practices are met daily.
• Represent the Customer Care organization in inter-departmental meetings focused on sustaining business operations.
• Responsible for monitoring daily call flow, average speed to answer and abandonment rates using the call management system.
• Participate in Quality Program to ensure quality service is provided to all customers and document performance of staff in the areas of courteousness, knowledge, efficiency, and promptness.  
• Assist with overflow calls & provide back-up support as necessary during staff vacations, training, and offsite activities.
• Supervise staff; including, but not limited to, organize, and prioritize work, write/conduct performance reviews, train/develop, and manage work performance.
• Communicate goals clearly to employees to ensure understanding and success in achieving them.
• Motivate and inspire employees to do their best work through coaching.
• Maintain morale and support employee engagement initiatives.
• In-depth understanding of clinical data and ability to convey sales and marketing messages.
• Exceptional customer service and communication skills and ability to incorporate customer and manager input.
• Sound business problem-solving skills with proven relationship building experience.
• Works on problems of diverse scope where analysis of data requires evaluation of identifiable factors.
• Ability to handle multiple projects at the same time but remain organized, strong sense of urgency for schedules.
• Ability to receive little instruction on day-to-day work, general instructions on new assignments.
• Ability to leverage networking relationships across organization.
• 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.
• Regular and reliable attendance.
• Ability to work on a computer and phone simultaneously.
• Ability to use a telephone through a headset.
• Ability to work on a mobile device, tablet, or in front of a computer screen and/or perform typing for approximately 85% of a typical working day.
• Ability to spend considerable periods of time may be spent concentrating and or analyzing data.
• Ability to travel 40% of working time away from work location, may include overnight/weekend travel.

Minimum Qualifications

• Bachelor’s degree in business administration, science, or related field; or high school degree/general education diploma and 4 years of relevant customer service experience in lieu of Bachelor’s degree.
• 4+ years of related customer service experience.
• 2+ of people management or leadership experience.
• Demonstrated ability of good judgment in selecting methods and techniques for obtaining solutions.
• Significant knowledge of Word, Excel, SharePoint, and Outlook, and Customer Service systems.
• Authorization to work in the United States without sponsorship.
• Demonstrated ability to perform the Essential Duties of the position with or without accommodation.

Preferred Qualifications

• 4+ years of related customer service experience in healthcare or clinical reference laboratory.
• Previous sales support or customer success experience.

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Salary Range:

$74,000.00 - $118,000.00

The annual base salary shown is for this position located in US - WI - Madison on a full-time basis and may differ by hiring location. In addition, this position is bonus eligible, and is eligible to receive company stock upon hire as well as annually.

Exact Sciences is proud to offer an employee experience that includes paid time off (including days for vacation, holidays, volunteering, and personal time), paid leave for parents and caregivers, a retirement savings plan, wellness support, and health benefits including medical, prescription drug, dental, and vision coverage. Learn more about our benefits.

Our success relies on the experiences and perspectives of a diverse team, and Exact Sciences fosters a culture where all employees can develop personally and professionally with a sense of respect and belonging. If you require an accommodation, please contact us here.

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We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to age, color, creed, disability, gender identity, national origin, protected veteran status, race, religion, sex, sexual orientation, and any other status protected by applicable local, state, or federal law. Any applicant or employee may request to view applicable portions of the company’s affirmative action program.

To view the Right to Work, E-Verify Employer, and Pay Transparency notices and Federal, Federal Contractor, and State employment law posters, visit our compliance hub. The documents summarize important details of the law and provide key points that you have a right to know.