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.
The Manager of CS inbound and patient teams will lead our dedicated and talented CS colleagues who are focused on serving our oncology providers and their patients. The manager will work with teams across Tempus to deliver excellent customer experience to our customers.
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, following through with stakeholders and contributing teams– Lab, Marketing, Legal, etc to improve our customer experience
- 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 that need to be made, adapting our current data model along the way as needed.
- Focus on establishment and maintenance of strong relationships with key clients, addressing specific regional client needs, proactively identifying opportunities for improving service delivery.
Qualifications:
- Bachelor's degree required
- 5+ years of experience in customer success, customer experience or a client facing role, ideally with people management experience
- 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
