Associate Customer Success Manager - PO

Help us change lives

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 Associate Customer Success Manager (ACSM)  supports core Customer Success activities by assisting with daily tasks that contribute to a positive customer experience.  This role actively engages with internal and external groups to offer the highest level of customer service and develop collaborative long-term relationships. The ACSM follows established processes and contributes to continuous improvement efforts by identifying opportunities to enhance efficiency and optimize the customer experience.

The ACSM works closely with cross-functional teams including Sales, Strategic Accounts, Customer Success Managers, Client Support and Implementation Services, Market Access, Commercial Operations and Revenue Cycle to help monitor and maintain a consistent customer experience. Success in this role requires strong customer service skills, effective communication, reliability, and the ability to work both independently on assigned tasks and collaboratively as a member of the Exact Sciences team.

Essential Duties

Include, but are not limited to, the following:

• Support efforts to engage, retain, and grow the customer base by completing assigned tasks and following established processes.
• Coordinate with the sales community and CSM by completing assigned alignment tasks that support targeted business objectives and strategic initiatives.
• Assists in convening and coordinating cross-functional teams by preparing materials, scheduling meetings, and supporting the implementation of plans and process improvement activities.
• Partner with internal teams by providing task-level support that helps enable business strategy and maintain consistency in execution.
• Analyze account data by gathering information, performing routine data review, and escalating identified issues or trends to appropriate team members.
• Strive to remain current on integrated delivery network (IDN) knowledge, disease states, competition, and outside influences by completing assigned research and sharing relevant findings with the team.
• Demonstrate willingness to support activities outside functional boundaries to help understand and influence variables that impact the customer experience.
• Demonstrate passion for providing a world-class service standard by consistently aligning work with the mission and values of Exact Sciences.
• Ability to apply strong critical thinking and analytical skills.
• Ability to be effective with time management, prioritization skills, and change management.
• Ability to apply excellent communication skills, both written and verbal.
• Ability to apply interpersonal and networking skills to drive successful relationship building.
• 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.
• Maintain regular and reliable attendance.
• Ability to act with an inclusion mindset and model these behaviors for the organization.
• Ability to work on a mobile device, tablet, or in front of a computer screen and/or perform typing for approximately 90% of a typical working day.
• Ability to travel up to 15% of working time away from work location. May include overnight/weekend travel.

Minimum Qualifications

• Bachelor’s Degree in Life Sciences, Business Administration, Marketing or field as outlined in the essential duties; or High School Diploma or General Education Degree (GED) and 4 years of relevant experience in lieu of Bachelor’s Degree.
• Demonstrated ability to present ideas/data to internal and external customers in a way that produces understanding and impact.
• Proficient with Microsoft Excel; ability to manipulate and summarize data, create pivot tables, and various charts.
• Proficient with Microsoft PowerPoint; ability to create concise, clear presentations.
• Demonstrated ability to work in a fast-paced, high-energy environment.
• Demonstrated ability to perform the Essential Duties of the position with or without accommodation.
• Applicants must be currently authorized to work in country where work will be performed on a full or part-time basis. We are unable to sponsor or take over sponsorship of employment visas at this time.

Preferred Qualifications

• 4+ years of experience in customer service in a medical, healthcare or biotech field
• 2+ years of experience in project management role in a medical, healthcare, or tech field where organization and planning skills are essential.
• Experience in hospital and health system operations and data needs.
• Experience in process documentation and improvement initiatives.

Salary Range:

$54,000 - $80,000 (National Salary Range)
$61,000 - $91,000 (California Salary Range)

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 disability, protected veteran status, and any other status protected by applicable local, state, or federal law.

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.