Manager of Customer Success, Inbound and Patient Teams

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 the CS inbound team
• Respond to emails and phone calls to ensure orders received can be processed expeditiously
• Ensure the team’s impact is progressing from basic customer service to delivering/ensuring customer success
• Ensure that we meet established Service Level Agreements
• 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
• Share best practices with other CS teams
• Act as an escalation point for our field sales team as needed
• Nurture an environment that creates a talent pool for other parts of the business, balanced by the need to grow and retain talent within CS 
• Liaise with cross functional groups (e.g., lab, sales, commercial, legal, product) to improve operations or resolve issues

Qualifications:

• Bachelor's degree required
• 3+ years of experience in customer care or customer experience, ideally in a leadership or healthcare role
• Exceptional customer service skills and strong interpersonal skills
• Ability to communicate effectively with patients, physicians, pathologists, and nurses by telephone and email
• 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
• Demonstrated problem resolution and decision-making skills 
• Persistent and resilient with a tenacious appetite for success

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