Manager, Customer Success - Inbound and Patient Teams

August 22

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Tempus Labs, Inc.

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Tempus is advancing data-driven precision medicine with the practical application of AI in healthcare. It’s About Time.

1001 - 5000

Description

• 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

Requirements

• 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