Customer Success Specialist
Cancer IQ, United States
Job Description
As a Customer Success Specialist at CancerIQ, you will be the frontline of our engagement with healthcare professionals, ensuring they have the support and resources needed to effectively use our platform.
The Role and Responsibilities:
Account Management: Building and maintaining strong relationships with a portfolio of customers, understanding their unique needs and challenges, and ensuring they are deriving maximum value from CancerIQ solutions.
Feedback Loop: Acting as the voice of the customer within CancerIQ, gathering feedback, and working with product development and other teams to enhance our offerings and address customer needs.
Customer Advocacy: Identifying opportunities for customer advocacy, including case studies, testimonials, and referrals, which support the broader sales and marketing efforts.
Customer Onboarding and Training: Supporting new customers during the onboarding process, providing training and resources to ensure they are confident and proficient in using our solutions.
Ongoing Support: Offering ongoing support to customers, addressing any questions or issues they may have promptly and efficiently. This includes troubleshooting, providing updates, and ensuring customer satisfaction.
Additionally, you will be responsible for:
· Responding to customer requests with timely, accurate, and empathetic solutions.
· Monitoring customer health indicators, proactively identifying and addressing risks and opportunities for engagement.
· Collaborating with cross-functional teams to resolve customer issues and influence product improvements.
· Maintaining detailed records of customer interactions, feedback, and resolutions within our CRM system.
· Participating in the creation of customer success resources, such as help articles, tutorial videos, and FAQs.
The Ideal Candidate:
The ideal candidate for the Director of Customer Success at CancerIQ demonstrates a strong customer service orientation, with the ability to empathize with and advocate for our customers. The ideal candidate also exudes the following traits:
Communication Excellence: Exhibits excellent communication and interpersonal skills, capable of building strong relationships with customers of varying technical abilities and seniority levels.
Solution Seeker: Possesses problem-solving skills and technical aptitude, able to troubleshoot issues and provide clear, concise guidance.
Takes the Bull by the Horns: Is a motivated self-starter, able to work independently and as part of a team in a fast-paced, evolving environment.
Personal Passion: Shows a keen interest in healthcare, technology, and the impact of genetic information on cancer prevention and treatment.
Requirements
Requirements:
· Aligned and committed to CancerIQ’s mission to help healthcare providers use genetic information to predict, preempt, and prevent cancer across diverse populations.
· Bachelor's degree in a related field such as Healthcare Administration, Biology, Communications, or Business.
· 3-5 years of experience in customer success, support, or account management, preferably in the healthcare or technology sectors.
· Familiarity with CRM systems and customer success tools.
· Strong organizational skills and attention to detail.
Benefits
- Competitive pay and benefits (Health, Vision, Dental, HSA/FSA, EAP, 401-K)
- Travel amp; gym membership subsidies amp; commuter benefits
- Unlimited PTO
- Generous company paid holidays
- Passionate, high-energy culture with a team of people that are excited to get stuff done and make an impact
- Building things that save lives
CancerIQ is building a diverse and inclusive work environment. We welcome people of diverse backgrounds, experiences, abilities and perspectives. We are an equal opportunity employer and strive to cultivate a fast-paced, collaborative, laid back, rewarding space to work.