Product Specialist for Health Tech Startup, Customer Success
Cancer IQ, United States
Job Description
The Company
CancerIQ’s technology makes it possible for providers to recognize and empower patients who have increased risk for cancer at scale. We enable providers to screen, assess and manage entire patient populations based on individual genetic risks. Our partnerships can improve quality of care and staff satisfaction, increase revenues and efficiencies, address social determinants of health, meet guidelines/requirements, and enhance customer loyalty.
Our mission strives to engage and educate patients, utilizing cutting-edge technologies to guide them through the complex, convoluted, and intimidating journey of cancer prevention.
The Role
Are you a recent graduate who has a passion for healthcare? Are you seeking an opportunity to expand patient access through the use of technology? Are you entrepreneurial and seeking a fast-changing environment? If so, then apply for the CancerIQ Product Specialist role.
As the entry-level customer-facing role at CancerIQ, the Product Specialist works in tandem with the Customer Success Manager to execute day-to-day activities that empower a provider to start, run, and grow its own in-house cancer risk program. To achieve this, the customer success team ensures each CancerIQ customer site is operating smoothly, achieving key performance metrics (KPI’s) and, as a result, is poised for growth.
For her/his assigned CancerIQ customers, the Product Specialist focuses on meeting the needs and exceeding the expectations of the customer’s users, through both initial onboarding/implementation and ongoing support. This could mean travelling to support a go-live in person, leading webinars, training users and working to become a trusted partner to the customer.
Working in a startup your responsibilities will be diverse. The Product Specialist will have opportunities to assist customers with research, create patient facing marketing materials, develop metric reports, tell stories with data, and assist in creating tickets for new product development.
Responsibilities
- Deliver initial and ongoing training of a customer’s Clinical staff - including physicians, genetic counselors, nurses, and office staff - on CancerIQ software and workflows
- Attend weekly, monthly and quarterly customer calls, and memorialize those calls within the CancerIQ HubSpot CRM
- Receive, respond to, resolve (in conjunction with CancerIQ’s product and product management teams) and memorialize a customer’s support request, including technical and process requests
- Build trust with each customer’s clinical staff
- Develop product expertise across the entire CancerIQ product portfolio
- Develop genetics expertise
- Adapt quickly to changing priorities and be on the front lines for new initiatives
- Willingness to pitch in and help any teams or colleagues in need
- Work with product and engineering team to escalate customer issues and requests while continuing to manage the ticket
- Assist customers in troubleshooting technology issues over the phone
- Identify and share customer needs for product team to prioritize
Requirements
- Holds a Bachelor’s degree, Life Sciences/Business/Health Administration degree preferred
- Has a track record of quickly and successfully absorbing a lot of information
- Has experience working within a healthcare environment - preferably, understands clinical environments and workflows
- Is passionate about genetics, cancer prevention, and increasing access to care
- Strong organization skills and attention to detail
- Excellent presentation, oral and written communication skills
- Is experienced with the Microsoft Office Suite (Excel, Word, PowerPoint, Outlook)
- Is willing to travel to on-site customer meetings for implementations and annual reviews - travel is estimated at 20%
Benefits
Cancer IQ's benefits include:
- Competitive pay and benefits (Health, Vision, Dental, HSA/FSA, EAP)
- Building things to save lives
- Passionate, high-energy culture with a team of people that are excited to get stuff done and make an impact
- Unlimited PTO
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.
Note: At CancerIQ, the safety and wellness of our employees is our top priority. To provide our employees with the support they may need to maintain their personal health and wellness, our office is open and available for employees who are interested in using it. CancerIQ employees have returned to the Chicago office with a hybrid on site/r