Lead Customer Success Specialist

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 Lead Customer Success Specialist provides a vital link between Exact Sciences customers, the Sales team, and the commercial operations group. The Lead Customer Success Specialist is responsible for maintaining a high standard of service with between the Customer Success Specialists and the Field Sales personnel. This role oversees the daily activities of the Customer Success Team as well as project-based assignments which enhance the customer experience.  This role is also responsible for supporting and resolving elevated situations which cannot be resolved by a Customer Success Specialist or Senior Customer Success Specialist.

This is a remote position, but requires the person to be within 60 miles of the following locations:

• Redwood City, CA
• Madison, WI
• Phoenix, AZ

Essential Duties

Include but are not limited to the following:

• Assist the Supervisor/Manager with leading the daily activities of the Customer Success team.
• Participate and contribute as an active member of the Customer Success Leadership team.
• Continuous improvement of the Sales Training Program for new sales representatives.
• Establish and maintain the Customer Success Specialist Training program.
• Mentor and train Customer Success team members.
• Provide leading support on all aspects of product knowledge, sample accessioning processes, billing, and clinical information in accordance with official Standard Operating Procedures for Customer Service. 
• Lead collaborative work groups within the Customer Service department to develop/improve department SOPs and process related work standards.
• Effectively resolve advanced and elevated order related issues by utilizing a holistic diagnostic approach to develop a proper course of action.
• Assist with effective communications across intra-department teams, with a primary focus in the daily activities and needs of the Customer Success Team.
• Review reports and/or dashboards on a regular basis to provide case resolution for assigned accounts.
• Superb follow-through skills and relationship management.
• Conflict resolution oriented and highly effective at overcoming obstacles.
• Professional telephone, email and instant message etiquette.
• Flexibility with respect to working hours as some shifts will require early morning arrivals to late evening departures to service national customer base.
• Ability to work designated schedule.
• Ability to work nights and/or weekends.
• Ability to work overtime as needed.
• Ability to lift up to 25 pounds for approximately 5% of a typical working day.
• Ability to work seated for approximately 90% of a typical working day.
• Ability to work standing for approximately 10% of a typical working day.
• Ability to work on a mobile device, tablet, or in front of a computer screen and/or perform typing for approximately 95% of a typical working day.
• 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.
• Regular and reliable attendance.
• Travel Requirements- Ability to travel 10% of working time away from work location, may include overnight/weekend travel.

Minimum Qualifications

• High school diploma or GED.
• 5+ years of related customer service experience.
• 3+ years of related sales support experience.
• Significant knowledge of MS Office Suite, particularly MS Excel, and customer service systems.
• Authorization to work in the United States without sponsorship.
• Demonstrated ability to perform the Essential Duties of the position with or without accommodation.

Preferred Qualifications

• Bachelor’s degree preferred.
• 3+ years of customer service experience in healthcare or clinical reference laboratory preferred.

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.

Not ready to apply? Join our talent community and stay up to date on what’s new at Exact Sciences.

We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to age, color, creed, disability, gender identity, national origin, protected veteran status, race, religion, sex, sexual orientation, and any other status protected by applicable local, state, or federal law. Any applicant or employee may request to view applicable portions of the company’s affirmative action program.

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.