[Remote] Customer Success Representative

Note: The job is a remote job and is open to candidates in USA. Tempus AI is advancing the healthcare industry through precision medicine and AI technology. They are seeking a Customer Success Representative to manage communications with partner labs, ensure customer satisfaction, and build strong relationships with various stakeholders.

Responsibilities

• Communicate directly with various members of partner labs to manage sample and document requests, triage order issues, and coordinate shipping and receiving
• Work cross-functionally (e.g., Customer Success, Sales, Lab) to ensure we meet/exceed goals related to customer retention and (perceived + actual) turnaround time
• Build and maintain effective relationships which create a high level of trust with laboratory employees, sales representatives, and internal stakeholders
• Use proactive problem-solving skills to create and offer solutions to customers of varying complexity
• Maintain frequent contact with sales and other externally-facing teams to ensure customer engagement efforts are aligned and provide relevant updates to internal teams in CS, Sales, CommOps, etc
• Respond to inquiries by phone, email, and in person quickly and professionally
• Identify and assess customer needs to achieve satisfaction

Skills

• 4 year college degree in Biological Sciences or similar, preferred
• Exceptional customer service skills and strong interpersonal skills
• Ability to communicate effectively with patients by telephone and email
• Ability to think fast, find answers, and respond quickly to customer issues, all with a polite, empathic, and professional voice and manner
• Highly organized and systematic, superb attention to detail and ability to complete tasks with a high degree of accuracy
• Show initiative and ability to work as part of a high-level team while working independently on mission-critical tasks
• Proven ability to learn new skills quickly and adapt to new processes smoothly
• General office equipment and software knowledge and computer proficiency

Benefits

• Tempus offers a full range of benefits, which may include incentive compensation, restricted stock units, medical and other benefits depending on the position.

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