Associate, Operations & Customer Success

Passionate about precision medicine and advancing the healthcare industry?

Recent advancements in underlying technology have finally made it possible for AI to impact clinical care in a meaningful way. Tempus' proprietary platform connects an entire ecosystem of real-world evidence to deliver real-time, actionable insights to physicians, providing critical information about the right treatments for the right patients, at the right time.

The Associate, Operations & Customer Success plays a hybrid support and operations role focused on both delivering a strong customer experience and improving the systems that support it. This person will provide frontline support to Lens users while also driving operational efficiency through workflow automation, account and user monitoring, reporting, and process improvement. Reporting into the Operations team, this role will partner regularly with Product and client-facing teams to streamline workflows, surface engagement trends, and help inform business strategy through operational insights.

Responsibilities

• Own key aspects of the Lens account and user lifecycle, including account setup, user provisioning and deprovisioning, and ongoing account maintenance
• Serve as a frontline support resource for internal and external Lens users, managing and triaging requests across Slack, email, and Salesforce
• Provide timely support to clients and account teams, particularly where there is no dedicated Solution Architect or SciTech coverage
• Monitor and respond to inquiries in #lens-support, ensuring questions and issues are addressed or escalated appropriately
• Monitor accounts, users, and engagement metrics to identify trends, risks, and opportunities for follow-up or process improvement
• Build and improve reporting on active accounts, user activity, support trends, and engagement patterns to help inform team priorities and business strategy
• Identify, recommend, and help implement workflow improvements and automation opportunities to increase efficiency and reduce manual work
• Work behind the scenes in tools such as Jira, Looker, Slack, and related systems to investigate issues, support reporting, and improve operational workflows
• Partner closely with Product and client-facing teams to share user feedback, flag engagement trends, and improve the effectiveness of support and account operations
• Help maintain the Lens Help Center and related documentation to ensure resources remain accurate, useful, and up to date
• Track user feedback and support themes to help improve internal processes, product visibility, and the overall customer experience

Qualifications

• 1–3 years of experience in operations, customer success, support, business operations, or a related role
• Strong organizational skills with the ability to manage multiple workstreams and prioritize effectively
• Excellent written and verbal communication skills
• Analytical mindset with interest in metrics, reporting, and identifying trends in account or user behavior
• Comfort with process improvement and a willingness to identify and implement automation opportunities
• Technical curiosity and willingness to learn new systems and tools
• Experience using or willingness to work in tools such as Jira, Looker, Slack, Salesforce, and similar platforms
• Customer-focused, proactive, and detail-oriented approach
• Experience with documentation, help centers, or knowledge base maintenance is a plus

Chi: $67,000 - $83,000

The expected salary range above is applicable if the role is performed from Illinois and may vary for other locations (California, Colorado, New York). Actual salary may vary based on qualifications and experience. Tempus offers a full range of benefits, which may include incentive compensation, restricted stock units, medical and other benefits depending on the position.

We are an equal opportunity employer. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.