Customer Success Specialist, Provider at Tempus

| Chicago
Sorry, this job was removed at 12:05 p.m. (CST) on Tuesday, July 7, 2020
Find out who's hiring in Chicago.
See all Operations jobs in Chicago
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.

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.

We are looking for a customer relations expert that can connect with customers by phone weekly, resolve order related issues, obtain business critical information from care teams, and provide ongoing service/support to ensure customer experience with Tempus is seamless as business and offerings evolve. Responsible for delivering an exceptional customer experience, building deep relationships with customers, and driving customer retention and re-order rate.

Responsibilities:

  • Serve as a critical touchpoint between Tempus & our provider and care team customers while demonstrating a positive and professional image through phone and email communications
  • Successfully manage high volume of client-facing interactions and establish strong, sustainable rapport 
  • Conduct strategic outreach with high frequency to ensure customers are educated on Tempus, understand Tempus products, services and processes; and have the supplies and information needed to successfully order tests, interpret results and leverage Tempus services to support best in class patient care
  • Inform customers of information missing, but necessary to process a Tempus test and obtain information as quickly as possible to expedite processing
  • Follow-up with customers to obtain information related to patient progress and outcomes to help build insights along the continuum of care
  • Work with customers to triage order issues, both on a one-off basis and if Tempus notices any repeated trends
  • Document all communication and maintain a database of client information in SFDC
  • Use proactive problem solving skills to create and offer solutions to customers of varied complexity
  • Follow all team SOP’s and document and/or escalate any deviations 
  • Work across the Customer Success team and cross-functionally to ensure we meet/exceed goals related to customer retention and (perceived + actual) turnaround time
  • Maintain frequent contact with sales and other externally facing teams to ensure customer engagement efforts are aligned
  • Provide relevant updates to internal teams in CS, Sales, CommOps, etc.

Required Skills

  • Ability to understand and communicate scientific and/or technical information 
  • Ability to listen, interpret, and respond to customer questions, concerns or general inquiries
  • Ability to work well under pressure and maintain a professional and positive demeanor
  • Adaptable to changing procedures, policies and work environment
  • Highly organized and systematic with superb attention to detail
  • Strong time management skills and ability to complete tasks with speed and accuracy while ensuring customer satisfaction

Education & Experience:

  • 4 year college degree
  • 2+ years of experience in customer-facing role, preferably in Healthcare or Life Sciences 
  • Track record of exceptional customer service and interpersonal skills
  • Proven initiative and ability to work towards high-level team goals while independently delivering on mission-critical tasks
  • Experience with common customer support systems (CRM, phone and ticketing systems, email, Microsoft office) and other internal communication tools
Read Full Job Description
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.

Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavascriptLanguages
    • PythonLanguages
    • SqlLanguages
    • AWSLanguages
    • ReactLibraries
    • ReduxLibraries
    • Node.jsFrameworks
    • Microsoft SQL ServerDatabases
    • MySQLDatabases
    • PostgreSQLDatabases
    • SQLiteDatabases
    • tableuAnalytics
    • JIRAManagement
    • SalesforceCRM

Location

600 WEST CHICAGO AVENUE, Chicago, IL 60654

An Insider's view of Tempus

What makes someone successful on your team?

We value creativity in ideation, autonomy in execution, and a healthy tendency to always question the status quo.

Ash

Lead Data Scientist

What are Tempus Perks + Benefits

Culture
Volunteer in local community
Friends outside of work
Eat lunch together
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Onsite Gym
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Volunteer Time
Paid Holidays
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Some Meals Provided
Happy Hours
Relocation Assistance
Fitness Subsidies
Professional Development Benefits
Diversity Program
Lunch and learns
Promote from within
Time allotted for learning
More Jobs at Tempus48 open jobs
All Jobs
Data + Analytics
Design + UX
Dev + Engineer
HR
Legal
Operations
Product
Sales
Content
Sales
new
Chicago
Data + Analytics
new
Chicago
Operations
new
Chicago
Operations
new
Chicago
Developer
new
Chicago
Operations
new
Chicago
Developer
new
Chicago
Data + Analytics
new
Chicago
Product
new
Chicago
Developer
new
Chicago
Developer
new
Chicago
Developer
new
Chicago
Developer
new
Chicago
Developer
new
Chicago
Product
new
Chicago
Operations
new
Chicago
Data + Analytics
new
Chicago
Product
new
Chicago
Developer
new
Chicago
Developer
new
Chicago
Content
new
Chicago
Developer
new
Chicago
Design + UX
new
Chicago
Operations
new
Chicago
Data + Analytics
new
Chicago
Data + Analytics
new
Chicago
Data + Analytics
new
Chicago
Developer
new
Chicago
Developer
new
Chicago
Operations
new
Chicago
Data + Analytics
new
Chicago
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.
Save jobView Tempus's full profileSee more Tempus jobs