Enterprise Customer Success Manager at Health Tech Startup

| Chicago
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CancerIQ’s technology makes it possible for providers to recognize and empower patients who have increased risk for cancer at scale. Offering patients cancer risk assessment, genetic counseling and genetic testing is the right thing to do, but most hospitals (cancer centers, breast centers and women’s health providers) simply don’t have the time or the resources to do it. CancerIQ’s unique technology enables providers to screen, assess and manage entire patient populations based on individual genetic risks. That means they can prevent deadly, early-onset cancers.

Providers who partner with CancerIQ can also improve quality of care and staff satisfaction, increase revenues and efficiencies, address social determinants of health, meet guidelines/requirements, and enhance customer loyalty.

The Enterprise Customer Success Manager oversees the post-contract activities for several complex enterprise accounts. They are responsible for effectively managing all aspects of client product delivery including but not limited to scoping and design, workflow analysis, technical setup, implementation/training, follow-up, reporting, and outcome analysis. He/she works directly with the Customer Economic Buyer to ensure that customer needs are identified and satisfied, that expectations are met and exceeded and that customers understand value delivered through the solution. He/she acts as a trusted adviser to key customer stakeholders and proactively identifies opportunities for expansion and optimization. Internally, this position contributes to the development of best practices and mentors teammates in their growth and development.

Responsibilities

This includes but is not limited to:

Account Growth

  • Manage and be responsible for the economic buyer relationship with each assigned CancerIQ enterprise
  • Identify and empower “Clinical Evangelists” in order to accelerate CancerIQ expansion throughout large health systems
  • Tailor standard QBR presentations & develop case studies of success in alignment to customer goals and expansion opportunities
  • Lead a renewal process covering planning, forecasting and execution
  • Grow the value of CancerIQ’s customer base via high levels of renewal and account expansion

Implementation & Project Management

  • Serve as the primary contact for the onboarding of new customers, defining program goals, and oversee implementation
  • Enable successful roll-out of CancerIQ, including sharing and developing relevant creative assets, brainstorming ideas, and attending launches virtually or in person.
  • Build relationships with lab reps to further support and execute deployment of solution
  • Utilize HubSpot CRM to log customer communication, manage site onboarding, and renewal/upsell pipeline

Trusted Advisor

  • Help customers succeed in their business goals by partnering on optimization projects, outcomes analysis, and account expansion
  • Deliver commercial teaching presentations to share best practices and encourage development of high-risk program
  • Constantly evaluate account health using quantitative and qualitative factors, then spring into action to address flagging accounts
  • Demonstrate product expertise across the entire CancerIQ product portfolio, and strive to use that knowledge to make customers successful in their businesses
  • Build trust with customers’ business staff in order to secure references, referrals, case studies, etc.

Start Up Skills

  • Create policies and procedures that optimize the customer experience
  • Wear multiple hats and pitch in to help the organization meet both customer and investor goals
  • Can effectively cope with change, shift gears comfortably, and act without having the total picture

Requirements

Customer Success Manager - Requirements:

  • Has 5-10 years of Customer Success experience for a healthcare technology, EHR, or technical B2B software solution. In an early or growth stage SaaS software company preferred.
  • Bachelor's degree or equivalent experience, Business/Genetics/Health Administration preferred.
  • Experience working with large enterprise customers and successfully increasing the lifetime value of the contract
  • Is exceptional at solving problems in an independent and data-driven manner. Ability to translate data into insights.
  • Excellent project management skills to track large, complex software implementations across multiple customer sites
  • Exceptional communication skills, highly organized, collaborative and detail oriented
  • Understanding of clinical environments and workflows preferred
  • Is experienced with the Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)
  • Is passionate about genetics, women’s health, and CancerIQ’s mission to improve healthcare through technology

*****Is willing to travel to on-site customer meetings for implementations and annual reviews - travel is estimated at 30%****

Benefits

Cancer IQ's benefits include:

  • Opportunity to work in the cutting edge field of genetics and genomics
  • Ability to build relationships with the healthcare C-suite, and top executives at CancerIQ's multi-billion dollar strategic partners
  • Health insurance, commuter benefits, 401k, unlimited PTO
  • Full access to our fully equipped onsite gym
  • Laid back work environment, conveniently located in River North
  • Become part of a dynamic team of fun, young professionals
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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavascriptLanguages
    • PythonLanguages
    • RubyLanguages
    • RustLanguages
    • ElixirLanguages
    • ReactLibraries
    • ReduxLibraries
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • PhoenixFrameworks
    • PostgreSQLDatabases
    • Aha!Management
    • HubSpotCRM

Location

In the River North neighborhood that offers an authentic live-work-play lifestyle. It's right across from the Red Line, plenty of bars and restaurants

An Insider's view of CancerIQ

What’s the vibe like in the office?

We all believe in our product and want to see it succeed, which means we're always pushing the boundaries of healthcare and of ourselves. We work fast and encourage each other, so we learn fast. Here you can propose an idea, see it built and launch it, which you don't get at a larger organization. In my first 6 weeks I released a brand new product!

Hilary Mohs

Product Manager

What does your typical day look like?

I get to sell to people that are excited to hear from me. Our product solves a problem for everyone - including our sales channel partners that I get to interact with and learn from. From drafting proposals & negotiating terms to providing feedback on product & marketing ideas - it's never a dull moment at CancerIQ

Annie Stoik

Account Executive

How has your career grown since starting at the company?

I initially joined to get some practical experience before going to grad school for genetic counseling. While observing workflow and supporting clinical users, I fell in love with CancerIQ's user-centered design process and never wanted to leave. I'm now transitioning to the product team and look forward to a career in product management.

Sadie Freedman

Product Specialist

What is your vision for the company?

Our vision is to be a product-focused, "apple" of the health tech world that is able to build products that make the most complex concepts in genomics easy to understand and apply in everyday care. Sadly there are few healthcare solutons that are simple, elegant, and informative enough that doctors and patients will actually love

Haibo Lu

VP of Product & Customer Success

What kinds of technical challenges do you and your team face?

Healthcare data, specifications, and interfaces tend to be archaic and non-standard across healthcare systems. Developing a modern platform that is inter-operable with old systems requires designing and building around inherent complexities through careful domain-driven modeling, flexible micro-services, and sophisticated adapters.

Chris Bun

Chief Technology Officer

What are CancerIQ Perks + Benefits

CancerIQ Benefits Overview

CancerIQ provides are variety of perks that include but are not limited to
*Unlimited vacation policy
*Onsite gym
*Flexible working schedules
*Opportunities for career development and Job Training resources
*Eligibility for performance bonuses
*Commuter benefits

Culture
Eat lunch together
Team owned deliverables
Team based strategic planning
Pair programming
Open office floor plan
Diversity
Highly diverse management team
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Dental Benefits
Vision Benefits
Health Insurance Benefits
Onsite Gym
CancerIQ's onsite gym boasts of free membership available to all employees, accessible during working hours and after.
Retirement & Stock Options Benefits
401(K)
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Our remote work program includes work from home Work remotely 1 day per week.
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Game Room
Happy Hours
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Promote from within
Customized development tracks
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