divh2Help Us Change Lives/h2pAt Exact Sciences, were 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 youre working to help others./ph3Position Overview/h3pThe Customer Success Manager (CSM) is responsible for providing account management services and support to targeted customers. This role actively engages with customers to offer the highest level of customer service and develop collaborative long-term relationships. This position will also provide project leadership and support, cross-functional process coordination, and targeted data stewardship activities./ppIn addition, the CSM will prioritize continuous process improvement with a focus on efficiencies and optimizing the customer experience. These responsibilities will require effective cross-functional collaboration, including, but not limited to, sales organization, strategic accounts, client support and implementation services, market access, commercial operations, and the revenue cycle teams to monitor and optimize the customer experience of these strategic accounts. It is imperative that the CSM possess exemplary customer service skills and demonstrated ability to work independently, communicate effectively, and function productively as a member of the Exact Sciences team./ppThis is a remote or onsite position, with travel required./ph3Essential Duties/h3pInclude, but are not limited to, the following:/pulliExclusive to the Screening Business Unit, dedicated point of contact for health system inquiries and escalations, including identification and prioritization of workflow issues and workflow improvements./liliCommitted to the engagement, retention, and growth of the customer base./liliCoordination with the sales community to align on targeted business objectives and lead sales and strategic initiatives./liliConvene, coordinate, and facilitate the collaboration of cross functional teams to develop, refine, and implement plans and solutions related to strategic program or process improvement initiatives./liliDevelop and implement ordering protocols and product adoption programs, partnering with these customers to meet institution-based objectives such as patient care standards./liliPartner with internal teams to implement and deliver on customer experience enhancement solutions, including EMR integration./liliAnalyze account data and metrics to monitor the overall health of targeted accounts and identify and respond to changing clinical and operational issues and challenges./liliCollect, categorize, and prioritize feedback from internal and external customers./liliStrive to remain current on integrated delivery network (IDN) knowledge, disease states, competition, and outside influences that impact our business and help identify emerging opportunities./liliWillingness to step outside functional boundaries to understand and influence variables that impact the customer experience./liliPassionate about providing world-class service standard and align with the mission and values of Exact Sciences./liliInfluence, guide, and support peers in achieving their individual goals./liliApply in-depth understanding of clinical data and ability to convey sales and marketing messages./liliAbility to apply strong critical thinking and analytical skills./liliAbility to be effective with time management, prioritization skills, and change management./liliAbility to apply excellent communication skills, both written and verbal./liliAbility to apply interpersonal and networking skills to drive successful relationship building./liliAbility to effectively manage multiple projects simultaneously in a dynamic, deadline-driven environment./liliUphold company mission and values through accountability, innovation, integrity, quality, and teamwork./liliSupport and comply with the companys Quality Management System policies and procedures./liliMaintain regular and reliable attendance./liliAbility to act with an inclusion mindset and model these behaviors for the organization./liliAbility to work on a mobile device, tablet, or in front of a computer screen and/or perform typing for approximately 90% of a typical working day./liliAbility to lift up to 10 pounds for approximately 5% of a typical working day./liliAbility to travel up to 20% of working time away from work location, may include overnight/weekend travel./li/ulh3Minimum Qualifications/h3ulliBachelors Degree in Life Sciences, Business Administration, Marketing or field as outlined in the essential duties; or High School Diploma or General Education Degree (GED) and 4 years of relevant experience in lieu of Bachelors Degree./lili4+ years of experience in customer service in a medical, healthcare or biotech field./lili2+ years of experience with customer relationship management systems./liliDemonstrated ability to present ideas/data to internal and external customers in a way that produces understanding and impact./liliProficient with Microsoft Excel; ability to manipulate and summarize data, create pivot tables, and various charts./liliProficient with Microsoft PowerPoint; ability to create concise, clear presentations./liliDemonstrated ability to work in a fast-paced, high-energy environment./liliDemonstrated ability to perform the Essential Duties of the position with or without accommodation./liliApplicants must be currently authorized to work in country where work will be performed on a full or part-time basis. We are unable to sponsor or take over sponsorship of employment visas at this time./li/ulh3Preferred Qualifications/h3ulli2+ years of experience in a project management role in a medical, healthcare, or tech field where organization and planning skills are essential./lili5+ years of experience in customer service in a medical, healthcare or biotech field./liliExperience in hospital and health system operations and data needs./liliExperience in process documentation and improvement initiatives./li/ulpSalary Range: $57,000.00 - $102,000.00 The annual base salary shown is for this position located in US - WI - Madison on a full-time basis. In addition, this position is bonus eligible./ppExact 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./ppOur 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./ppNot ready to apply? Join our Talent Community to stay updated on the latest news and opportunities at Exact Sciences./ppWe are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to disability, protected veteran status, and any other status protected by applicable local, state, or federal law./ppTo 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./p/div