Myriad Genetics, Inc.

  • Associate Manager, Customer Success

    Location US-CA-SOUTH SAN FRANCISCO
    Posted Date 2 months ago(11/28/2018 8:15 AM)
    Job ID
    2018-7714
    Name
    Myriad Women's Health
  • Overview

    As Associate Manager of Customer Success, you will report to Director Customer Success and lead a team of six Customer Success Managers (aka Customer Success Managers) who are deeply knowledgeable about Counsyl’s systems and products and have a good grasp of how to best manage expectations from complex customer accounts. Your team will have a specific set of accounts assigned to them and will support them alongside the account’s sales representatives.  You will be the head of the group, ensuring that all CSMs are appropriately trained, staffed and performing to the highest standards.  

    In addition to managing individual contributors on this team, you will be the primary voice for the account management function and will work directly with all functions at Counsyl and will interact frequently with Commercial Leadership. You will also run point on Counsyl’s holiday staffing effort as well as manage a regularly scheduled call to align operational needs between our strategic account executives and representatives from other functions to best support scalable, effective operations.

    This role requires a leader who is extremely versatile and passionate about driving a positive employee and customer experience. The Manager, Customer Success must be comfortable guiding their team towards being available, providing first contact resolution, ensuring that follow up is completed in a timely fashion, and messaging out improvements or changes that can help the field teams, our customers and enhance efficiency in a positive way.  

    You will be a key liaison between the field team and HQ based teams who support our customers: translating field needs into actionable improvements via system enhancements, changes to SOPs or through enhancements to training (both training for the field and HQ teams).

    This person must have an in-depth understanding of the systems their team uses as well as the operations of Counsyl to provide thoughtful solutions to issues and input on potential opportunities that present themselves to Counsyl and require support.

    This leader must utilize data to appropriately allocate their resources, drive operating efficiency, report to upper management and continuously improve the experience for our customers. This leader will aid in monitoring our field team health metrics and determine new ways to track and measure sales satisfaction.

    This leader must support their team in finding solutions to concerns raised on behalf of providers and patients. This leader must be adept at de-escalating issues and reinforcing a positive experience for all Counsyl customers.

    Responsibilities

    Achieve department objectives through effective communication of goals and driving accountability with CS and other cross-functional teams
    Improve operational processes to support scalability (within CS and externally)
    Work with other stakeholders to effectively manage, deploy and maintain strategic projects under management.
    Manage, support and grow an effective culture for the team and promote personal and team professional development
    Prepare reports and presentations related to business responsibilities in a timely and accurate manner.
    Resolve highest level customer experience escalations.
    Actively participate with leadership in running the business effectively and profitably.
    Carries out duties in compliance with established business policies.

    Qualifications

    • A Bachelor's degree. Master’s degree or equivalent experience a plus. Project Management certification or coursework a plus
    • 5+ years in a Commercial leadership position or customer experience role. Experience in the life sciences industry preferred.
    • Experience with Salesforce and Service Cloud, JIRA and Confluence
    • Extensive knowledge of customer needs assessment and how to manage customer relationship effectively; experience delivering consistent service to internal and external stakeholders; account management in healthcare and life sciences a plus
    • Extremely comfortable and effective at engaging customers remotely and face-to-face
    • Proven ability to deliver on performance metrics for your team with the ability to connect activity based work with Commercial wins
    • Advanced organizational skills with the ability to handle multiple assignments
    • Proven ability to lead by example and foster mentoring relationships
    • Outstanding verbal, written and presentation skills - ability to effectively tailor messages to different audiences
    • Ability to create momentum within the organization and manage change effectively
    • Alignment to Counsyl’s vision and core values
    • Passion for creating a unique, positive, easy and fun learning experience for all customers
    • Travel as required

    About Our Company

    Myriad Women’s Health, is a leading personalized medicine company dedicated to being a trusted advisor transforming patient lives worldwide with pioneering molecular diagnostics.  Myriad discovers and commercializes molecular diagnostic tests that: determine the risk of developing disease, accurately diagnose disease, assess the risk of disease progression, and guide treatment decisions across six major medical specialties where molecular diagnostics can significantly improve patient care and lower healthcare costs.  Myriad is focused on three strategic imperatives:  maintaining leadership in an expanding hereditary cancer market, diversifying its product portfolio through the introduction of new products and increasing the revenue contribution from international markets.  For more information on how Myriad is making a difference, please visit the Company's website: www.myriad.com.
     
    Myriad is an equal opportunity employer and as such, affirms in policy and practice to recruit, hire, train and promote, in all job classifications without regard to race, color, religion, gender, age, sexual orientation, gender identity, national origin, disability status or status as a protected veteran.
     
    Reasonable accommodation will be provided for qualified individuals with disabilities and disabled veterans in job application procedures. We believe that diversity lends a regional, national, and global advantage to the clients we serve. Our workforce consists of dynamic individuals, with a range of backgrounds, talents, and skills.

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