Customer Success Manager at Tempus

Chicago, Illinois, United States

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Healthcare, Precision Medicine, BiotechnologyIndustries

Requirements

Bachelor’s degree required; advanced degree in business, healthcare, or a related field is a plus
5+ years of experience in customer success, client services, or a similar customer-facing role
3+ years of experience managing teams in a fast-paced environment
Demonstrated success in healthcare, life sciences, or technology industries is highly preferred
Proven track record of driving strategic process improvements and managing cross-functional projects that deliver measurable results
Strong analytical skills, with experience leveraging data tools such as Looker, Salesforce, and other BI platforms to make informed decisions
Excellent communication and relationship-building skills, with the ability to influence stakeholders across all levels of the organization
Strong organizational skills, with the ability to manage multiple priorities and teams in a dynamic environment
Bias for action, with a proven ability to navigate complexity and deliver results in a competitive and evolving market
Willingness to travel up to 15% of the time, depending on location and regional needs

Responsibilities

Lead a team of 7-12 customer success professionals, including individual contributors and emerging leaders, through hiring, training, performance reviews, coaching, and career development
Drive strategic initiatives that optimize customer experience and operational efficiency, collaborating with key stakeholders such as Product, Lab, Marketing, Sales, and Legal to streamline processes and remove roadblocks
Oversee the implementation and continuous improvement of KPIs and performance metrics, ensuring the team meets or exceeds goals related to customer satisfaction, turnaround time, and service quality
Serve as the primary escalation point for complex and high-urgency issues, working cross-functionally to resolve escalations and provide a seamless customer experience
Champion process improvement initiatives, identifying opportunities to automate workflows, reduce turnaround times, and enhance overall efficiency in service delivery
Collaborate with the Product team to advocate for necessary product developments and enhancements that scale with customer needs, ensuring feedback loops and prioritization align with business goals
Use a data-driven approach to identify gaps in individual and team performance, adapting strategies and coaching methods to continuously improve outcomes
Foster strong relationships with key clients, ensuring their regional needs are met, and proactively identifying opportunities to strengthen customer loyalty and satisfaction
Mentor and coach team members in leadership roles, helping them develop skills necessary for managing their own teams and driving their career growth within the organization

Skills

Key technologies and capabilities for this role

Customer SuccessTeam LeadershipPerformance ManagementKPI ManagementProcess ImprovementCross-functional CollaborationEscalation ManagementData-driven Decision MakingStrategic InitiativesWorkflow Automation

Questions & Answers

Common questions about this position

What experience is required for the Customer Success Manager role?

Candidates need a Bachelor’s degree (advanced degree preferred), 5+ years in customer success or similar customer-facing roles, and 3+ years managing teams in a fast-paced environment, with success in healthcare, life sciences, or technology highly preferred.

Is this a remote position, or is travel required?

This position requires travel up to 15% of the time, depending on location and regional needs; specific remote or office policies are not detailed.

What is the salary or compensation for this role?

This information is not specified in the job description.

What team will the Customer Success Manager lead?

You will lead a team of 7-12 customer success professionals, including individual contributors and emerging leaders, through hiring, training, performance reviews, coaching, and career development.

What makes a strong candidate for this Customer Success Manager position?

Strong candidates have 5+ years in customer success with 3+ years managing teams, experience in healthcare or life sciences, and a proven track record of driving strategic process improvements in fast-paced environments.

Tempus

AI-driven healthcare data analysis platform

About Tempus

Tempus focuses on enhancing patient outcomes through the use of data and artificial intelligence in healthcare. The company offers a platform that analyzes medical data to provide insights for physicians, helping them make better treatment decisions. This platform also aids pharmaceutical and biotech companies in drug development by identifying new targets and assessing treatment effectiveness. For patients, Tempus identifies personalized therapy options, particularly in cancer care, where their research has shown increased opportunities for tailored treatments. They have developed a pan-cancer organoid platform and a liquid biopsy assay for profiling circulating tumor DNA. Tempus generates revenue by charging healthcare providers and companies for access to their platform and insights, setting them apart from competitors by their focus on personalized medicine and extensive cancer research.

Chicago, IllinoisHeadquarters

2015Year Founded

$894.9MTotal Funding

IPOCompany Stage

AI & Machine Learning, Biotechnology, HealthcareIndustries

1,001-5,000Employees

Benefits

Relocation Assistance

Company Equity

Performance Bonus

Risks

Competition from partners like Genialis may lead to conflicts of interest.

Ambry Genetics acquisition could pose financial risks if synergies aren't realized.

Technical challenges may arise in integration with Flatiron's OncoEMR platform.

Differentiation

Tempus uses AI to analyze clinical and molecular data for precision medicine.

Their platform aids in personalized treatment decisions for cancer patients.

Tempus collaborates with biotech firms to enhance drug development using real-world data.

Upsides

Increased AI adoption in healthcare boosts Tempus' partnerships and collaborations.

Acquisition of Ambry Genetics expands Tempus' genetic testing capabilities.

Integration with Flatiron's OncoEMR enhances precision in cancer treatment plans.

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