Training Manager, Customer Success 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, TechnologyIndustries

Requirements

Minimum of 2+ years of management or formal training/L&D leadership experience, and 8+ years of progressive customer success experience, with relevant advanced CS courses and training
Proven experience in designing, implementing, and managing a corporate training curriculum or Learning & Development program
High emotional intelligence and superior empathy skills, with a proven ability to manage and motivate a team
Exceptional verbal, written, and presentation communication skills, with the ability to influence cross-functional stakeholders
Expert public speaking and group facilitation skills
A highly organized and strategic approach to content development, adult learning theory, and training processes
Proven ability to quickly learn and master new software tools and technologies
Experience administering advanced root cause analysis on systemic issues that surface, strategically developing and implementing holistic solutions to ensure reduction of repetitive problems across the organization
Ability to develop, document, and enforce team SOP’s and manage deviations, ensuring compliance across the team
Demonstrated ability to strategically work across the Customer Success team and cross-functionally to exceed established SLAs
Experience serving as a main escalation point for complex or highly sensitive order/client issues, requiring advanced problem-solving

Responsibilities

Lead and manage the Customer Success training strategy and execution, ensuring alignment with overall company goals, values, and a customer-centric mindset
Oversee the development and maintenance of all training materials, internal processes, and communications to ensure consistency across the entire Customer Success organization
Design, implement, and manage comprehensive, formal training programs and processes to align the team with core, customer-centric values and company objectives
Mentor, coach, and manage a team of Customer Success Trainers or Coordinators, if applicable
Direct the creation of engaging and relevant training materials (for respective programs and other uses such as customer education) using a variety of media and communication tactics
Deliver high-impact training and coaching to new and existing Customer Success team members on their roles, responsibilities, advanced CS best practices, and sophisticated customer engagement strategies
Drive the development of innovative internal training solutions through strategic collaboration with other departments like marketing and product (such as video libraries, knowledge base website sections, and others)
Establish and enforce processes to ensure all materials, programs, and solutions for training are continuously up-to-date and relevant to current business practices, market standards, and evolving product offerings
Lead the collaboration with the entire CS team and other stakeholders to optimize and refine the entire training curriculum and content lifecycle
Define, track, and report on key metrics to measure the overall effectiveness, impact, and ROI of training initiatives, providing strategic recommendations for improvement to senior leadership

Skills

Customer Success

Training Strategy

Training Program Design

Team Management

Mentoring

Coaching

Training Materials Development

Customer Engagement

Customer-Centric

Healthcare

Precision Medicine

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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