As Manager of Customer Success, you will report to VP Commercial Operations/Director Customer Success and lead a team of three Sales Support Associates who are cross trained to handle all of Counsyl’s inbound support, inbound billing and outbound support cases for one of our three main customer groups: Field Sales. Your team will be the main point of contact for all service and support questions from VP of Sales, Regional Sales Directors, National Strategic Sales Director, Strategic Account Executives, Clinical Account Executives, and Medical Science Liaisons. You will be the head of the group, ensuring that all SSAs are appropriately trained, staffed and performing to the highest standards.
In addition to managing individual contributors on this team, you will be the product and implementation specialist for a variety of Counsyl offerings including, but not limited to:
Phlebotomy Access, Database & Mapping tools
This role requires a leader who is extremely versatile and passionate about driving a positive employee and customer experience. The Customer Success Manager 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 team 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.
Counsyl is a health technology company that offers DNA screening for diseases that can impact men, women and their children. The Counsyl philosophy is simple: screen for diseases where advanced knowledge makes a difference in health outcomes, whether it’s changing a behavior, pursuing preventative measures, or simply preparing for what lies ahead.
The Counsyl team includes an accomplished group of problem-solvers — top engineers, scientists, and designers — who are taking the lead on building the modern clinical laboratory. Scientific rigor, custom robotics, and software are at the heart of every Counsyl product, resulting in better, faster and more affordable screens that are broadly accessible. Beyond the laboratory, Counsyl offers doctors and patients a technology platform for results delivery in real time, with on-demand access to board-certified genetic counselors.
Counsyl has screened more than 600,000 patients and served more than 6,000 health care professionals in its CLIA-certified, CAP-accredited and NYS CLEP-permitted clinical laboratory. The company has raised a total of $102 million and is privately backed by Pilot Growth Equity, Goldman Sachs Asset Management, Founders Fund, Felicis Ventures, David Drummond, and other high profile investors.