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South San Francisco, CA

Director, Customer Success

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Position description

As Director of Customer Success you will report to the VP of Commercial Operations and lead a team that handles all of Counsyl’s inbound, billing and outbound support cases for our three main customer groups: patients, provider and sales.  You will also lead a team that has account management responsibilities for specific, strategic accounts across the country.  This role requires a leader who is extremely versatile and passionate about driving a positive customer experience. The Director of Customer Success must be comfortable managing a large team with diverse responsibilities and professional development needs as both managers and individual contributors report to this leader.

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 Client Services support.

This leader must utilize data to appropriately allocate their resources, drive operating efficiency and continuously improve the experience for our customers. Proficiency in reporting and data analytics are a must for this person.  This leader will carefully monitor our customer health metrics and determine new ways to track and measure customer satisfaction that promote positive word of mouth and growth. This leader will drive first contact resolution and a healthy balance between inbound inquiry volume and sample volume. This leader must incorporate all of these inputs to create a strategic vision for their teams to work toward in their day-to-day work.

This leader must support their team in finding solutions to concerns raised by providers, patients and field sales teams. This leader must be adept at de-escalating issues and reinforcing a positive experience for all Counsyl customers.

This role requires close partnership with the Women’s Health and Oncology Sales Directors and internal partners in Development, Product, Marketing and Medical Affairs to maximize resources and support customer acquisition and growth.

What you'll do

  • Communicate opportunities for business process improvement and product enhancements that will support a simpler customer experience, improved operating efficiency and customer retention
  • Focus on reducing inbound inquiries and repeat inquiries related to the same test/order
  • Maximize our systems and tools to make the agent experience as seamless and quick as possible and strive for the ideal balance between self-service and agent assisted support for our patients, providers and field sales reps
  • Build strong relationships with field sales directors for covered regions to come up with innovative ways to best support their customers in a way that Counsyl can maintain in the long-term on the operational side. Provide a long-term perspective so that new accounts are onboarded effectively and maintained as they grow. Further define the role of the ASR to determine how it should grow and change
  • Personally engage customers to resolve issues and devise, advocate and implement changes that will prevent similar issues from happening in the future
  • Determine necessary metrics and data required to support Counsyl’s customers’ needs; ensure timely development and delivery of that data and reporting
  • Effectively communicate customer retention metrics to field sales leaders and internal partners to help drive change, improvement and awareness of customer needs
  • Develop personal and professional skills of all direct reports in support of effectively driving proactive and reactive customer support
  • Balance the needs of the field sales team and the customer when effecting change to the Salesforce tool and associated standard operating procedures

About you

  • Data Driven Decision-making. You use data to drive improvements and motivate your team. You understand the sales process, customer behaviors and service expectations and can generate a strategy for addressing customer needs through self-help options and through support agents
  • Strong Communicator. Ability to deliver clear direction and create a path forward for a diverse team. Clearly articulate the needs of the customer with internal partners and determine the best possible course of action that supports Counsyl and customer success
  • Can Do Attitude and Focus on Getting Stuff Done. Set achievable stretch milestones for yourself and teams and then deliver on them. Continuously evolve what success looks like for this team at a macro and micro level. Enable Counsyl’s ability to fuel future growth
  • Builder with Beginner’s Mind. Collaborate with the team to generate a compelling, scalable vision for Client Services at Counsyl. Combine institutional knowledge within the team with creativity and data to continuously improve Counsyl’s ability to meet the needs of our customers
  • Track and Measure for Continuous Improvement. Ability to dig into Counsyl’s customer service applications, such as Service Cloud or other CRM software, telephony systems and homegrown applications to continue to drive improvements
  • Self-Starter and Experienced Coach. Proven track record of taking ideas and running with them and a willingness to drive projects to completion through individual effort and collaboration with broader teams. Excellent coach and mentor who takes pride in successfully developing and retaining team members in the Commercial organization

Qualifications

  • A Bachelor's degree. Master’s degree or equivalent experience a plus. Six Sigma a plus
  • Experience with Salesforce and Service Cloud
  • 8+ years in a Commercial leadership position or customer experience role. Experience in the life sciences industry preferred
  • Extensive knowledge of customer needs assessment and how to manage customer relationship effectively; experience delivering consistent service to internal and external stakeholders
  • Extremely comfortable and effective at engaging customers remotely and face-to-face
  • Proven ability to create 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 with external customers and within the organization
  • 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 Counsyl

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.

Interview process

Counsyl is driven by some of the brightest people in the industry. Our interview process is geared to ensure that we continue to hire the very best.

Our interview process is composed of practical and situational interviews in a series of settings spanning Skype, practical exams, and in-person meetings. Our goal is to gauge both your ability to succeed in the first 90 days as well as your capacity to scale with us as we grow.

Why Counsyl?

Throughout it all, we are looking to understand why you are driven to be a part of our company. Specifically, we want to know how you identify with our mission and will contribute to our team.

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