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.
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.