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Client Success Specialist

2 months ago

Chicago, Illinois, United States Cancer IQ Full time
Job Overview

About the Organization

CancerIQ is at the forefront of enhancing access to precision cancer prevention, early detection, and treatment across diverse patient demographics. Our innovative software and service designs empower healthcare systems to leverage genetic insights for proactive cancer management. Our advanced, scientifically-backed platform has demonstrated the ability to significantly increase genetic counseling capacity, boost genetic testing rates, and enhance screening adherence. With over $26 million raised to support our mission, including investments from notable health innovation funds, we are poised for rapid growth.

Our dedicated team shares a common goal: to combat cancer effectively. This commitment has fostered a vast network of over 200 clinical sites nationwide, supported by a strong ecosystem of partners in diagnostics and genomics. We are eager to expand our impact and seek individuals who are equally passionate about making a difference in the fight against cancer.

Position Summary

As a Customer Success Manager (CSM) at CancerIQ, you will oversee and cultivate customer relationships throughout their engagement with our services. Your primary clientele includes hospitals and health systems that utilize our cancer risk assessment tools to enhance patient outcomes. In this capacity, you will ensure that clients derive maximum value from CancerIQ's offerings, fostering satisfaction, retention, and growth. You will also be instrumental in designing customer success initiatives, ensuring that our strategies and tools are effective and scalable to meet client needs. Your role will involve engaging with both clinical and administrative leaders within healthcare institutions, gaining insights into their unique challenges in cancer risk management.

Key Responsibilities

1. **Customer Relationship Management**

· Oversee relationships with key stakeholders, typically including leaders from oncology services, breast centers, or cancer services within CancerIQ accounts.

· Act as the primary coordinator, collaborating with clinical, operational, technical, and marketing teams on behalf of the client.

· Ensure business value is delivered by liaising with implementation managers, product specialists, and other team members assigned to client accounts.

2. **Quarterly Business Reviews (QBR)**

· Facilitate QBRs with essential business and clinical leaders to assess performance, address concerns, and align on future objectives.

· Prepare comprehensive reports and presentations for QBRs, emphasizing key metrics, successes, and areas for enhancement in cancer risk assessment.

· Collaborate with clients to establish and monitor success plans, ensuring alignment with their strategic cancer care goals.

3. **Programmatic Development**

· Create and implement scalable customer success programs tailored to the varied needs of our healthcare clientele.

· Design and refine customer journey maps, pinpointing critical touchpoints and engagement opportunities to enhance the customer experience with CancerIQ's software.

· Develop and optimize onboarding, training, and retention initiatives, ensuring alignment with customer success objectives in clinical settings.

· Continuously evaluate and enhance the effectiveness of customer success programs using data and feedback.

4. **Onboarding and Implementation Support**

· Collaborate closely with Implementation Managers to guide new clients through the onboarding process, ensuring a seamless integration of CancerIQ's software into their clinical workflows.

· Monitor client progress during onboarding, promptly addressing any issues or concerns.

5. **Customer Retention and Growth Strategies**

· Assess customer health and proactively mitigate risks to retention and satisfaction, particularly in critical healthcare environments.

· Identify opportunities for upselling and cross-selling, working in tandem with the sales team to enhance customer value.

· Formulate and execute strategies to boost customer adoption, satisfaction, and loyalty, focusing on long-term success in cancer care.

6. **Data Analysis and Reporting**

· Analyze customer data and usage trends to uncover insights, opportunities, and potential risks in cancer risk management.

· Provide regular updates on customer health, satisfaction, and success metrics to internal stakeholders.

· Utilize data to inform decisions and strategies aimed at improving customer outcomes.

Qualifications

· Bachelor's degree in Business, Healthcare Management, Genetics, or a related discipline.

· 3-5 years of experience in Customer Success, Account Management, or a similar role, preferably within the healthcare sector.

· Proven track record in designing and executing customer success programs.

· Exceptional interpersonal and communication skills, capable of building and sustaining relationships with clinical and business leaders.

· Experience in conducting QBRs and presenting to executive stakeholders.

· Proactive, solution-oriented mindset with strong problem-solving abilities.

· Ability to manage multiple priorities and clients in a dynamic environment.

· Familiarity with HubSpot, Zendesk, and Jira is advantageous.

· Data-driven approach with the capacity to analyze information and derive actionable insights.

Ideal Candidate Profile

We seek an individual who understands the nuances of executing as a CSM and approaches the role with an entrepreneurial mindset, thriving on the success and growth of clients. Previous experience as a CSM or Account Manager in the healthcare domain is highly desirable, along with a commitment to exceeding goals while providing an exceptional experience for clients and colleagues alike.

Benefits

· Competitive compensation and benefits package (Health, Vision, Dental, HSA/FSA, EAP, 401-K).

· Opportunities for formal training and professional development.

· A vibrant, high-energy culture with a team dedicated to making a meaningful impact.

CancerIQ is committed to fostering a diverse and inclusive workplace. We welcome individuals from varied backgrounds, experiences, abilities, and perspectives, and are an equal opportunity employer striving to create a collaborative and rewarding work environment.