Customer Success Manager II

Are you passionate about precision medicine and transforming the healthcare industry?

Advances in AI and data science are enabling real-world evidence to reshape clinical care, making it possible for physicians to deliver the right treatments at the right time. At Tempus, our proprietary platform connects an ecosystem of data to deliver real-time, actionable insights to oncology providers. We’re looking for a dynamic leader to guide our customer success team in delivering exceptional experiences and driving impactful outcomes for both physicians and patients.

At Tempus, we are committed to fostering a customer service culture rooted in servant-based leadership. Our team is dedicated to helping each other, advocating for our patients, and driving towards excellence in all that we do. We believe in putting the needs of our customers and patients first, ensuring that every interaction is handled with empathy, professionalism, and a genuine desire to make a positive impact. By working collaboratively and supporting one another, we strive to create an environment where everyone can thrive and deliver the highest quality of service.

As the Manager II, Customer Success, you will lead and mentor a team of skilled professionals, focusing on both the tactical and strategic elements of customer success. You will ensure operational excellence, drive customer satisfaction, and collaborate with internal teams to continuously enhance our service delivery model.

Responsibilities:

• Lead a team of 7-12 customer success professionals, including individual contributors and emerging leaders, through hiring, training, performance reviews, coaching, and career development.
• Drive strategic initiatives that optimize customer experience and operational efficiency, collaborating with key stakeholders such as Product, Lab, Marketing, Sales, and Legal to streamline processes and remove roadblocks.
• Oversee the implementation and continuous improvement of KPIs and performance metrics, ensuring the team meets or exceeds goals related to customer satisfaction, turnaround time, and service quality.
• Serve as the primary escalation point for complex and high-urgency issues, working cross-functionally to resolve escalations and provide a seamless customer experience.
• Champion process improvement initiatives, identifying opportunities to automate workflows, reduce turnaround times, and enhance overall efficiency in service delivery.
• Collaborate with the Product team to advocate for necessary product developments and enhancements that scale with customer needs, ensuring feedback loops and prioritization align with business goals.
• Use a data-driven approach to identify gaps in individual and team performance, adapting strategies and coaching methods to continuously improve outcomes.
• Foster strong relationships with key clients, ensuring their regional needs are met, and proactively identifying opportunities to strengthen customer loyalty and satisfaction.
• Mentor and coach team members in leadership roles, helping them develop skills necessary for managing their own teams and driving their career growth within the organization.
• This position requires travel up to 15% of the time, depending on location and regional needs. 

Qualifications:

• Bachelor’s degree required; advanced degree in business, healthcare, or a related field is a plus.
• 5+ years of experience in customer success, client services, or a similar customer-facing role, with 3+ years of experience managing teams in a fast-paced environment.
• Demonstrated success in healthcare, life sciences, or technology industries is highly preferred.
• Proven track record of driving strategic process improvements and managing cross-functional projects that deliver measurable results.
• Strong analytical skills, with experience leveraging data tools such as Looker, Salesforce, and other BI platforms to make informed decisions.
• Excellent communication and relationship-building skills, with the ability to influence stakeholders across all levels of the organization.
• Strong organizational skills, with the ability to manage multiple priorities and teams in a dynamic environment.
• Bias for action, with a proven ability to navigate complexity and deliver results in a competitive and evolving market.

Join us at Tempus and be part of a team that is making a meaningful impact on the healthcare industry through precision medicine and advanced technology.

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