Passionate about precision medicine and advancing the healthcare industry?

Recent advancements in underlying technology have finally made it possible for AI to impact clinical care in a meaningful way. Tempus' proprietary platform connects an entire ecosystem of real-world evidence to deliver real-time, actionable insights to physicians, providing critical information about the right treatments for the right patients, at the right time.

We are looking for a customer relations expert that can connect with customers by phone weekly, resolve order related issues, obtain business critical information from care teams, and provide ongoing service/support to ensure customer experience with Tempus is seamless as business and offerings evolve. Responsible for delivering an exceptional customer experience, building deep relationships with customers, and driving customer retention and re-order rate.

Responsibilities

Serve as a critical touchpoint between Tempus & our provider and care team customers while demonstrating a positive and professional image through phone and email communications
Successfully manage high volume of client-facing interactions and establish strong, sustainable rapport
Conduct strategic outreach with high frequency to ensure customers are educated on Tempus, understand Tempus products, services and processes; and have the supplies and information needed to successfully order tests, interpret results and leverage Tempus services to support best in class patient care
Inform customers of information missing, but necessary to process a Tempus test and obtain information as quickly as possible to expedite processing
Follow-up with customers to obtain information related to patient progress and outcomes to help build insights along the continuum of care
Work with customers to triage order issues, both on a one-off basis and if Tempus notices any repeated trends
Document all communication and maintain a database of client information in SFDC
Use proactive problem solving skills to create and offer solutions to customers of varied complexity
Follow all team SOP’s and document and/or escalate any deviations
Work across the Customer Success team and cross-functionally to ensure we meet/exceed goals related to customer retention and (perceived + actual) turnaround time
Maintain frequent contact with sales and other externally facing teams to ensure customer engagement efforts are aligned
Provide relevant updates to internal teams in CS, Sales, CommOps, etc.

Required Skills

Ability to understand and communicate scientific and/or technical information
Ability to listen, interpret, and respond to customer questions, concerns or general inquiries
Ability to work well under pressure and maintain a professional and positive demeanor
Adaptable to changing procedures, policies and work environment
Highly organized and systematic with superb attention to detail
Strong time management skills and ability to complete tasks with speed and accuracy while ensuring customer satisfaction

Education & Experience

4 year college degree
2+ years of experience in customer-facing role, preferably in Healthcare or Life Sciences
Track record of exceptional customer service and interpersonal skills
Proven initiative and ability to work towards high-level team goals while independently delivering on mission-critical tasks
Experience with common customer support systems (CRM, phone and ticketing systems, email, Microsoft office) and other internal communication tools

We are an equal opportunity employer. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.