Job Description LOCATION: United States JOB IDENTIFICATION: 2029 JOB SCHEDULE: Full time The Manager, CSM will manage a team of Customer Success Managers who build post-sales relationships with customers to drive growth and retention and are cross trained to manage inquiries around process and procedure, customer support, and billing, in addition to being a resource for the field sales team and internal teams. The core functions of the Manager, CSM include partnering with all departments within the company on drivers of strategic growth for core accounts while effectively coaching and managing the Customer Success Manager team. As the Manager, CSM, you will report to the Director of Customer Success and will work alongside leadership to promote retention of customers and overall positive experience with Myriad. This role requires a leader who is extremely versatile and passionate about driving a positive employee and customer experience. You will manage a team that will partner with Field Sales to pre-empt any issues by educating and advocating for customers and driving new functionality and process improvement within the organization. PRIMARY RESPONSIBILITIES
Establish CSM strategy for account retention across Oncology, Imaging, and Women's Health accounts
Provide training & problem-solving resources to the team to drive team success and individual development
Identify opportunities and monitor trends among our largest accounts and propose scalable solutions to Customer Service, Sales leadership, and Technology
Analyze and report on team metrics including account health indicators
Effectively manage remote staff
Accomplish department objectives by recruiting, selecting, training and coaching employees
Plan, monitor, and review job contributions of team members
Ensure compliance with company policies, oversight entities and government regulations
Create and implement new processes and procedures that benefit the customer experience
Develop strong relationships across the enterprise to facilitate connections between teams to get things done effectively
Participate in projects as assigned
INTERACTIONS The Manager, Customer Success will exemplify proficiency within 5 competencies - Relationship Building (both internal and external), Strong Remote Managing Skills, Scalable Solutions, and Managing Process & Problem Solving. This position interacts with all levels of the organization on a regular basis to listen, inform, train, direct and coach. The Manager, Customer Success will play a cross functional role within Myriad Genetics, interacting with Field Sales, Sales Training, Compliance, Marketing, Customer Service, Billing, Health Care Providers and Patients. DESIRED KNOWLEDGE/SKILLS/ABILITIES
Bachelor's Degree (B.A. or B.S.) is required; Business, Marketing, Communications or Life Sciences preferred
5+ years of experience and knowledge in the healthcare industry, i.e., lab, clinic, hospital, long term care, diagnostic testing, molecular testing, medical device or pharmaceutical customer support functions
2+ years of customer support, account management, or sales leadership
Strong people skills to include active listening, coaching, advising, facilitating and problem-solving are required. Ability to apply these skills at all levels and in diverse settings required
Ability to develop and sustain strong customer and employee relationships
Excellent oral and written communication skills in addition to presentation skills
Advanced organization and time management skills
Ability to work effectively under tight timelines and schedules
Must be flexible, innovative & self- motivated
Demonstrates values and ethics that support Myriad's mission, goals, and professional code of conduct?
Working knowledge and application of HIPAA laws, privacy, and ethics surrounding patient?privacy and information?
Ability to work independently and as a contributing team member
Ability to sense the importance or impact of issues and situations and take appropriate actions
Extremely comfortable and effective at engaging employees remotely and face to face; these actions may include being present within an office
Strong business acumen and communication skills are essential
Ability to establish milestones and keep all team members on task
Experience analyzing and optimizing the existing processes in the Customer Success department
Deep understanding of customers concerns and thoughts regarding the use of products, and the ability to troubleshoot as needed
Highly organized and ability to effectively manage multiple priorities in a fast-paced environment
Knowledge of Salesfroce.com, or a similar CRM, and other business programs (Preferred)
Ability to create momentum within the organization and manage change effectively?
WORKING ENVIRONMENT
ABOUT USMyriad Genetics Inc., is a leading personalized medicine company dedicated to being a trusted advisor transforming patient lives worldwide with pioneering molecular diagnostics. Myriad discovers and commercializes molecular diagnostic tests that: determine the risk of developing disease, accurately diagnose disease, assess the risk of disease progression, and guide treatment decisions across six major medical specialties where molecular diagnostics can significantly improve patient care and lower healthcare costs. Myriad is focused on three strategic imperatives: maintaining leadership in an expanding hereditary cancer market, diversifying its product portfolio through the introduction of new products and increasing the revenue contribution from international markets. For more information on how Myriad is making a difference, please visit the Company's website: www.myriad.com . WE ARE AN EQUAL OPPORTUNITY EMPLOYER. Applicants and employees are considered for positions and are evaluated without regard to mental or physical disability, race, color, religion, gender,national origin, age, genetic information, military or veteran status, sexual orientation, marital status or any other protected Federal, State/Province or Local status unrelated to the performance of the work involved. Please answer all questions completely. Please do not provide any information not specifically requested on this Employment Application form. Apply Here: https://www.click2apply.net/Pd7Y5RI7Vp4qFdQPSP8wj PI164819882
Additional Information
All your information will be kept confidential according to EEO guidelines.