Enterprise Customer Success Manager

CancerIQs technology makes it possible for providers to recognize and empower patients who have increased risk for cancer at scale. We enable providers to screen, assess and manage entire patient populations based on individual genetic risks. Our partnerships can improve quality of care and staff satisfaction, increase revenues and efficiencies, address social determinants of health, meet guidelines/requirements, and enhance customer loyalty.

Our mission strives to engage and educate patients, utilizing cutting-edge technologies to guide them through the complex, convoluted, and intimidating journey of cancer prevention.

The Enterprise Customer Success Manager oversees the post-contract activities for our health system partners. They are responsible for effectively managing all aspects of client product delivery including but not limited to scoping and design, workflow analysis, technical setup, implementation/training, follow-up, reporting, and outcome analysis. He/she works directly with the Customer Economic Buyer to ensure that customer needs are identified and satisfied, that expectations are met and exceeded and that customers understand value delivered through the solution. He/she acts as a trusted adviser to key customer stakeholders and proactively identifies opportunities for expansion and optimization. Internally, this position contributes to the development of best practices and mentors teammates in their growth and development.

Responsibilities

This includes but is not limited to:

Account Growth

• Manage and be responsible for the economic buyer relationship with each assigned CancerIQ enterprise
• Identify and empower Clinical Evangelists in order to accelerate CancerIQ expansion throughout large health systems
• Tailor standard QBR presentations & develop case studies of success in alignment to customer goals and expansion opportunities
• Lead a renewal process covering planning, forecasting and execution
• Grow the value of CancerIQs customer base via high levels of renewal and account expansion

Implementation & Project Management

• Serve as the primary contact for the onboarding of new customers, defining program goals, and oversee implementation
• Enable successful roll-out of CancerIQ, including sharing and developing relevant creative assets, brainstorming ideas, and attending launches virtually or in person.

• Build relationships with lab reps to further support and execute deployment of solution
• Utilize HubSpot CRM to log customer communication, manage site onboarding, and renewal/upsell pipeline

Trusted Advisor

• Help customers succeed in their business goals by partnering on optimization projects, outcomes analysis, and account expansion
• Deliver commercial teaching presentations to share best practices and encourage development of high-risk program
• Constantly evaluate account health using quantitative and qualitative factors, then spring into action to address flagging accounts
• Demonstrate product expertise across the entire CancerIQ product portfolio, and strive to use that knowledge to make customers successful in their businesses
• Build trust with customers business staff in order to secure references, referrals, case studies, etc.

Start Up Skills

• Create policies and procedures that optimize the customer experience
• Wear multiple hats and pitch in to help the organization meet both customer and investor goals
• Can effectively cope with change, shift gears comfortably, and act without having the total picture

Requirements

Customer Success Manager - Requirements:

• Has 5-8 years of Customer Success experience for a healthcare technology, EHR, or technical B2B software solution. In an early or growth stage SaaS software company preferred.
• Bachelor's degree or equivalent experience, Business/Genetics/Health Administration preferred.
• Experience working with large enterprise customers and successfully increasing the lifetime value of the contract
• Is exceptional at solving problems in an independent and data-driven manner. Ability to translate data into insights.
• Excellent project management skills to track large, complex software implementations across multiple customer sites
• Exceptional communication skills, highly organized, collaborative and detail oriented
• Understanding of clinical environments and workflows preferred
• Is experienced with the Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)
• Is passionate about genetics, womens health, and CancerIQs mission to improve healthcare through technology

*****Is willing to travel to on-site customer meetings for implementations and annual reviews - travel is estimated at 30%****

Benefits

• Competitive pay and benefits (Health, Vision, Dental, HSA/FSA, EAP)
• Travel & gym membership subsidies, commuter benefits
• Unlimited PTO
• Passionate, high-energy culture with a team of people that are excited to get stuff done and make an impact
• Building things to save lives

CancerIQ is building a diverse and inclusive work environment. We welcome people of diverse backgrounds, experiences, abilities and perspectives. We are an equal opportunity employer and strive to cultivate a fast-paced, collaborative, laid back, rewarding space to work.

Note: At CancerIQ, the safety and wellness of our employees is our top priority. To provide our employees with the support they may need to maintain their personal health and wellness, our office is open and available for employees who are interested in using it. Our long-term goal is for CancerIQ employees to return to our Chicago office with a hybrid on site/remote model, however working remotely full-time will be an option until everyone is comfortable, and it is 100% safe for all to return.

We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status

CancerIQ requires you are authorized to work in the U.S. as a precondition of employment. We are unable to grant sponsorships at this time.