Note: The job is a remote job and is open to candidates in USA. Artera is an AI startup developing medical artificial intelligence tests to personalize therapy for cancer patients. The Customer Success Representative I supports clinicians, clinical staff, laboratory staff, and administrators through onboarding, training, product ordering, and case resolution while collaborating with Sales, Product, Lab, Billing, and Operations.
Responsibilities
- Deliver empathetic, solution-oriented support to Artera customers (clinicians, clinical staff, laboratory staff, administrators) that reflects an understanding of customer needs, with a focus on providing the best service and ordering experience
- A team player who collaborates with internal partners effectively (Sales, Product, Lab, Billing and Operations) to resolve customer issues and ensure professional, timely communication
- Effectively manage orders through the review reports and/or dashboards
- Provide support case resolution for assigned orders with accuracy and attention to detail
- Understand and utilize information from pathology reports and other relevant clinical documents to support the order process
- Maintain consistent documentation every day and follow standard operating procedures (SOPs)
- Balance workload while meeting responsiveness and resolution benchmarks. Prioritize work based on urgency and customer impact
- Identify and communicate opportunities for workflow or experience improvements. Share insights from the field to contribute to product development and service enhancements
- Approach every interaction with empathy, patience, and a genuine focus on the customer experience
- Communicate clearly and respectfully, both in writing and verbally by delivering Professional telephone, email and instant message etiquette
- Actively listen and tailor responses to different customer profiles and needs
- Proactively use a problem-solving mindset to seek solutions and follow through to ensure resolution
- Embrace change and remain resilient in a dynamic startup environment
- Strong analytical and multitasking skills demonstrated daily within a fast paced, time sensitive environment
- Conflict resolution oriented and highly effective at overcoming obstacles
- Seek constructive feedback and apply learning to improve performance
Skills
- Bachelor degree required
- 2 year minimum of customer service experience within healthcare or a clinical reference laboratory
- 3 years minimum experience working in a collaborative environment
- Understanding of clinical data and ability to convey sales and marketing messages
- Thorough knowledge of customer service practices and sales principles
- Strong problem-solving, communication, and organizational skills
- Previous sales support experience preferred
- Experience with Salesforce, Slack and Zendesk preferred
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