Strategic Customer Success Manager, Enterprise
Smarsh
Salary
💰 $100,000 - $130,000 per year
Job Level
Senior
About the role
- Serve as MyOme's front-line point of contact, fostering relationships with providers and delivering world-class service to patients.
- Own the entire support journey, driving down customer effort by proactively addressing potential issues and simplifying processes.
- Reduce friction points by expertly supporting customers throughout the entire order-to-report process.
- Build the infrastructure to effectively triage Tier 1 support inquiries, ensuring seamless and efficient resolution rather than multiple handoffs.
- Implement AI-powered tools and agents to enable self-service and enhance support capabilities, empowering customers to find answers quickly.
- Own and drive relationships with outsourced partners, ensuring they meet MyOme's high standards for service and quality.
- Become an expert on all MyOme products, processes, and policies to accurately respond to customer inquiries via phone and email.
- Collaborate with internal teams—including Customer Success, Sales, Clinical Operations, Clinical Affairs, and Billing—to develop and refine standard operating procedures (SOPs) that optimize efficiency and service excellence.
Requirements
- 5+ years of experience in customer-facing roles, such as customer/client success, customer support, or sales.
- Experience supporting genomics/genetics clinical experts affiliated with academic medical institutions and large healthcare organizations.
- A proven track record of exceeding expectations, with strong peer and manager references.
- Exceptional verbal and written communication skills with the ability to explain complex genetic testing information clearly and concisely.
- A high level of emotional intelligence, with the ability to build rapport and demonstrate exceptional customer empathy and active listening skills.
- Strong problem-solving skills with a "default aggressive" mentality that prioritizes action and results.
- Excellent organizational and multitasking skills to navigate complex workflows.
- Proficient in Google Apps, Mac OS X, and CRM applications like ZenDesk, HubSpot, or Salesforce.
- Curiosity and a knack for finding creative solutions to refine existing processes.
- Leadership experience or the aspiration to lead, coach, and manage change is a must.
