Sr Customer Success Manager

Invitae is a leading medical genetics company trusted by millions of patients and their providers to deliver timely genetic information using digital technology. We aim to provide accurate and actionable answers to strengthen medical decision-making for individuals and their families. Invitae's genetics experts apply a rigorous approach to data and research, serving as the foundation of their mission to bring comprehensive genetic information into mainstream medicine to improve healthcare for billions of people.

Invitae is a rapidly growing genetic information company driven by the mission to expand access to high-quality, comprehensive, low-cost genetic information for billions of people. To support this growth, Invitae is looking to add a Sr. Customer Success Manager (CSM) to our team. In this role, you will support our highest potential clinician customers at major academic institutions and large health systems, as well as other strategically important key accounts. As part of our Account Team, you will work closely with your teammates in Sales and Client Services to ensure the best possible customer experience with Invitae. The customers you will support may have complex workflows across all clinical areas: oncology, cardiology, neurology, and pediatrics. You will also help support by providing top-tier onboarding training and ongoing educational support to new key accounts.

Location: Remote Position

Hours: Need to work PST or MST core business hours

What you’ll do:

Support Key Accounts:

• Resolve account level issues promptly and effectively.
• Provide comprehensive support to accounts to ensure customer satisfaction.
• Manage customer data requests.

Support Onboarding Key Accounts:

• Provide onboarding and support for new key accounts approved by sales leads.
• Ensure a seamless transition for new key accounts into Invitae’s systems and processes by setting them up for success from their first order, educating and training them on how to work well with our company and help develop workflows and practices to make Invitae work for them.
• Be well-versed in Invitae’s products, processes, and policies in order to conduct meaningful onboarding calls that leave customers with a favorable first impression and experience.

Support Sales in Proactive Key Account Management:

• Proactively identify and address potential risks associated with key accounts.
• Proactively engage in duo account maintenance and identify areas for process improvements that will enhance an account’s overall experience.
• Collaborate and strategize with sales to identify opportunities for growth within accounts.
• Conduct targeted account education sessions focusing on order processing trends.
• Provide support for Quarterly Business Reviews (QBR) to enhance the overall account management process.
• Collaborate:
• Manage account-level complaints and help find solutions with assistance from other cross-functional teams.
• Work across Invitae’s client services, sales and medical affairs groups to provide customers access to resources and SMEs to address inquiries.
  

What you’ll bring:

• 5+ years of customer-facing experience such as customer success, account management, customer support and/or sales
• 3+ years experience in a Customer Success Management or Program Management role
• Bachelor’s degree or comparable higher education in Healthcare, Business, Management, MedTech, Medicine, Data Science or related fields.
• Executive-level presentation skills and business acumen with the ability to lead thoughtful internal and external stakeholder discussions
• Skill in conveying tone and distilling complex topics into direct easy-to-understand language through written and verbal communication
• Strong partnership and collaboration skills with internal teammates including our sales, client services, marketing, billing and clinical partners
• Excellent organizational and multitasking capabilities
• High level of emotional intelligence, customer empathy, and active listening skills
• A track record across your work history of solving complex problems
• Experience running reports and analyzing data to support customer needs
• Expert knowledge of Salesforce, Tableau, JIRA, or similar systems
• Preferred but not required: Experience with requirements gathering and managing stakeholders during EMR/EHR integrations and/or SaaS implementations
• Preferred but not required: Experience working in healthcare, life sciences, or biotech

Who you are:

• Resourceful, inspired, and self-driven: You’re a strategic thinker who adds value to every project rather than simply delivering what’s requested
• An expert at relationship-building and relationship-management skills, while demonstrating curiosity and exploratory skills
• Dynamic problem-solving mindset oriented towards finding creative solutions to customer issues
• Naturally curious, with an inclination to get to the root cause of an issue
• Great listener who can help customers feel heard and supported
• Positive and clear communication style: Able to articulate ideas and receive constructive feedback
• Ability to navigate ambiguity and thrive in dynamic and rapid growth organizations
• A truly great teammate who works well with others cross functionally to find common ground and constructively solve issues as they arise

This salary range is an estimate, and the actual salary may vary based on a wide range of factors, including your skills, qualifications, experience and location. This position is eligible for benefits including but not limited to medical, dental, vision, life insurance, disability coverage, flexible paid time off, Spring Health, Carrot Fertility, participation in a 401k with company match, ESPP, and many other additional voluntary benefits. Invitae also offers generous paid leave programs so you can spend time with your new child, recover from your own illness or care for a sick family member.

USA National Pay Range

$95,600—$119,500 USD

Please apply even if you don’t meet all of the “What you bring” requirements noted. It’s rare that someone checks every single item, it’s ok, we encourage you to apply anyways.

Join us!

At Invitae, we value diversity and provide equal employment opportunities (EEO) to all employees and applicants without regard to race, color, religion, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance.

We truly believe a diverse workplace is crucial to our company's success and to better serve our diverse patients. Your input is especially valuable. We’d greatly appreciate it if you can take a quick moment to make your selection(s) below. Submissions will be anonymous.

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