The Associate Customer Success Manager maintains a long-term relationship with Natera’s customers to drive strong adoption of our products and programs. This individual will be responsible for onboarding new customers, managing the customer relationship and implementing process improvements and strategy management - focused on increasing revenue while providing a solid continuum across all elements of the customer lifecycle. Experience in developing and growing client relationships is required.
ABOUT THE ROLE
- Be seen as a trusted advisors to all clinicians in your assigned territory
- Assume ownership of critical "north star" business metrics including CSAT, net promoter score, missing information rate and customer retention
- Act as the internal champion of the customer experience, bringing visibility to customer feedback and aligning the cross-functional efforts needed to improve the customer journey
- Partner with the field on customer onboarding and retention strategies
- Act as the point person for any clinic/patient escalations and see through resolution
- Partner with internal teams to identify and resolve issues that stop clinicians and patients from having a wow experience
QUALIFICATIONS
- Bachelor’s degree or equivalent
- Minimum of 2 years of sales experience
- Background in medical or biological sciences with IVF experience preferred
KNOWLEDGE, SKILLS, AND ABILITIES
- Proven track record of success in achieving and exceeding sales goals
- Account management background with proven success of account retention and client onboarding
- Exceptionally bright, flexible, self-motivated, and results oriented with strong interpersonal and analytical skills
- Ability to think strategically as well as execute tactically
- Have a strong desire to work in a startup environment and must work well independently with an internal drive to be successful
- Excellent organizational and communication skills (written and verbal) with demonstrated ability to effectively present to both internal and external customers
- Effective time management skills required with a demonstrated ability to assess and prioritize Proficient in Microsoft PowerPoint, Excel, Gmail and Salesforce
OUR OPPORTUNITY
Natera™ is a global leader in cell-free DNA (cfDNA) testing, dedicated to oncology, women’s health, and organ health. Our aim is to make personalized genetic testing and diagnostics part of the standard of care to protect health and enable earlier and more targeted interventions that lead to longer, healthier lives.
The Natera team consists of highly dedicated statisticians, geneticists, doctors, laboratory scientists, business professionals, software engineers and many other professionals from world-class institutions, who care deeply for our work and each other. When you join Natera, you’ll work hard and grow quickly. Working alongside the elite of the industry, you’ll be stretched and challenged, and take pride in being part of a company that is changing the landscape of genetic disease management.
WHAT WE OFFER
Competitive Benefits - Employee benefits include comprehensive medical, dental, vision, life and disability plans for eligible employees and their dependents. Additionally, Natera employees and their immediate families receive free testing in addition to fertility care benefits. Other benefits include pregnancy and baby bonding leave, 401k benefits, commuter benefits and much more. We also offer a generous employee referral program!
For more information, visit www.natera.com.
Natera is proud to be an Equal Opportunity Employer. We are committed to ensuring a diverse and inclusive workplace environment, and welcome people of different backgrounds, experiences, abilities and perspectives. Inclusive collaboration benefits our employees, our community and our patients, and is critical to our mission of changing the management of disease worldwide.
All qualified applicants are encouraged to apply, and will be considered without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, age, veteran status, disability or any other legally protected status. We also consider qualified applicants regardless of criminal histories, consistent with applicable laws.
If you are based in California, we encourage you to read this important information for California residents.
Link: https://www.natera.com/notice-of-data-collection-california-residents/
Please be advised that Natera will reach out to candidates with a @natera.com email domain ONLY. Email communications from all other domain names are not from Natera or its employees and are fraudulent. Natera does not request interviews via text messages and does not ask for personal information until a candidate has engaged with the company and has spoken to a recruiter and the hiring team. Natera takes cyber crimes seriously, and will collaborate with law enforcement authorities to prosecute any related cyber crimes.
For more information:
- BBB announcement on job scams
- FBI Cyber Crime resource page
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