Associate Customer Success Manager - IVF - Remote

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 …