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Salary: USD 48,000 - 55,000 / annual
Tempus is a precision medicine platform that uses AI to connect real-world evidence and deliver actionable clinical insights to physicians, helping identify the right treatments for the right patients at the right time.
In this Customer Success Representative role, you will be the primary point of contact for partner laboratories, managing sample and document requests, triaging order issues, and coordinating shipping and receiving logistics. You'll work cross-functionally with Customer Success, Sales, and Lab teams to ensure customer retention goals are met and exceeded, with particular focus on maintaining and improving turnaround times (both perceived and actual).
Key responsibilities include:
- Direct communication with laboratory partners to manage requests and resolve issues
- Cross-functional collaboration to drive customer retention and satisfaction metrics
- Building and maintaining trusted relationships with lab employees, sales representatives, and internal stakeholders
- Proactive problem-solving to address customer issues of varying complexity
- Frequent coordination with sales and external-facing teams to align engagement efforts
- Responding to inquiries via phone, email, and in-person with professionalism and speed
- Assessing customer needs and working toward satisfaction
This is a customer-facing role requiring strong communication, organizational skills, and the ability to work both independently and as part of a high-performing team on mission-critical tasks.
Qualifications:
- 4-year college degree in Biological Sciences or similar (preferred)
- Exceptional customer service and interpersonal skills
- Ability to communicate effectively with customers by telephone and email
- Fast thinking with ability to find answers and respond quickly to issues, maintaining a polite, empathic, and professional demeanor
- Highly organized with superb attention to detail and accuracy
- Initiative and ability to work independently while contributing to team goals
- Proven ability to learn new skills quickly and adapt to new processes
- General office equipment and software knowledge; computer proficiency
