• Manager, Client Support and Implementation Services

    Job Locations US-WI-Madison
    Req No.
    2018-2764
    Category
    Clinical Lab Operations
    Type
    Regular Full-Time
  • Summary of Major Responsibilities

    The Manager Client Support and Implementation Services is responsible for oversight of the Client Support and Implementation Services (CSIS) team. Leadership of the team includes guiding the team in the execution of the strategy for the implementation of Exact Sciences’ product programs in healthcare systems, and with other strategic partners.

    Essential Duties and Responsibilities

    • Lead the strategy for the implementation of Exact Sciences’ products in healthcare systems, and with other strategic partners that upholds a world-class service standard and aligns with the mission and values of Exact Sciences.
    • Responsible for the work quality and quantity of the Client Support and Implementation Services team to meet or exceed established metrics.
    • Maintain a broad understanding of Exact’s lab systems and client enhancement requests in order to effectively participate in prioritization planning for new lab offerings.
    • Ensure that when necessary the team is effectively assembling internal, cross-functional teams to deliver on client implementation tasks, internal process automation and internal system enhancements.
    • Provide on-going coaching and mentorship to all members of the team to ensure that a consistent level of support for the team is communicated and maintained.
    • Maintain implementation success metrics and measures to continuously track the effectiveness and overall satisfaction with the team’s services. Frequently report on progress to project teams and senior leadership.

    Qualifications

    Mandatory Skills

    • Demonstrated knowledge of health system hierarchies, work flows and environments to be able to understand customers’ needs.
    • Exceptional team management skills including the ability to motivate and inspire, coach and manage performance of team members.
    • Strong project management skills including coordination, communication and adherence to budget and completion goals, prioritization and troubleshooting.
    • Strong customer relationship skills; including strong written, verbal and presentational communication skills.
    • Strong interdepartmental collaboration skills; willingness to engage across teams.
    • Possesses the ability to effectively interface with all levels of a healthcare organization (C-suite, clinical, administrative, etc.).
    • Competency and flexibility in understanding diverse and complex business and technical problems, client requirements, and functional/business objectives while developing efficient and effective solutions.
    • Works well in a matrix management organization where the Project Manager has primary responsibility for project success while relying on a team of resources which may not be directly reporting resources.
    • Ability to travel >20% of the time to client sites across the US.

    Minimum Education and Experience

    • Bachelor’s degree in Marketing, Finance or other business-related, relevant field.
    • Minimum 8 years of experience in a customer-facing role (sales, marketing, project management, etc.) in the healthcare industry.
    • Experience implementing complex projects with multiple stakeholders and diverse customer needs.

    Desired Characteristics

    • MBA preferred.
    • Financial analysis, budgeting, forecasting experience.

    #LI-MF1

    Exact Sciences is an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to age, color, creed, disability, gender identity, national origin, protected veteran status, race, religion, sex, sexual orientation, and any other status protected by applicable local, state or federal law. Applicable portions of the Company’s affirmative action program is available to any applicant or employee for inspection upon request. 

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