Customer Success Representative, Data

As a Customer Success Representative at Tempus, you will be responsible for serving as the first point of contact for researchers using our advanced data science techniques in cancer research. Your duties will include managing client interactions, troubleshooting issues, ensuring customer satisfaction, and collaborating with internal teams to enhance the overall customer experience. You'll also document communications in our client database, provide support and education about our products, and assist with data delivery for Tempus-sequenced patients.

To qualify for the Customer Success Representative position at Tempus, you will need a bachelor's degree in bioinformatics, computational biology, statistics, computer science, or a related field. Alternatively, two or more years of experience in a scientific customer-facing role can also suffice. Exceptional customer service skills, the ability to communicate complex scientific information clearly, and a professional demeanor are crucial. Experience with general office software and a detail-oriented approach will further enhance your candidacy.

Tempus supports its Customer Success Representatives through a collaborative team culture that emphasizes servant-based leadership and professional development. Representatives are encouraged to engage in ongoing training to enhance their skills and adapt to new processes. The company fosters an environment where employees can thrive, providing resources to ensure they can effectively meet customer needs and resolve issues efficiently.

The expected salary range for a Customer Success Representative at Tempus, particularly in Illinois, is between $60,000 and $80,000 USD, depending on qualifications and experience. This salary may vary for other locations, but Tempus is committed to providing competitive compensation and benefits that reflect the value of its employees.

Customer Success Representatives at Tempus typically work during an 8-hour shift from 7 AM to 7 PM CST, Monday through Friday. This schedule allows for a balance between collaborative teamwork and personal responsibilities, while ensuring customer support is always available during working hours.

A great answer would be to express your passion for combining customer service with science. You could mention how Tempus's mission aligns with your values, such as making a difference in cancer research and helping researchers navigate complex data.

Describe a specific example when you resolved a challenging customer issue, highlighting your communication skills and empathy. Stress the importance of understanding the customer's perspective and offering a calm, thoughtful resolution.

A strong answer should include practical strategies like time management techniques or tools you use to organize tasks. Discuss prioritizing based on urgency, customer needs, and follow-up deadlines to ensure efficient workflow.

Emphasize your organizational skills and the systems you implement, such as using project management software or maintaining detailed notes and to-do lists. Highlight your commitment to clear and consistent communication with all parties involved.

Share specific experiences where you've had to analyze data or write technical documentation. Focus on your attention to detail and ability to communicate complex information clearly to non-technical users.

Discuss your approach to customer service, emphasizing your active listening skills, empathy, and commitment to following up with customers. Provide an example of how you go above and beyond to create memorable customer experiences.

Express how you value collaboration and the strengths different team members bring. Provide specific examples where teamwork led to successful outcomes, demonstrating your ability to work effectively with others to solve problems.

Illustrate your ability to learn quickly by discussing a time you adapted to new software or processes. Emphasize your positive attitude towards change and your methods for staying updated and proficient.

Frame your answer around the importance of constructive feedback, perhaps citing a situation where you gave helpful advice. Explain how you maintain a supportive tone to encourage growth and improvement.

Highlight that effective communication fosters understanding and trust, essential for building lasting relationships with customers. Provide examples of how your communication style has positively impacted your previous roles.