Customer Success Representative I (West Coast Region)

Artera is an AI startup that develops medical artificial intelligence tests to personalize therapy for cancer patients. An Artera Customer Success Representative (CSR) plays a key role in delivering a world-class experience to customers, including clinicians, clinical staff, and administrators, by supporting them through onboarding, training, and product ordering. This role combines operational execution with a customer-first mindset and works closely with the sales team and cross-functionally. Hours are Monday through Friday, 8:30 AM - 5:00 PM PST (remote position).

Responsibilities

Deliver empathetic, solution-oriented support to Artera customers (clinicians, clinical staff, laboratory staff, administrators); Collaborate with internal partners (Sales, Product, Lab, Billing and Operations) to resolve customer issues and ensure timely communication; Effectively manage orders through the review of reports and/or dashboards; Provide support case resolution for assigned orders with accuracy and attention to detail; Understand and utilize information from pathology reports and other relevant clinical documents to support the order process; Maintain consistent daily documentation and follow standard operating procedures (SOPs); Balance workload while meeting responsiveness and resolution benchmarks, prioritizing by urgency and customer impact; Identify and communicate opportunities for workflow or experience improvements and share field insights to contribute to product development and service enhancements; Communicate clearly and respectfully in writing and verbally; Actively listen and tailor responses to different customer profiles and needs; Proactively seek solutions and follow through to ensure resolution; Support customers through onboarding, training, and product ordering

Requirements

Bachelor degree required; 2 year minimum of customer service experience within healthcare or a clinical reference laboratory; 3 years minimum experience working in a collaborative environment; Understanding of clinical data and ability to convey sales and marketing messages; Thorough knowledge of customer service practices and sales principles; Strong problem-solving, communication, and organizational skills

Nice to have

Previous sales support experience; Experience with Salesforce, Slack and Zendesk