The Client Success Manager is responsible for managing enterprise customer accounts, developing relationships, delivering reports, and driving revenue growth through customer engagement and retention strategies.
Our mission is to detect cancer early, when it can be cured. We are working to change the trajectory of cancer mortality and bring stakeholders together to adopt innovative, safe, and effective technologies that can transform cancer care.
We are a healthcare company, pioneering new technologies to advance early cancer detection. We have built a multi-disciplinary organization of scientists, engineers, and physicians and we are using the power of next-generation sequencing (NGS), population-scale clinical studies, and state-of-the-art computer science and data science to overcome one of medicine’s greatest challenges.
GRAIL is headquartered in Menlo Park, California, with locations in Washington, D.C., North Carolina, and the United Kingdom. It is supported by leading global investors and pharmaceutical, technology, and healthcare companies.
For more information, please visit grail.com.
GRAIL is seeking a Client Success Manager to oversee a book of business within our enterprise customer accounts. The Client Success Manager (CSM), is a strategic, solutions-oriented, collaborative, professional experienced in account management. You will have the opportunity to establish standard workflows to support enterprise accounts. This role will bring an entrepreneurial spirit and a proven track record for nurturing and developing accounts. The CSM will be a self-motivated individual with a keen sense of GRAIL’s value proposition and ability to flex between thinking strategically and managing relationships to getting deep into problem solving operational solutions to deliver back to the account.
A high-impact role, the CSM will have the opportunity to drive meaningful change in both the short and long term for GRAIL while leading a portfolio of clients.
This position can be remote based within the US.
Responsibilities:
- Serve as the GRAIL quarterback for a pool of customers, owning and maintaining strong relationships with enterprise customers.
- Establish professional relationships and trusted advisor status with client contacts and leaders
- Lead internal cross-functional efforts to deliver an effective program, including collaboration with the sales team, operations, legal, finance, marketing, business development, product management, and implementation.
- Develop and deliver key client deliverables including program operational success metrics, quarterly outcomes reports, analysis and recommendations for additional areas for growth and development.
- Monitor customer health, highlighting risks and opportunities that need executive oversight and resolution; prepare quarterly partner updates for senior leadership both within GRAIL and the partner organizations.
- Communicate professionally with HR benefit leaders; anticipate customer needs and correspond proactively.
- Key performance indicators for this role include driving pull through of tests for eligible individuals with each customer to meet and exceed annual revenue targets within GRAIL, maintaining strong customer health and reference ability, and ensuring customer/revenue retention during contract renewals.
Preferred Qualifications:
- Preferred Bachelor's Degree and 8 years’ work experience.
- Proven account manager with a demonstrated track record of success and at least 3 years experience in client success/account management / account sales management roles related to healthcare and/or benefits.
- Strong written and verbal communication and be comfortable in operations.
- Strong track record in stakeholder management, both internally and externally.
- Demonstrated ability/flexibility to work cross functionally in a fast-growing company where face-paced change is the norm.
- Project and time management experience: ability to multitask and prioritize to manage multiple projects simultaneously.
- Leadership engagement and ability to escalate concerns effectively, organize description of the issue and ID team members to involve for a solution.
- Architecting a clear narrative around value delivery to the customer, the GRAIL platform, and the importance of GRAIL’s mission.
- A proven track record of working effectively in a product and customer-first technology company with rapid change and growth.
- Strong internal collaboration skills to effectively work across nearly every team at GRAIL.
- Up to 20% travel required for customer account meetings and other team meetings
Expected full time annual base pay scale for this position is $97K-$121K. Actual base pay will consider skills, experience and location
Based on the role, colleagues may be eligible to participate in an annual bonus plan tied to company and individual performance, or an incentive plan. We also offer a long-term incentive plan to align company and colleague success over time.
In addition, GRAIL offers a progressive benefit package, including flexible time-off, a 401k with a company match, and alongside our medical, dental, vision plans, carefully selected mindfulness offerings.
GRAIL is an Equal Employment Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status. We will reasonably accommodate all individuals with disabilities so that they can participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation. GRAIL maintains a drug-free workplace.
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