Director of Customer Success


Salt Lake City, UT

Industry: Pharmaceuticals & Biotech


8 - 10 years

Posted 16 days ago

  by    Chris Roman

Director of Customer Success


The Director of Customer Success will be responsible for leading the Customer Service and Therapy Access functions to deliver exceptional customer experience while ensuring efficient operations and compliance. The candidate will develop and manage a team of customer service and therapy access specialists, develop policies, processes, procedures, tools, and systems. S/he will have responsibility over the customer support function, serving all customers including physicians, physicians' office teams, patients, and caregivers. The Director of Customer Success will also have responsibility over our therapy access activities, helping providers get access to off-label therapies for their patients.

Externally, this position will interface with medical professionals and their staff, patients, pathology labs, health plans, foundations, and pharmaceutical companies. Internally, the Director of Customer Success will collaborate with Lab Operations, Molecular Tumor Board, Commercial, and Revenue Cycle teams to collectively create an exceptional end-to-end customer experience. 

To be successful in this position, the desired candidate is customer service oriented, experienced in provider and medical staff interactions, and has strong leadership, problem solving, and communication skills, high energy, strong technical capabilities, and the aptitude for continuous improvement. 

Primary Responsibilities and Essential Duties

  • Deliver exceptional customer experience, from physician order through delivery of TheraMap® results, to therapy access
  • Lead the Customer Service and Therapy Access teams through design, build, optimization, as well as hands-on oversight and support
  • Oversee daily operational workflows including order management, customer and patient inquiries, specimen retrieval, logistics tracking, accessioning of specimens, tumor board participation, report delivery, and therapy access
  • Facilitate and role-model strong and clear communication to ensure efficient integration with the internal and external teams as well as cross-functional activities associated with patient and physician experience 
  • Build relationships and collaborate with other NAVICAN functions, including Lab Operations, Molecular Tumor Board, Commercial, and Revenue Cycle
  • Act as point of escalation for departmental issues, including internal and external challenges
  • Resolve problems or questions for providers, their office staff, and the NAVICAN sales team
  • Build on the existing processes, systems, templates, to streamline inefficiencies, identify and fill documentation gaps, and generate creative solutions to barriers
  • Develop relationships with health plans, foundations, and pharma companies to collaborate on streamlining the therapy access
  • Collaborate with the Technology department to identify and implement technology solutions to scale and streamline operations
  • Recruit, coach, and develop team members
  • Serve as a resource for the sales team to enhance customer satisfaction
  • Maintain strict confidentiality, adhere to all HIPAA, Medicare, Medicaid compliance guidelines and regulations
  • Perform various other duties as assigned


  • Strong leadership and management skills
  • Exceptional customer-service skills and orientation
  • Solid understanding of the provider and patient landscape
  • Outstanding communication and interpersonal skills
  • Demonstrated ability to work independently as well as in a team 
  • Excellent decision-making and problem-solving skills
  • Demonstrated excellence in KPI or metrics driven environment
  • Proven track record in process improvement or development
  • Ability to recruit, develop and mentor others
  • Experience handling physician inquiries, questions, issues; ability to engage, educate, and collaborate with physicians and their staff, and the ability to train others in the same
  • Strong ability to manage projects, processes, and meet deadlines
  • Excellent working knowledge of CRM, spreadsheet, workflow management tools, PowerPoint and Word
  • Ability to maintain strong interpersonal skills to work effectively with internal team, patients, and clients
  • Entrepreneur at heart with hands-on and can-do attitude
  • Outstanding organizational and personal time management skills 
  • Excellent attention to detail and ability to perform under pressure
  • Demonstrated ability to handle confidential information appropriately 

Education and Experience

  • Bachelors degreerequired; Masters degree in healthcare field or Nursing degreepreferred
  • 7+years customer service leadership experience, ideally clinical laboratory, cancer care or other healthcare provider setting


NAVICAN is an EOE/AA employer and offers competitive salary and benefits package.

$90K - $100K