Customer Success Product Specialist

At CancerIQ, our technology is expanding access to precision cancer prevention, early detection & treatment to more patient populations. We build software and design services that make it easy for health systems to use genetic information to get ahead of cancer at scale. Our best-in-class, science-based platform is proven to double genetic counseling service capacity, quadruple genetic testing uptake & significantly improve screening compliance. To date, CancerIQ has raised over $26 million to deliver on our mission, with our Series B funding round led by Merck Global Health Innovation Fund and Amgen Ventures.

Our team is made up of a committed, all-in group of people who are as driven to ending cancer as we know it as the providers and patients we serve. This has led to a growing network of over 200 clinical locations across the country, with a robust ecosystem of partners in the diagnostic and genomics space behind us. But we’re committed to scaling quickly – in this era of tremendous progress against cancer, we’re looking for people to be just as tremendously committed to their work at CancerIQ. If you want your work to matter, join us.

Overview

We are seeking a highly organized and detail-oriented individual to fill the role of a Customer Success Product Specialist at CancerIQ. The ideal candidate will have a strong background in customer support, customer communication and technical troubleshooting as well as a firm grasp of SaaS solutions and ongoing product enhancements. This role will involve providing comprehensive support to our most elite customers and internal teams by meticulously documenting requirements, customer feedback, maintaining system documentations and more.

Key Responsibilities:

• Respond to escalated customer inquiries and requests promptly and professionally.
• Provide customer support to test, debug and troubleshoot applications, with the support of internal engineering and product team members.
• Manage JIRA ticket creation and linking, ensuring efficient communication and problem resolution.
• Lead and create customer training at various levels.
• Partner with Product and Engineering to document technical requirements for enhancements, as needed.
• Writing, updating, and maintaining product documentation, training documentation and customer facing help articles.
• Facilitate the creation and management of system customizations, ensuring clear communication and alignment with customer requirements.
• Gather and relay customer feedback to the product team, ensuring that customer insights are effectively communicated and addressed.

If you're passionate about healthcare technology and thrive in a customer-facing role that combines analytical thinking with technical expertise, we encourage you to apply for the Customer Success Product Specialist position at CancerIQ. Join us in our mission to empower healthcare providers and improve patient outcomes through innovative technology solutions.

• Bachelor's degree in a relevant field or equivalent experience.
• Strong analytical skills with the ability to interpret data and generate actionable insights.
• Excellent communication and interpersonal skills, with a customer-centric approach to problem-solving.
• Ability to manage multiple tasks and priorities in a fast-paced environment

Nice to Have:

• Proficiency with Zendesk, JIRA, and other customer support and analytics tools.
• Comfortability with AI tools like ChatGPT.
• Clinical knowledge or experience in a clinical setting.
• Experience with HTML and technical troubleshooting is highly desirable

• Competitive pay and benefits (Health, Vision, Dental, HSA/FSA, EAP, 401-K, Commuter Benefits)
• Headquartered in Chicago's iconic Wrigley Building, with complementary Water Taxi service to and from Union and Ogilvy Stations
• Complementary gym membership with daily instructor-led classes located in the building
• Generous company paid holidays and monthly CancerIQ mental health days
• Formal training and professional development opportunities
• Bi-annual "All Hands" weeks where local Chicago employees convene and connect with employees based in other cities
• Passionate, high-energy culture with a team of people that are excited to get stuff done and make an impact
• Building things that save lives