Customer Success Representative (On-site, Jacksonville, FL)

ArteraAI; Jacksonville (FL); On-site; USD 60,000 - 80,000; Full time

Job summary

ArteraAI is seeking a Customer Success Representative to enhance client engagement and operational efficiency at their Jacksonville facility. This role involves supporting healthcare professionals through onboarding and product ordering while maintaining high standards of service. Ideal candidates will possess strong problem-solving skills and a customer-centric mindset, contributing to the company's mission of personalizing therapy for cancer patients.

Benefits

401k matching

Unlimited PTO

Qualifications

• Minimum 1 year experience in customer service, preferably in healthcare.
• 3+ years in team-based environments.
• Preferred experience in laboratory settings.

Responsibilities

• Serve as a primary contact for users of Artera’s products.
• Guide customers through onboarding and troubleshooting.
• Partner with internal teams to resolve issues.

Skills

Problem-solving

Communication

Organizational skills

Education

Bachelor’s degree

Tools

Zendesk

Salesforce

Job description

Customer Success Representative (On-site, Jacksonville, FL)

Join to apply for the Customer Success Representative (On-site, Jacksonville, FL) role at ArteraAI.

About Us:

Artera is an AI startup that develops medical artificial intelligence tests to personalize therapy for cancer patients. Our mission is to personalize medical decisions for patients and physicians globally.

Role Overview:

This lab-based Customer Success Representative (CSR) will be located at our CLIA facility in Jacksonville, FL. The role involves delivering a world-class customer experience by supporting clinicians, clinical staff, and administrators through onboarding, training, and product ordering. It combines operational tasks with a customer-first mindset, emphasizing responsiveness, professionalism, and collaboration. You will work cross-functionally and be empowered to solve problems proactively while maintaining high standards of performance.

Essential Responsibilities:

1. Customer Engagement & Support:
   • Serve as a primary contact for users of Artera’s products.
   • Guide customers through onboarding, ordering, and troubleshooting promptly and courteously.
   • Provide empathetic, solution-oriented support, understanding customer needs.
2. Operational Excellence:
   • Use tools like Zendesk and Salesforce to manage support tickets accurately.
   • Maintain documentation and follow SOPs.
   • Identify opportunities for workflow or experience improvements.
3. Cross-Functional Collaboration:
   • Partner with internal teams to resolve issues and ensure smooth communication.
   • Share insights to contribute to product development and service enhancements.
   • Assist with processing shipments, ensuring proper documentation, labeling, and storage.
   • Help prepare, package, and ship materials, tracking shipments and updating statuses.
   • Support sample progression through lab workflows, resolving delays collaboratively.

Performance Expectations:

1. Customer-Centric Mindset:
   • Approach interactions with empathy, patience, and focus on customer experience.
   • Proactively seek solutions and ensure resolution.
2. Effective Communication:
   • Communicate clearly and respectfully in writing and verbally.
   • Actively listen and tailor responses to customer needs.
3. Accountability & Ownership:
   • Own assigned tasks and follow through to completion.
   • Own mistakes and learn from them.
4. Time Management & Efficiency:
   • Prioritize tasks based on urgency and impact.
   • Balance workload to meet responsiveness and resolution benchmarks.
5. Adaptability & Growth:
   • Embrace change and remain resilient in a startup environment.
   • Seek feedback and improve performance continually.

Qualifications:

• Bachelor’s degree required.
• Minimum 1 year experience in customer service, preferably supporting healthcare professionals.
• 3+ years working in team-based environments.
• Proficiency with customer service platforms like Zendesk preferred.
• Strong problem-solving, communication, and organizational skills.
• Preferred experience in laboratory settings (e.g., pathology, biochemistry, molecular biology).

Compensation & Benefits:

$21 - $25 an hour, competitive and commensurate with experience. Benefits include 401k matching, unlimited PTO, and more.

Equal Opportunity Statement:

At Artera, we value diversity and are an equal opportunity employer. We do not discriminate based on race, color, religion, national origin, age, sex, disability, gender identity, sexual orientation, marital status, veteran status, or any other protected characteristic.