Natera - Manager, Oncology Provider Experience
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Requirements
• ● A bachelor's degree required; MBA or advanced degree in Healthcare/Bio-Tech preferred. • ● 7+ years of experience, with at least 2 years in a leadership or people management capacity within Customer Success or Sales Operations. • ● Technical mastery of CRM and Data tools; experience building complex automations and advanced reporting in Snowflake, PowerBI, or similar tech stacks. • Technical mastery of CRM and Data tools • ● Background in Oncology or Molecular Diagnostics is highly desired; familiarity with clinical lab workflows and provider expectations is essential. • Background in Oncology or Molecular Diagnostics • ● proven experience creating programs, templates, and operational processes from scratch in a fast-paced environment. • ● Strong operator capable of driving alignment across matrixed teams, including Sales, Medical Affairs, and IT. • Strong operator • ● Project management experience preferred, with ability to coordinate cross-functional projects, manage timelines and competing priorities, and drive execution. • OUR OPPORTUNITY • OUR OPPORTUNITY • Natera™ is a global leader in cell-free DNA (cfDNA) testing, dedicated to oncology, women’s health, and organ health. Our aim is to make personalized genetic testing and diagnostics part of the standard of care to protect health and enable earlier and more targeted interventions that lead to longer, healthier lives. • The Natera team consists of highly dedicated statisticians, geneticists, doctors, laboratory scientists, business professionals, software engineers and many other professionals from world-class institutions, who care deeply for our work and each other. When you join Natera, you’ll work hard and grow quickly. Working alongside the elite of the industry, you’ll be stretched and challenged, and take pride in being part of a company that is changing the landscape of genetic disease management.
Responsibilities
• ● Architect and implement the "White Glove" infrastructure, including the creation of standardized email templates, outreach cadences, and automated triggers for the onboarding journey. • Architect and implement the "White Glove" infrastructure • ● Manage and mentor a team of 4 CSMs, providing coaching on provider engagement, issue resolution, and data-driven account management. • Manage and mentor a team of 4 CSMs • ● Build and maintain a suite of reporting tools and dashboards (utilizing Snowflake and PowerBI) to track team KPIs, sample throughput, and provider health scores. • Build and maintain a suite of reporting tools and dashboards • ● Define the "Success Framework" for new provider onboarding, establishing clear benchmarks for what constitutes a "frictionless" transition to Natera. • Define the "Success Framework" • ● Lead the integration of CRM automations and communication platforms to ensure the team can scale their "white glove" touch without a proportional increase in manual labor. • Lead the integration of CRM automations • ● Identify and mitigate systemic friction points by synthesizing feedback from your team and collaborating with Product, Engineering, and Clinical Operations. • Identify and mitigate systemic friction points • ● Quantify the ROI of the White Glove program, delivering regular reports to executive leadership on provider retention, time-to-first-result, and long-term test utilization. • Quantify the ROI of the White Glove program • ● Standardize cross-functional workflows with MSLs and Sales to ensure a unified Natera voice during the critical first 90 days of the provider relationship. • Standardize cross-functional workflows • ● Quantify the impact of high-touch intervention on long-term provider retention and test utilization. • Quantify the impact of high-touch intervention
Benefits
• Competitive Benefits - Employee benefits include comprehensive medical, dental, vision, life and disability plans for eligible employees and their dependents. Additionally, Natera employees and their immediate families receive free testing in addition to fertility care benefits. Other benefits include pregnancy and baby bonding leave, 401k benefits, commuter benefits and much more. We also offer a generous employee referral program! • For more information, visit www.natera.com.
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