Customer Success Representative I

About Us: Artera is an AI startup that develops medical artificial intelligence tests to personalize therapy for cancer patients. Artera is on a mission to personalize medical decisions for patients and physicians on a global scale.

The hours of this role are Monday through Friday, 8:30 AM - 5:00 PM PST.

An Artera Customer Success Representative (CSR) plays a key role in delivering a world-class experience to our customers—including clinicians, clinical staff, and administrators—by supporting them through onboarding, training, and product ordering. This role combines operational execution with a customer-first mindset, emphasizing responsiveness, professionalism, and collaboration. You’ll work very closely with the sales team and cross-functionally, empowered to solve problems proactively while embodying our standards for high performance.

Essential Responsibilities:

- Deliver empathetic, solution-oriented support to Artera customers (clinicians, clinical staff, laboratory staff, administrators) that reflects an understanding of customer needs, with a focus on providing the best service and ordering experience.

- A team player who collaborates with internal partners effectively (Sales, Product, Lab, Billing and Operations) to resolve customer issues and ensure professional, timely communication.

- Effectively manage orders through the review reports and/or dashboards.

- Provide support case resolution for assigned orders with accuracy and attention to detail.

- Understand and utilize information from pathology reports and other relevant clinical documents to support the order process.

- Maintain consistent documentation every day and follow standard operating procedures (SOPs).

- Balance workload while meeting responsiveness and resolution benchmarks. Prioritize work based on urgency and customer impact.

- Identify and communicate opportunities for workflow or experience improvements. Share insights from the field to contribute to product development and service enhancements.

- Approach every interaction with empathy, patience, and a genuine focus on the customer experience.

- Communicate clearly and respectfully, both in writing and verbally by delivering Professional telephone, email and instant message etiquette.

- Actively listen and tailor responses to different customer profiles and needs.

- Proactively use a problem-solving mindset to seek solutions and follow through to ensure resolution.

- Embrace change and remain resilient in a dynamic startup environment.

- Strong analytical and multitasking skills demonstrated daily within a fast paced, time sensitive environment.

- Conflict resolution oriented and highly effective at overcoming obstacles.

- Seek constructive feedback and apply learning to improve performance.

Education and Experience Requirements:

- Bachelor degree required

- 2 year minimum of customer service experience within healthcare or a clinical reference laboratory

- 3 years minimum experience working in a collaborative environment

- Previous sales support experience preferred

- Understanding of clinical data and ability to convey sales and marketing messages

- Thorough knowledge of customer service practices and sales principles

- Strong problem-solving, communication, and organizational skills

- Experience with Salesforce, Slack and Zendesk preferred