Customer Service Manager Diagnostics
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Job Location:
Wilmington, DE - USA
Monthly Salary:
Not Disclosed
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
About Us
We are a leading gastrointestinal health company delivering minimally invasive diagnostics to transform access to esophageal care. OurEndoSign test combines a simple swallowable device with cutting-edge laboratory biomarkers and analytics to detect esophageal cancer and its precursor Barretts esophagus.
Operating across the US and UK life-science hub with hybrid remote and onsite teams we are expanding our pipeline to address new high-impact targets across gastroenterology and related fields. Youll join a close-knit team of experts in our field who collaborate daily to translate breakthrough ideas into real-world solutions.
AtCyted Health every voice matters. Whether youre in R&D Commercialisation Medical Affairs or Operations youll have the chance to lead projects influence strategy and broaden your skill set across the company. We champion diverse backgrounds and perspectives fostering an inclusive culture where everyone can thrive and innovate.
If youre inspired by purpose motivated by challenge and eager to make a meaningful impact on patient lives wed love to hear from you. We usually recruit on a rolling basis with the following four stages:
Operating across the US and UK life-science hub with hybrid remote and onsite teams we are expanding our pipeline to address new high-impact targets across gastroenterology and related fields. Youll join a close-knit team of experts in our field who collaborate daily to translate breakthrough ideas into real-world solutions.
AtCyted Health every voice matters. Whether youre in R&D Commercialisation Medical Affairs or Operations youll have the chance to lead projects influence strategy and broaden your skill set across the company. We champion diverse backgrounds and perspectives fostering an inclusive culture where everyone can thrive and innovate.
If youre inspired by purpose motivated by challenge and eager to make a meaningful impact on patient lives wed love to hear from you. We usually recruit on a rolling basis with the following four stages:
- Initial Conversation An online meeting with Maddie a member of our People team to learn about your skills & experiences and for you to explore what it is like to work with us.
- Line Manager InterviewAnonline meeting with the hiring manager(s) to specifically discuss the role further.
- Team Interview & Assessment An onsite opportunity to meet the wider team sometimes accompanied by an assessment or presentation on a topic related to the role.
- Final Interview An online meeting with our CEO to discuss your goals and the companys history and vision.
Job Summary
This year is pivotal for Cyteds medical device and diagnostic test. We are looking for an experienced Customer service Manager who knows what good looks like and is motivated to build it. Partnering closely with the Chief Commercial Officer and the Sales team you will directly establish and carry out customer onboarding training and ongoing engagement building trusted relationships with clinicians administrators and operational staff. As our first boots on the ground in this role you will set the tone for communication with US healthcare customers ensuring seamless adoption retention and growth of Cyteds medical device.
As the Customer Service Manager you will play a hands-on role in setting up and owning end-to-end service for Cyteds early-stage diagnostics. You will form the operational backbone of customer delivery including scheduling logistics reporting and CRM management. Establishing Cyteds customer service function from the ground up you will design processes systems and best practices while personally managing key customer accounts.
Acting as a strategic partner whilst the business scales you will lay the groundwork for a future team to grow beneath you ensuring a strong foundation for predictable renewals adoption and customer satisfaction. You will clarify customer objectives define service measures and drive utilisation to deliver clinical and operational value. This requires proactive monitoring of account health identifying risks and opportunities and ensuring feedback informs Cyteds products and processes. You will triage and resolve customer enquiries serving as a key liaison across sales billing and laboratory teams to ensure timely and effective issue resolution.
As the Customer Service Manager you will play a hands-on role in setting up and owning end-to-end service for Cyteds early-stage diagnostics. You will form the operational backbone of customer delivery including scheduling logistics reporting and CRM management. Establishing Cyteds customer service function from the ground up you will design processes systems and best practices while personally managing key customer accounts.
Acting as a strategic partner whilst the business scales you will lay the groundwork for a future team to grow beneath you ensuring a strong foundation for predictable renewals adoption and customer satisfaction. You will clarify customer objectives define service measures and drive utilisation to deliver clinical and operational value. This requires proactive monitoring of account health identifying risks and opportunities and ensuring feedback informs Cyteds products and processes. You will triage and resolve customer enquiries serving as a key liaison across sales billing and laboratory teams to ensure timely and effective issue resolution.
Working Pattern and Location
The role is a full-time position with a standard 40 hour working week. The role holder may be required to work flexibly.
The Customer Service Manager will be remote based located on the eastern time zones and may need to visit other company sites when and if required.
The Customer Service Manager will be remote based located on the eastern time zones and may need to visit other company sites when and if required.
What you will be doing
Operational Implementation Delivery and Team Ownership
Customer Relationship and service Management
Issue Management and Continuous Improvement
- Build Cyteds customer service function end-to-end designing customer-focused regulatory-aware frameworks processes and tools to support healthcare providers.
- Own delivery of high-value clinical clients ensuring adoption renewals and growth through responsive problem-solving account ownership and scalable best practices.
- Set clear goals service measures and reporting methods to monitor customer health and performance.
- Lead collaborative cross-functional partnerships with product support operations and commercial teams to ensure seamless delivery and rapid issue resolution.
- Establish and oversee all customer operational workflows and account administration ensuring accuracy consistency and regulatory compliance.
- Track and analyse customer performance data to identify adoption trends usage gaps and opportunities for improvement.
- Create the groundwork for future team growth by defining smooth and scalable structure capabilities and onboarding processes.
- Maintain end-to-end accountability for customer satisfaction retention and operational efficiency as the function scales in a resilient healthcare environment.
Customer Relationship and service Management
- Proactively monitor account health through regular check-ins usage analysis and performance reviews -identifying risks early and taking corrective action.
- Act as the primary point of contact for healthcare customers leading end-to-end service with minimal oversight and high ownership.
- Build and maintain relationship-driven trusted partnerships with clinicians administrators and operational teams to drive satisfaction retention and growth.
- Represent the voice of the customer internally ensuring feedback informs product improvements operational processes and strategic planning.
Issue Management and Continuous Improvement
- Earn customer confidence as the first line of support for customer enquiries problem-solving across technical operational clinical and administrative domains.
- Maintain clear transparent and responsive communication with customers throughout issue triage progress and resolution.
- Record all interactions escalations and outcomes in CRM or ticketing systems to ensure traceability and learning.
Who you are
Were seeking a proactive hands-on and relationship-driven Customer service Manager who thrives in fast-moving environments and combines strategic insight with operational excellence. The ideal candidate will have excellent experience managing healthcare or diagnostics partnerships with the empathy communication skills and analytical mindset to ensure Cyteds customers are fully supported and set up for service.
Therefore you will have:
Therefore you will have:
- 5 years experience in a customer-facing role (customer service account management operations or support)
- Experience managing triage and escalation of healthcare customer issues in a structured way
- A bachelors degree in Life Sciences Healthcare Business or a related field (desirable not essential if relevant experience is proven)
- Experience in healthcare diagnostics or medical technology
- Ability to build strong relationships with clinicians operational staff administrators and other key stakeholders
- A builders approach to creating new processes that drive efficiency
- Comprehensive understanding of operational workflows scheduling and customer service processes
- Customer-first mindset with a proactive empathetic and solution-oriented approach
- Adaptable ability to work independently in a fast-paced remote-first environment
- Collaborative skills to comfortably work cross-functionally across geographies
- Motivation to improving healthcare outcomes and contributing to Cyteds mission
How we work
At Cyted how we work is just as important as the impact we create. Following our recent Series B fundraise and with increasing US attention we are entering a defining stage of growth. As a Customer Service Manager you will play a critical role in shaping how Cyted supports our US healthcare providers adopting our technology building the foundations of our customer service function and ensuring clinicians and operational teams receive responsive high-quality support.
Wecare deeply about the clinicians partners and patients our work ultimately this role care means establishing and maintaining trusted relationships with healthcare providers ensuring they feel supported informed and confident using Cyteds diagnostic solutions. You will act as the reliable partner to clinicians and operational teams ensuring their experience with Cyted is smooth responsive and valuable.
We expect you toown your responsibilities with confidence and accountability. As the first person in this role you will build and manage Cyteds customer service operations end-to-end - from onboarding and training to ongoing engagement and issue resolution. Your organisation responsiveness and attention to detail will ensure healthcare customers receive consistent high-quality service as Cyted scales.
Weaim high. Cyted is growing quickly and our customer service function must scale with us. You will help design processes systems and reporting that create a strong and scalable operational backbone for customer delivery. By monitoring account health identifying risks and opportunities and using insights from customer interactions you will help strengthen how Cyted supports adoption retention and long-term partnerships.
You will be expected todive deep into how our diagnostic services operate and how healthcare providers use them. By understanding customer workflows operational challenges and clinical objectives you will ensure Cyteds service model supports both clinical impact and operational efficiency. You will coordinate closely with sales laboratory operations and product teams to resolve issues quickly and improve the overall customer experience.
We encourage everyone tochallenge and commit. As Cyted establishes its customer service capability your ideas and insights will help shape how we engage with healthcare customers and build scalable service practices. Working cross-functionally across teams and geographies you will help ensure the voice of the customer informs product development operational improvements and commercial strategy.
Finally wedeliver. This role requires ownership responsiveness and follow-through. From onboarding new customers to resolving issues and strengthening long-term relationships your work will directly influence Cyteds ability to deliver value to healthcare providers and improve patient outcomes.
This is how we work at Cyted. If this sounds like an environment where you can build something meaningful shape a critical function and help bring innovative diagnostics to more patients wed love to hear from you.
Wecare deeply about the clinicians partners and patients our work ultimately this role care means establishing and maintaining trusted relationships with healthcare providers ensuring they feel supported informed and confident using Cyteds diagnostic solutions. You will act as the reliable partner to clinicians and operational teams ensuring their experience with Cyted is smooth responsive and valuable.
We expect you toown your responsibilities with confidence and accountability. As the first person in this role you will build and manage Cyteds customer service operations end-to-end - from onboarding and training to ongoing engagement and issue resolution. Your organisation responsiveness and attention to detail will ensure healthcare customers receive consistent high-quality service as Cyted scales.
Weaim high. Cyted is growing quickly and our customer service function must scale with us. You will help design processes systems and reporting that create a strong and scalable operational backbone for customer delivery. By monitoring account health identifying risks and opportunities and using insights from customer interactions you will help strengthen how Cyted supports adoption retention and long-term partnerships.
You will be expected todive deep into how our diagnostic services operate and how healthcare providers use them. By understanding customer workflows operational challenges and clinical objectives you will ensure Cyteds service model supports both clinical impact and operational efficiency. You will coordinate closely with sales laboratory operations and product teams to resolve issues quickly and improve the overall customer experience.
We encourage everyone tochallenge and commit. As Cyted establishes its customer service capability your ideas and insights will help shape how we engage with healthcare customers and build scalable service practices. Working cross-functionally across teams and geographies you will help ensure the voice of the customer informs product development operational improvements and commercial strategy.
Finally wedeliver. This role requires ownership responsiveness and follow-through. From onboarding new customers to resolving issues and strengthening long-term relationships your work will directly influence Cyteds ability to deliver value to healthcare providers and improve patient outcomes.
This is how we work at Cyted. If this sounds like an environment where you can build something meaningful shape a critical function and help bring innovative diagnostics to more patients wed love to hear from you.
Benefits
At Cyted we believe people do their best work when theyre supported trusted and cared for. We offer a comprehensive and competitive benefits package that reflects our commitment to your wellbeing development and long-term success.
Financial & Retirement Benefits:
Financial & Retirement Benefits:
- 401(k) Safe Harbor Planwith employer match:
- Dollar-for-dollar match on the first 1%
- 50 cents on the dollar up to 6%
- Automatic enrolment after 2 months
- Equity Participation: Share grants subject to board approval giving you a stake in our mission and long-term growth
- Access to the companys medical insurance with company contributions of up to $1000/month
- Access toself-pay vision and dental insurance options
- Life Insurance: 3x your annual base earnings employer-paid
- Long-Term Disability (LTD): 60% of base salary up to $10000/month
- Short-Term Disability (STD): 60% of salary up to $2500/week for up to 13 weeks
- Employee Assistance Program (EAP): Full access to our EAP platform including courses and resources to support your wellbeing
- 20 vacation days per year
- 8 sick days
- 8 paid holidays
- Parental Leave:
- 6 weeks fully paid primary caregiver leave
- 2 weeks fully paid secondary caregiver leave
- Holiday Purchase Scheme: Buy up to 5 extra vacation days per year
- Annual CPD Allowance: $1000 per year for professional development activities relevant to your role
- Regular Company Events: Including summer and holiday parties team socials and more
Required Experience:
Manager
Key Skills
About Company
Cyted is on a mission to build a world where disease is prevented rather than treated. We focus on providing innovative diagnostic technologies to drive the earlier detection of disease in the gastrointestinal tract, first focused on oesophageal cancer (and its precursor Barrett’s oes ... View more
