Client Service Manager

Etalon is a privately held Silicon Valley biotechnology company that has developed a revolutionary veterinary genetic profiling service. Primarily about the preclinical and agricultural markets, the initial focus of Etalon’s service is on the horse as a model species and is undergoing expansion to include a canine focus.

Role Responsibilities:

• Build and manage Client Service systems, to include HubSpot, and the Client Services team needed to prioritize, resolve, and track customer issues and, in the process, support the sales & marketing teams.
• Provide supervision and guidance to resolve any client escalations as well as maintain a high quality of accuracy and professionalism in communications with clients.
• Identify and implement process improvements to optimize customer service operations.
• Develop a customer satisfaction stack and use this stack to analyze and report on retention, reduce churn, and customer satisfaction.
• Work with the Leadership team to share your customer needs, wants, and satisfaction findings along with recommendations and initiatives to improve and grow customer engagement.
• Manage studies as needed in conjunction with Lab Operations and R&D to track requirements, orders, and client information as well as manage all study-related correspondence with clients and interface with veterinarians and scientists.
• Assist in the management of Etalon's Affiliates and Breeder's Programs and in the design, implementation and management of Etalon's Canine Programs
• Assist Sales and Marketing in the design of contracts for various programs, clients, and associations
• Connect with VIP customers who have had experiences with Etalon to collect reviews, images and feedback for social media promotions and improving experience/quality
• Schedule and conduct VIP client consultations to discuss test results and equine and canine science literature
• Monitor and follow-up on FaceBook and Instagram responses to posts
• Actively manage Etalon’s HubSpot software platform

• Bachelor's degree in science or a related field, preferred
• 3-5 years of directly related Client Service experience
• 2 years’ experience managing client service teams
• Strong working knowledge of HubSpot and Google Suite
• Ability to communicate effectively, in both written and oral formats
• Proven experience successfully working cross-functionally with Sales and Marketing departments
• Excellent organizational skills and careful attention to detail
• High level of self-motivation, energy and integrity
• Vet tech and/or lab experience a strong plus
• A love and knowledge of horses and equine science highly preferred