What are the responsibilities and job description for the Client Success Specialist position at NeoGenomics Laboratories?
Description
NeoGenomics Laboratories
Job Description
Job Title:
Client Success Specialist
Level
N/A
Exemption Status
Exempt
Department
Client Success / Sales Enablement
Reports To
Manager, Client Success
Date Prepared
Date Revised:
December 12, 2022
Summary
The Client Success Specialist (CSS) is a regional lead able to provide training, leadership, and services for a specific regional sales team and clients that exist in a given region. The CSS will perform a greater number and/or more varied amount of complex or difficult tasks and assignments related to client management and sales assistance. The CSS will work closely with Sales, Client Services, and Operations utilizing their detailed knowledge of NeoGenomics testing and support services to help coordinate the client’s personalized needs within their assigned region.
Responsibilities
Core Responsibilities:
Bachelor’s degree in Business Administration or related field is preferred but not required
Experience
A minimum of two (2) years of general experience customer service/sales support experience supporting a commercial team
Qualification
Requirements
No certification required
Travel Required
Yes
Employee Signature: ____________________________________________ Date: _____________________________
All qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status.
NeoGenomics Laboratories
Job Description
Job Title:
Client Success Specialist
Level
N/A
Exemption Status
Exempt
Department
Client Success / Sales Enablement
Reports To
Manager, Client Success
Date Prepared
Date Revised:
December 12, 2022
Summary
The Client Success Specialist (CSS) is a regional lead able to provide training, leadership, and services for a specific regional sales team and clients that exist in a given region. The CSS will perform a greater number and/or more varied amount of complex or difficult tasks and assignments related to client management and sales assistance. The CSS will work closely with Sales, Client Services, and Operations utilizing their detailed knowledge of NeoGenomics testing and support services to help coordinate the client’s personalized needs within their assigned region.
Responsibilities
Core Responsibilities:
- Must demonstrate proficiency in all Core Responsibilities of a Client Services Advocate.
- Prioritizes tasks as necessary to maintain a streamlined workflow within their region to resolve issues in a timely and efficient manner
- Communicates effectively within regional team
- Stays up-to-date on new test offerings and changes of procedures
- Assist Supervisor in tracking daily, weekly, and monthly account metrics to evaluate trends within region (IE: VOC, Online ordering, SFIs)
- Monitors and maintains quality and productivity objectives along with other key indicators on a routine basis
- Proactively identify QC and Compliance issues
- Assesses and responds to situations where standard protocol has failed in resolving customer or sales issues and works to resolve issues with other departments.
- Maintains a solid understanding of Logistics and Accessioning
- Able to assist clients with account set-up, LIS user access and user issues, online ordering assistance, and IT concerns
- Able to function at the highest level within SalesForce.com and LIS, and be a QA and training resource on these systems
- Responsible for coordinating sales support processes and implementations as well as providing administrative support to the sales team
- Spearhead new client “Fresh Start” and at-risk client “Case Management Monitoring” programs within their regions.
- Identifies appropriate client issues for escalation to Management and Sales
- Compiles and prepares specialized reports for distribution to Management and Sales
- Ensures interdepartmental communication of all relevant Operations and Client Service related issues
- Assist with Data Integrity Projects
- Participate in sales meetings (conference and live) to include assigned regional meetings, and disseminates pertinent information to regional teams
- Investigate and initiate Client Complaints and NCEs
- Point of Contact for Regional Directors and Clients when TBMs are unavailable
- Assists the Department leadership in implementing process improvements within the department
- Assists the Department leadership in implementing and meeting departmental goals
- Establishes and maintains positive and effective working relationships within the team and with other internal and external customers
- Training new and existing clients on Neo systems to reduce delays and outbound calls to clients; and can serve as a NeoGenomics Application Support specialist
- Thoroughly documents all projects worked within account via SFDC
- Standing, sitting, walking, bending, reaching, manual manipulation, and lifting up to 15 pounds
- Other duties or projects as assigned by the Supervisor of Client Success or VP Sales Enablement
- Outbound communication to prospects guided by agreed upon targets with Regional Director (IE: New test launches, upsell opportunity, prospecting/new sales leads).
- Maintains satisfactory results on all department specific competency assessments
- Works productively and efficiently to achieve company and departmental goals
- Maintains a professional image at all times.
- Projects a professional tone through telephone and email communications to internal and external customers
- Continuously provide excellent customer service in an efficient and effective manner to assure customer satisfaction and quality patient care
- Lives the NeoGenomics Laboratories core values, and adheres to safety and compliance policies and procedures; as well as works toward company critical success factors outlined on each year’s NeoGenomics Focus Chart
Bachelor’s degree in Business Administration or related field is preferred but not required
Experience
A minimum of two (2) years of general experience customer service/sales support experience supporting a commercial team
Qualification
Requirements
- Excellent typing, data entry, and customer service skills
- Proficient with MS Office programs and database management
- Experience managing multiple projects
- Highly focused on service orientation
- Strong organizational skills and attention to detail
- Dependable: Being reliable, responsible, dedicated, committed and fulfilling obligations
- Integrity: Accepting and adhering to high ethical, moral, and personal values in decisions, communications, actions an when dealing with others
- Ability to adapt to changing procedures, policies, and work environment
- Ability to communicate effectively, both written and oral
- Ability to work in a cross-functional cross-country team environment
- Strong organizational skills, attention to detail, and follow up skills
- Ability to work independently and as a team player
- Must be willing to work in a fast paced, multi-tasking environment and maintain production and quality standards
- Ability to handle stressful situations and demonstrate a potential for strong problem solving skills
- Ability to communicate testing information to both a technical and non-technical audience
- Up to 20% field travel required with overnights
No certification required
Travel Required
Yes
Employee Signature: ____________________________________________ Date: _____________________________
All qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status.
Salary : $57,412 - $90,000
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