Commercial Trainer, Client Services Content Manager

GeneDx (Nasdaq: WGS) delivers personalized and actionable health insights to inform diagnosis, direct treatment, and improve drug discovery. The company is uniquely positioned to accelerate the use of genomic and large-scale clinical information to enable precision medicine as the standard of care. GeneDx is at the forefront of transforming healthcare through its industry-leading exome and genome testing and interpretation services, fueled by the world’s largest, rare disease data sets. For more information, please visit www.genedx.com.  

The Commercial Trainer, Client Services Content Manager applies broad expertise & knowledge in the development and program management of customer service skills, related functions and SOPs, cross-functional collaboration, client satisfaction, adult learning theory, and compliance training. Leads and contributes to development of content creation, delivery (both presentation and facilitation) as well as managing training programs to improve the knowledge and skills of new and experienced client-facing personnel. The knowledge required for this role is in the areas of specific GeneDx workflows and operations, systems and policies, as well as commercial launch navigation and execution. This role will also require a deep understanding and appreciation of various administrative responsibilities, including expertise in managing an LMS (Learning Management System), clear and concise communication and coordination, and organizational and operational partnership.

The Commercial Trainer, Client Services Content Manager will report to the Head of Training and Sales Enablement and will work with Client Experience, Clinical Operations, Lab Operations, Supply Chain, and Product and Technology leadership and other GeneDx commercial leaders to implement and execute training strategies to address the needs of the client-facing teams.  

Areas of focus will be onboarding, new hire training, advanced training, various internal systems (LIMS, SFDC, etc.), workflows, messaging, commercial enablement tools, including our Learning Management System (LMS), as well as regional meeting and national sales meeting support. 

Essential Duties and Responsibilities include the following. Other duties may be assigned. 

• Create, facilitate, and present client services content and assess training effectiveness for client-facing teams via quizzes, surveys, and practice activities. Content includes (but is not limited to):
• Internal communication compilation (i.e. weekly emails, etc.)
• Slide decks for presentations
• FAQ documents and talking points
• Commercial enablement pages and playbooks and CS job aids
• Courses/curricula within GeneDx’s Learning Management System (LMS)
• Collaborate with Client Experience and Billing Leadership, Marketing, Training counterparts, Market Access, Clinical Operations, Lab Operations, Supply Chain, Sales, and other internal stakeholders to identify training needs.
• Create and update CS-related resources and reference material for the relevant teams.
• Contribute to the team’s development of training plans and big picture support for Client Experience strategy.
• Own all training phases: onboarding, new hire, in-person, and any other ongoing training related to Client Services content.
• Work with the training team to plan, organize, facilitate, and execute meetings, such as the annual Global Commercial Meeting, as well as other commercial meetings.
• Identify opportunities to improve client-facing teammate effectiveness through strategic training.
• Provide clarification when CS-related questions arise.
• Work with other teams to make decisions about the most appropriate commercial enablement tools to increase teammate effectiveness.
• Incorporate best practices for adult learning strategies.
• Travel required as needed for meetings/events; approximately 10-15% travel required.

Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

Competencies  

Mathematical, computer, reasoning, and language skills at the professional level.  

Education and/or Experience 

• Exceptional communication skills – including the ability to digest a plethora of information at once, help distill for training and articulate the information in a clear and concise manner in both oral and written presentations.
• Strong ability to retain and simplify complex information into digestible m