Manager, Client Success

Are you motivated to participate in a dynamic, multi-tasking environment? Do you want to become part of a company that invests in its employees? Are you seeking a position where you can use your skills while continuing to be challenged and learn? Then we encourage you to dive deeper into this opportunity.

We believe in career development and empowering our employees. Not only do we provide career coaches internally, but we offer many training opportunities to expand your knowledge base! We have highly competitive benefits with a variety of HMO and PPO options. We have company 401k match along with an Employee Stock Purchase Program. We have tuition reimbursement, leadership development, and even start employees off with 16 days of paid time off plus holidays. We offer wellness courses and have highly engaged employee resource groups. Come join the Neo team and be part of our amazing World Class Culture!

NeoGenomics is looking for a Client Success Manager who wants to continue to learn in order to allow our company to grow. We want someone to join our organization who is dedicated to their work and a standout colleague. 

Now that you know what we're looking for in talent, let us tell you why you'd want to work at NeoGenomics:

As an employer, we promise to provide you with a purpose driven mission in which you have the opportunity to save lives by improving patient care through the exceptional work you perform. Together, we will become the world's leading cancer reference laboratory.

Summary:

The manager will lead the site’s Client Services team, manage their daily assignments, provide support to Client Services Advocates, and ensure they are delivering high-quality service to clients.  The manager will handle client complaints and motivate employees to achieve peak performance.  This individual will work closely with the site Director, Workforce and Quality teams to ensure department policies and procedures are followed, enforced. The site manager is also responsible for hiring of staff, coaching, development, and the evaluation of employee performance.

Core Responsibilities:

• Must be proficient in all core responsibilities of a Client Advocate.
• Responsible for hiring, training, coaching, and supporting Advocates as they provide support for customers.
• Guide the team through difficult calls or issues, diffuse upset customers, and handle issues that cannot be fielded by representatives.
• Leads weekly team huddles.  This includes determining which topics and educational opportunities should addressed, training on new products, and setting department expectations as needed.
• Ensures staff members are achieving the desired service levels and working at the expected level.
• Ensure employees are abiding employee handbook.
• Provides employee feedback on performance, and takes corrective action as needed.
• Monitor and evaluate individual performance, provide individual performance feedback and accomplish individual mid-year and annual reviews for assigned personnel.
• Partners with the Workforce Management team to assist with staffing to ensure resources are properly allocated.
• Analyzes VOC, performance trends and coaching opportunities to improve processes, maximize efficiency, and customer satisfaction.
• Addresses feedback from other departments to ensure internal service provided by the department is in line with policies and procedures, and that we are working efficiently across departments.
• Manges and approves Service Now tickets and ensures the team has the necessary equipment.
• Assists the site Directors and other site managers by sharing trends, gaps and establishing department goals.
• Assists in leading and implementing process improvement within the department
• Assesses and responds to situations where standard protocol has failed in resolving customer or sales issues and