Client Success Specialist

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