Client Retention Manager

About Us

Inform Diagnostics, a Fulgent Genetics Company, is a nationally recognized diagnostics laboratory focused on anatomic pathology subspecialties including gastrointestinal pathology, dermatopathology, urologic pathology, hematopathology, and breast pathology.

Founded in 2011, our parent entity, Fulgent Genetics, has evolved into a premier, full-service genomic testing company built around a foundational technology platform.

Through our diverse testing menu, Fulgent is focused on transforming patient care in oncology, anatomic pathology, infectious and rare diseases, and reproductive health. We believe that by providing a wide range of effective, flexible testing options in conjunction with best-in-class service and support, we can redefine the way medicine is managed for patients and clinicians alike.

Since integrating with our therapeutic development business, Fulgent is also developing drug candidates for treating a broad range of cancers using a novel nanoencapsulation and targeted therapy platform. By merging our fields of expertise, we aim to become a fully integrated precision medicine company.

Summary of Position

The Client Retention Manager works with Inform Diagnostics’ clients and business partners, leads company-wide initiatives that focus on enhancing the client experience, proactively improves client loyalty, reduces client attrition, and re-engages lost clients. The role oversees and reviews client complaints and holds departments accountable for conducting root cause analysis, providing timely resolutions, partnering with IDX teammates to drive resolution for global process improvements to prevent future complaints, and driving follow up communication with the complaint originator. The Client Retention Manager acts as the voice of the customer and the ambassador for all client-related activities. This position reports into the head of Client Services with a dotted line reporting into Sales leadership.

Key Job Elements

Dedicated Cross-Functional Retention Advocate

• Influences decisions related to client satisfaction and experience for all service-related departments at all organizational levels.
• Partners with all service-related departments to ensure service agreements and commitments are met.
• Collaborates with leaders to enhance our service offerings, service recovery efforts, and reduce service failures.
• Meets weekly with Sales leadership to review their book of business, client temperament, and to provide guidance and support.
• Communicates directly to both satisfied and dissatisfied clients to help improve our core product and service offering through outbound calls, emails, and in-person meetings.
• Partners with the Marketing team to create a client survey and drive initiatives to improve our Net Promoter Score based on survey results.
• Exudes a positive attitude/energy that is visibly by clients and team members while displaying a commitment and passion for patient care.
• Partners with Finance to forecasts potential loss of revenue and case volume due to various complaint metrics.
• Works across the organization to ensure customer cases are identified, flagged, and responded to promptly.
• Monitors the SLA for complaint resolution across the organization and develops the strategy to drive enhanced customer satisfaction.
• Works cross-functionally to increase understanding on how to interpret Cust