Client Success Specialist

Company: NeoGenomics
Location: Aliso Viejo
Posted on: May 24, 2023

Job Description:

Are you motivated to participate in a dynamic, multi-tasking environment? Do you want to join 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 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 has an opening for aClient Success Specialist who wants to continue to learn in order to allow our company to grow.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.PositionSummary:TheClient Success Specialist (CSS)isaregional leadable to providetraining, leadership, and servicesfor a specific regional sales team and clients thatexistin a given region.The CSSwillperform a greater number and/or more varied amount of complex or difficult tasks and assignmentsrelated to client management and sales assistance.TheCSSwillworkclosely withSales,Client Services,andOperationsutilizing their detailedknowledge ofNeoGenomics testingandsupportservicestohelp coordinatetheclient's personalizedneedswithintheir assigned region.Core Responsibilities:

• Must demonstrate proficiency in all Core Responsibilities ofa Client Services Advocate.
• Prioritizes tasksas necessary to maintain astreamlinedworkflowwithintheirregionto resolve issuesin a timely and efficient manner
• Communicates effectivelywithin regional team
• Stays up-to-date on new test offerings and changes of procedures
• Assist Supervisor in tracking daily, weekly, and monthlyaccountmetrics to evaluate trendswithinregion(IE: VOC, Online ordering, SFIs)
• Monitors and maintains quality and productivity objectives along with other key indicators on a routine basis
• Proactively identify QCand Complianceissues
• 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,andIT concerns
• Able to function at the highest level within SalesForce.com and LIS, andbe aQA andtraining 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 relevantOperationsand ClientService related issues
• Assist with Data Integrity Projects
• Participate in sales meetings (conference and live) to include assigned regional meetings, and disseminatespertinent information to regional teams
• Investigateand initiateClient ComplaintsandNCEs
• Point of Contact forRegional Directorsand Clients whenTBMsareunavailable
• Assiststhe Departmentleadershipin implementing process improvements within the department
• Assists the Departmentleadershipin implementing and meeting departmental goals
• Establishes and maintains positive and effective workingrelationships within the teamand with other internal and external customers
• Training new and existing clients on Neo systemsto 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 poundsEducation:
  • Bachelor's degree in Business Administration or related field is preferred but not requiredExperience:A minimum oftwo(2)years ofgeneralexperiencecustomer service/sales support experience supportinga commercial teamQualification Requirements:
    • Excellent typing,data entry, andcustomer 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 and 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 audienceTravel Required:
      • Up to 20% field travel with overnights

Keywords: NeoGenomics, Aliso Viejo , Client Success Specialist, Other , Aliso Viejo, California