Client Relationship Manager

Baylor Genetics•,

2d•Remote

About The Position

The Client Relationship Manager reports to the Director, Client Relationship Management and provides white-glove support to existing clients to enhance customer retention and utilization. In collaboration with Regional Account Executives and cross-functional teams, the role serves as an internal triage point for client requests, facilitates problem resolution, and supports smooth client interactions throughout the ordering and testing process. The role manages onboarding for new clients after Sales executes an agreement, provides subject-matter guidance and education to assigned clients, monitors client activity, and leads proactive engagement and communication. It also conducts quarterly customer business reviews, documents client activity in Salesforce CRM, relays customer feedback to internal stakeholders, supports logistics for kits and supplies, and manages client project deliverables and timelines. The Client Relationship Manager is expected to understand laboratory operations, achieve KPIs related to onboarding, issue resolution, and retention, and follow the Baylor Genetics Compliance Program Code of Conduct.

Requirements

Bachelor’s degree.
Two to four years of successful client experience or account coordination.
Ability to think critically and independently and manage client expectations while representing Baylor Genetics.
Solution-driven and proactive approach to setting parameters and adhering to deadlines.

Responsibilities

Manage onboarding of new clients after the Sales team executes an agreement.
Serve as the Baylor Genetics subject matter expert for assigned clients, providing guidance and education to encourage adoption and engagement.
Monitor client activity and work with cross-functional teams to manage and resolve critical situations.
Execute an engagement and communication strategy focused on proactive customer satisfaction and retention.
Conduct quarterly customer business reviews with key client stakeholders covering products, strategy, growth, and performance.
Use Salesforce CRM to document client activity, improve operational effectiveness, and maintain insight into Baylor Genetics-related client contact.
Represent the Voice of the Customer by communicating feedback to internal stakeholders, including Product and Sales.
Coordinate with the logistics team to send kits and other supplies to partners.
Manage client expectations, project deliverables, and timelines with clients and company stakeholders.
Understand laboratory operations to accommodate new business and partnerships.
Achieve KPIs related to onboarding, issue resolution, and retention.
Adhere to the Code of Conduct outlined in the Baylor Genetics Compliance Program.
Perform other job-related duties as assigned.