Client Relationship Manager

Baylor Genetics

22h

About The Position

The Client Relationship Manager, reporting to Diagnostic Genomics, is responsible for client, provides white-glove support for existing clients, and enhances customer retention and utilization. By collaborating closely with Regional Account Executives and cross functional teams, the CRM acts as an internal triage for client requests, facilitates problem resolution, and ensures smooth client interactions throughout the ordering and testing process.

Requirements

Bachelor’s degree.
Demonstrated history of 2-4 years of successful client experience/account coordination.
Ability to think critically and independently, effectively managing client expectations while representing BG.
Must be solution-driven and proactive in setting parameters and adhering to deadlines.

Responsibilities

Manage onboarding of new clients upon the execution of an agreement by the Sales team.
Serve as the Baylor Genetics Subject Matter Expert (SME), providing guidance and education to assigned clients, ensuring strong adoption and engagement.
Regularly monitor client activity, working closely with cross-functional teams to manage and resolve critical situations.
Execute a comprehensive engagement and communication strategy, focused on proactive customer satisfaction and retention.
Perform periodic (quarterly) customer business reviews, engaging key client stakeholders in the review and discussion of product, strategy, growth, and performance.
Leverage Salesforce CRM to document client activity, improve operational effectiveness, and gain insight into all Baylor Genetics related client contact.
Represent the Voice of the Customer, effectively communicating customer feedback to key internal stakeholders, including Product and Sales.
Work closely with the logistics team to send kits and other supplies to partners.
Support client expectations and manage project deliverables and timelines with clients and company stakeholders.
Understand the full scope of operations within the laboratory to accommodate new business and partnerships.
Achieve all KPIs related to onboarding, issue resolution, and retention.
Adhere to the Code of Conduct as outlined in the Baylor Genetics Compliance Program.
Perform other job-related duties as assigned.