Client Success Specialist

NeoGenomics Laboratories•Durham, NC

7d•Hybrid

About The Position

The Client Success Specialist (CSS) is a regional lead who provides training, leadership, and services to a regional sales team and its clients. The role handles a greater number or variety of complex client-management and sales-support tasks. Working closely with Sales, Client Services, and Operations, the CSS uses detailed knowledge of NeoGenomics testing and support services to coordinate clients’ personalized needs within the assigned region. The position is hybrid in Durham, North Carolina, or Fort Myers, Florida. Travel may be required for up to 20% of the role, including some overnight travel.

Requirements

At least 2 years of experience in customer service or sales support.
Excellent typing, data-entry, and customer-service skills.
Proficiency with Microsoft Office programs and database management.
Experience managing multiple projects.
Strong organizational skills and attention to detail.
Ability to adapt to changing procedures, policies, and work environments.
Effective written and oral communication skills.
Ability to work in a cross-functional, cross-country team environment.
Ability to work independently and as a team player.
Ability to handle stressful situations and demonstrate strong problem-solving potential.
Ability to communicate testing information to technical and non-technical audiences.
Ability to travel as required, up to 20% of the role; some overnight travel may be required.

Nice To Haves

Bachelor’s degree in Business Administration or a related field is preferred, but not required.

Responsibilities

Demonstrate proficiency in all core responsibilities of a Client Services Advocate.
Prioritize tasks to maintain an efficient regional workflow and resolve issues promptly.
Stay up to date on new test offerings and procedural changes.
Monitor quality, productivity objectives, and other key indicators on a routine basis.
Assess situations in which standard protocols have not resolved customer or sales issues, and work with other departments to resolve them.
Assist clients with account setup, LIS user access and issues, online ordering, and IT concerns.
Coordinate sales-support processes and implementations, and provide administrative support to the sales team.
Lead new-client “Fresh Start” and at-risk-client “Case Management Monitoring” programs within the assigned region.
Participate in sales meetings, including assigned regional meetings, and share relevant information with regional teams.
Train new and existing clients on Neo systems to reduce delays and outbound calls, and serve as a NeoGenomics Application Support specialist.