Client Success Specialist

NeoGenomics • Durham, NC

5d • Hybrid

About The Position

NeoGenomics is hiring a Client Success Specialist (CSS) to support a regional sales team and its clients. The role provides regional training, leadership, and services, and handles complex or varied client-management and sales-support assignments. Working closely with Sales, Client Services, and Operations, the CSS uses detailed knowledge of NeoGenomics testing and support services to coordinate clients’ needs across the assigned region. The position is hybrid in Durham, North Carolina, or Fort Myers, Florida, and may require travel of up to 20%, including occasional 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.

Responsibilities

• Demonstrate proficiency in all core responsibilities of a Client Services Advocate.
• Prioritize tasks to maintain streamlined regional workflows and resolve issues in a timely, efficient manner.
• Stay up to date on new test offerings and procedural changes.
• Routinely monitor quality, productivity objectives, and other key indicators.
• Assess situations where 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 the regional Fresh Start program for new clients and Case Management Monitoring program for at-risk clients.
• Participate in assigned regional sales meetings, both conference-based and in person, 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.

Benefits

• Competitive HMO and PPO health plan options.
• Company 401(k) match.
• Employee Stock Purchase Program.
• Tuition reimbursement.
• Leadership development.
• 16 days of paid time off at the start of employment, plus holidays.
• Wellness courses.
• Employee resource groups.
• Internal career coaches.
• Training opportunities.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed