Customer Experience Executive - Baltimore, Northern Virginia & Washington, DC

Foundation Medicine•Baltimore, MD

9d•$67,280 - $84,100•Remote

About The Position

The Customer Experience Executive (CEE) is part of the Customer Experience team and partners with a subset of current, key Foundation Medicine (FMI) accounts as their single point of contact before, during, and after testing. The role provides end-to-end operational support and customer experience across FMI’s product portfolio and services, including direct insights on case management. The CEE works to ensure customer and patient satisfaction, promptly document and address client questions and concerns, and monitor client activity and ordering patterns to identify opportunities to improve service delivery. The role collaborates with relevant stakeholders to recommend tailored services that support the sustainability and growth of key accounts and models collaboration and excellent customer service. The position is remote, based on the primary location identified in the posting, and supports accounts in Baltimore, Northern Virginia, and Washington, DC. It requires travel within the assigned area and to company meetings, with a commitment to travel up to 30% of the time. The expected annual salary range is $67,280–$84,100. A discretionary annual bonus may be available based on individual and company performance, and the position qualifies for Foundation Medicine benefits.

Requirements

Bachelor’s degree or relevant equivalent work experience.
At least 4 years of customer service experience supporting biotech, healthcare, or healthcare sales roles.
Live within 50 miles of the defined workload center of the territory/accounts.

Nice To Haves

At least 5 years of experience in a related customer service, biotech, healthcare, or sales role.
Experience using a Customer Relationship Management (CRM) system.
Experience using the Salesforce contact platform.
Experience in data and trend analysis for account management.
Prior experience working with remote teams.
Demonstrated ability to manage multiple concurrent initiatives while maintaining workflow.
Proficiency with Microsoft products, including Word, PowerPoint, and Excel.
Demonstrated ability to manage and escalate issues and drive issue resolution.
Demonstrated ability to solve technical and interpersonal problems.
Ability to work independently with minimal direct supervision.
Ability to work in a detail-oriented and accountable manner and meet deadlines.
Established problem-solving abilities and analytical and negotiation skills.
Strong interpersonal skills, including excellent written and oral communication.
Understanding of HIPAA and the importance of patient data privacy.
Commitment to reflect FMI’s values: Integrity, Courage, and Passion.

Responsibilities

Partner with large client accounts to educate and assist them in operationalizing FMI products and offerings, exceeding expectations and serving as a reliable point of contact.
Collaborate with internal stakeholders to improve account services and implement custom solutions tailored to client needs, including those outside standard resolution processes.
Identify operational issues that may delay orders, suggest resolutions, and implement solutions.
Work with critical internal and external stakeholders to strategize process changes that sustain and grow accounts.
Collaborate with CEE leadership and the Area Director for the assigned area to identify priority accounts and support needs as priorities evolve.
Monitor client activities and ordering patterns, follow through on service-delivery improvements, and ensure they are reviewed and implemented.
Gather and document client feedback about process improvements and work with Operations to put ideas into practice.
Proactively schedule and maintain regular interactions with key customer contacts to optimize workflow and service delivery.
Manage the collection of information required for testing and documentation from external contacts, including hospitals, pathology laboratories, and patients.
Maintain expertise in FMI services and support a range of technology product offerings in a welcoming manner.
Meet regularly with internal stakeholders to stay current on procedural changes and ensure training is compliant.
Maintain a professional, warm presence with FMI patients and clients in email, phone, and occasional face-to-face interactions.
Respond to emails within 24 hours except in exceptional circumstances, such as vacation or illness, and formulate backup plans when appropriate.
Collaborate across internal work groups and departments to improve customer experience.
Coordinate internal projects and determine effective use of resources for the customer experience.
Partner with support areas within Client Services to ensure collaboration and teamwork.
Travel within the assigned area and to company meetings, with travel up to 30% of the time.
Perform other duties as assigned.
Comply with FMI attendance policies.