Customer Success Representative (Field-Based)
Complete Venture Group•Atlanta, GA
•Onsite
About The Position
Aptive Diagnostics, an operating company of Complete Venture Group, is seeking a Customer Success Representative for the Metro Atlanta territory. This field-based role focuses on building strong relationships with healthcare facilities, providing education and training on specimen collection and Aptive Portal workflows, and ensuring an exceptional client experience. The ideal candidate is personable, organized, self-motivated, and dedicated to delivering outstanding customer service.
Requirements
- Excellent communication and interpersonal skills
- Outstanding customer service experience
- Strong organizational and time management skills
- Ability to work independently while managing multiple priorities
- Comfortable presenting and training groups
- Professional, dependable, and detail-oriented
- Proficient with computers and Microsoft Office
- Reliable transportation and the ability to travel daily are required.
Nice To Haves
- Experience in healthcare, laboratory services, nursing, customer success, or medical sales is preferred.
Responsibilities
- Serve as the primary liaison between Aptive Diagnostics and assigned healthcare facilities.
- Develop trusted relationships with facility leadership and staff.
- Follow up on customer concerns and ensure timely resolution.
- Deliver exceptional customer service during every interaction.
- Train nursing staff on specimen collection procedures.
- Educate customers on Aptive Portal workflows and order entry.
- Review packaging and shipping requirements.
- Provide refresher training and onboarding for new employees.
- Identify knowledge gaps and proactively provide education.
- Conduct routine site visits to review specimen collection boxes, identify and correct errors, and meet with facility leadership.
- Monitor laboratory supply inventory and deliver emergency supplies when needed.
- Complete detailed visit documentation.
- Investigate and resolve customer concerns, documenting issues and following through until resolved.
- Coordinate with internal departments to ensure outstanding customer support.
- Keep customers informed throughout the resolution process.
- Assist with STAT specimen verification calls.
- Coordinate transportation or courier pickups when needed.
- Support critical value notifications.
- Participate in weekly team meetings.
- Collaborate with teammates and leadership to improve customer success.
Benefits
- Company-branded scrubs/shirts and outerwear provided
- Mileage reimbursement (if applicable)
- Opportunities to attend customer appreciation events and community activities
- Professional development and ongoing training
- Potential team-building travel opportunities after one year of employment
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
