Customer Success Representative (Field-Based)
About The Position
Aptive Diagnostics, an operating company of Complete Venture Group, is seeking a Customer Success Representative for its Metro Atlanta territory. This role is crucial in building trusted relationships with healthcare facilities, ensuring they receive the necessary education, support, and service for outstanding patient care. The ideal candidate is personable, organized, self-motivated, and passionate about delivering exceptional customer service. This is a field-based position focused on strengthening customer relationships, providing education and training, supporting specimen collection processes, and ensuring an exceptional client experience.
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
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 facilities.
- Develop trusted relationships with Directors of Nursing, Assistant Directors of Nursing, administrators, unit managers, infection preventionists, and nursing 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 for existing staff and onboarding for new employees.
- Identify knowledge gaps and proactively provide education.
- Review specimen collection boxes for accuracy during routine site visits.
- Identify and correct collection errors.
- Meet with facility leadership to discuss service quality and training opportunities.
- Monitor laboratory supply inventory.
- Deliver emergency supplies when needed.
- Complete detailed visit documentation following each visit.
- Investigate and resolve customer concerns.
- Document issues and follow 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
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
