Regional Service Representative - North Dakota, South Dakota, Nebraska Territory

Mayo Clinic•Rochester, MN

1d•$82,908 - $124,467•Remote

About The Position

This role involves maintaining multiple client accounts within a designated territory (North Dakota, South Dakota, Nebraska) by expanding relationships within the laboratory to support the MCL business model. The representative will act as a dedicated client advocate, promoting retention and satisfaction by collaborating with cross-departmental MCL staff to analyze client feedback and enhance business and operational processes. They will also provide technical onsite visits to support growth and service recovery as needed. Key responsibilities include managing in-territory onboarding activities, establishing business relationships with client departments, developing an understanding of each client, and providing onsite training for electronic applications and MCL products/services. The role also contributes to strategic initiatives, assists with outreach, and identifies opportunities to improve test utilization. The representative will serve as an educator and liaison to client contacts for MCL/DLMP subject matter experts, promoting test campaigns and gathering client insights. Value is brought to clients by tailoring interactions and messaging, remaining accessible, coordinating Mayo resources effectively, and escalating feedback and issues appropriately. The candidate must be comfortable working in a fast-paced, ambiguous environment, practice teamwork, document client interactions, and adhere to Mayo Clinic and MCL policies.

Requirements

Must live within the territory of support: North Dakota, South Dakota, Nebraska.
2-year commitment to the role is required.
Must be comfortable working in a fast-paced ambiguous environment.

Responsibilities

Maintains multiple client accounts within a designated territory by expanding relationships within the laboratory to support MCL business model.
Acts as a dedicated client advocate to promote retention and satisfaction by driving the cross-departmental MCL staff to analyze client feedback to enhance business and operational processes.
Provides technical onsite visits to support growth and service recovery as needed.
Manages in-territory onboarding activities tailored to new facility’s needs.
Establishes business relationships with client’s various laboratory and pathology departments.
Develops an extensive understanding of each client by establishing long standing relationships and identifying key decision-makers.
Provides onsite training for electronic applications and navigating MCL’s products and services.
Contributes to strategic initiatives for clients as outlined with territory, operational and business teams.
Assists and supports outreach initiatives.
Identifies and promotes opportunities to improve test utilization.
Provides education and is a liaison to the client contacts to MCL/DLMP subject matter experts.
Actively promotes test campaigns, projects and initiatives directed by Information Technology, Product Management, Marketing, and Technologist Support.
Gathers insights from clients as requested by internal work groups.
Brings value to clients by tailoring interactions and messaging to fit the client’s needs and objectives.
Remains accessible to clients and internal staff for timely response and engagement.
Coordinates the deployment of Mayo resources in an efficient and effective manner.
Escalates feedback and issues appropriately.
Practices and promotes teamwork and communication.
Documents client interactions.
Remains in good standing with all Mayo Clinic and MCL policies and procedures.