Client Relationship Manager

Baylor Genetics; United States; À distance; USD 60 000 - 90 000; Plein temps

Résumé du poste

Baylor Genetics is seeking a Client Relationship Manager to deliver white-glove support to existing clients and drive retention and utilization. You will coordinate with Regional Account Executives and cross-functional teams to triage client requests and ensure smooth interactions throughout ordering and testing.

The role emphasizes ownership of onboarding, SME duties, proactive communication, and KPI achievement across client accounts, with remote work options consistent with our flexible

Qualifications

• 2–4 years of client experience or account coordination.
• Ability to think critically and independently; manage client expectations.
• Solution-driven and proactive in setting parameters and deadlines.
• Proficiency with Salesforce CRM.

Responsabilités

• Onboarding new clients after agreement execution by Sales team.
• Serve as Baylor Genetics SME; guide and educate assigned clients to drive adoption and engagement.
• Regularly monitor client activity; collaborate with cross-functional teams to resolve critical situations.
• Execute comprehensive engagement and communication strategy to improve customer satisfaction and retention.
• Perform quarterly customer business reviews with key stakeholders on product, strategy, growth, and performance.
• Document client activity in Salesforce; gain insight into Baylor Genetics client contacts.

Connaissances

Critical thinking

Independent work

Client expectation management

Proactive problem solving

Formation

Bachelor's degree in Business Administration

Outils

Salesforce CRM

Description du poste

The Client Relationship Manager, reporting to Director, Client Relationship Management is responsible for client, provides white-glove support for existing clients, and enhances customer retention and utilization. By collaborating closely with Regional Account Executives and cross functional teams, the CRM acts as an internal triage for client requests, facilitates problem resolution, and ensures smooth client interactions throughout the ordering and testing process.

Qualifications:

Education:

Experience:

• Demonstrated history of 2-4 years of successful client experience/account coordination.
• Ability to think critically and independently, effectively managing client expectations while representing BG.
• Must be solution-driven and proactive in setting parameters and adhering to deadlines.

Duties and Responsibilities:

• Onboarding:
  • Manage onboarding of new clients upon the execution of an agreement by the Sales team.
• Subject Matter Expertise:
• Serve as the Baylor Genetics Subject Matter Expert (SME), providing guidance and education to assigned clients, ensuring strong adoption and engagement.
• Client Monitoring:
• Regularly monitor client activity, working closely with cross-functional teams to manage and resolve critical situations.
• Engagement and Communication:
• Execute a comprehensive engagement and communication strategy, focused on proactive customer satisfaction and retention.
• Customer Reviews:
• Perform periodic (quarterly) customer business reviews, engaging key client stakeholders in the review and discussion of product, strategy, growth, and performance.
• Leverage Salesforce CRM to document client activity, improve operational effectiveness, and gain insight into all Baylor Genetics related client contact.
• Voice of the Customer:
• Represent the Voice of the Customer, effectively communicating customer feedback to key internal stakeholders, including Product and Sales.
• Logistics Support:
• Work closely with the logistics team to send kits and other supplies to partners.
• Project Management:
• Support client expectations and manage project deliverables and timelines with clients and company stakeholders.
• Operational Understanding:
• Understand the full scope of operations within the laboratory to accommodate new business and partnerships.
• KPI Achievement:
• Achieve all KPIs related to onboarding, issue resolution, and retention.
• Code of Conduct Adherence:
• Adhere to the Code of Conduct as outlined in the Baylor Genetics Compliance Program.
• Other Duties:
• Perform other job-related duties as assigned.

PHYSICAL DEMANDS AND WORK ENVIRONMENT

• Location: Remote
• Frequently required to sit.
• Frequently required toutilizehand and finger dexterity.
• Frequently required to talk or hear.
• Travel Requirements

EEO Statement:

Baylor Genetics is proud to be an equal opportunity employer committed to fostering an inclusive and diverse workplace. We welcome and encourage applicants from all backgrounds to apply. We do not discriminate on the basis of race, color, religion, national origin, sex, sexual orientation, gender identity, age, veteran status, disability, genetic information, pregnancy, childbirth, or any other status protected by applicable federal, state, or local law. If you need an accommodation during the application process, please contact our Human Resources team.

Qualifications

Education

Preferred

Bachelors or better in Business Administration.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.