Client Success Specialist

NeoGenomics Laboratories; Fort Myers (FL); Hybrid; USD 60,000 - 75,000; Full time

Benefits offered by this job

Health benefits

Job summary

NeoGenomics Laboratories, Inc. is seeking a Client Success Specialist to support regional sales teams and clients in a fast-paced hybrid role across fortified networks andClinics.

You will train and lead teams, coordinate account setup, LIS user access, online ordering, and IT coordination while ensuring excellent service and alignment with corporate goals. This role requires strong communication, project management, and cross-functional collaboration with Sales, Client Services, and Operations

Qualifications

• Bachelor’s degree in Business Administration or related field preferred but not required.
• 2+ years’ experience in customer service/sales support.
• Excellent typing, data entry, and customer service skills.
• Proficient with MS Office programs and database management.
• Experience managing multiple projects.
• Strong organizational skills and attention to detail.
• Ability to adapt to changing procedures, policies, and work environment.
• Ability to communicate effectively, both written and oral.
• Ability to work in a cross-functional cross-country team environment.

Responsibilities

• Must demonstrate proficiency in all Core Responsibilities of a Client Services Advocate.
• Prioritizes tasks as necessary to maintain a streamlined workflow within their region to resolve issues in a timely and efficient manner.
• Stays up-to-date on new test offerings and changes of procedures.
• Monitors and maintains quality and productivity objectives along with other key indicators on a routine basis.
• Assesses and responds to situations where standard protocol has failed in resolving customer or sales issues and works to resolve issues with other departments.
• Able to assist clients with account set-up, LIS user access and user issues, online ordering assistance, and IT concerns.
• Responsible for coordinating sales support processes and implementations as well as providing administrative support to the sales team.
• Spearhead new client “Fresh Start” and at‑risk client “Case Management Monitoring” programs within their regions.
• Participate in sales meetings (conference and live) to include assigned regional meetings, and disseminates pertinent information to regional teams.
• Training new and existing clients on Neo systems to reduce delays and outbound calls to clients; and
• can serve as a NeoGenomics Application Support specialist

Skills

Customer service

Data entry

MS Office

Communication

Project management

Organizational skills

Cross-functional teamwork

Education

Bachelor’s degree (preferred)

Tools

MS Office

Database management

Job description

Are you motivated to participate in a dynamic, multi-tasking environment? Do you want to join a company that invests in its employees? Are you seeking a position where you can use your skills while continuing to be challenged and learn? Then we encourage you to dive deeper into this opportunity.

We believe in career development and empowering our employees. Not only do we provide career coaches internally, but we offer many training opportunities to expand your knowledge base! We have highly competitive benefits with a variety HMO and PPO options. We have company 401k match along with an Employee Stock Purchase Program. We have tuition reimbursement, leadership development, and even start employees off with 16 days of paid time off plus holidays. We offer wellness courses and have highly engaged employee resource groups. Come join the Neo team and be part of our amazing World Class Culture!

NeoGenomics has an opening for aClient Success Specialist who wants to continue to learn in order to allow our company to grow.

This position is hybrid in Durham, NC or Fort Myers, FL.

Now that you know what we're looking for in talent, let us tell you why you'd want to work at NeoGenomics:

As an employer, we promise to provide you with a purpose driven mission in which you have the opportunity to save lives by improving patient care through the exceptional work you perform. Together, we will become the world's leading cancer reference laboratory.

Position Summary

The Client Success Specialist (CSS) is a regional lead able to provide training, leadership, and services for a specific regional sales team and clients that exist in a given region. The CSS will perform a greater number and/or more varied amount of complex or difficult tasks and assignments related to client management and sales assistance. The CSS will work closely with Sales, Client Services, and Operations utilizing their detailed knowledge of NeoGenomics testing and support services to help coordinate the client’s personalized needs within their assigned region.

Core Responsibilities

• Must demonstrate proficiency in all Core Responsibilities of a Client Services Advocate.
• Prioritizes tasks as necessary to maintain a streamlined workflow within their region to resolve issues in a timely and efficient manner
• Stays up-to-date on new test offerings and changes of procedures
• Monitors and maintains quality and productivity objectives along with other key indicators on a routine basis
• Assesses and responds to situations where standard protocol has failed in resolving customer or sales issues and works to resolve issues with other departments.
• Able to assist clients with account set-up, LIS user access and user issues, online ordering assistance, and IT concerns
• Responsible for coordinating sales support processes and implementations as well as providing administrative support to the sales team
• Spearhead new client “Fresh Start” and at‑risk client “Case Management Monitoring” programs within their regions.
• Participate in sales meetings (conference and live) to include assigned regional meetings, and disseminates pertinent information to regional teams
• Training new and existing clients on Neo systems to reduce delays and outbound calls to clients; and
• can serve as a NeoGenomics Application Support specialist

Experience, Education and Qualifications

• Bachelor’s degree in Business Administration or related field is preferred but not required
• 2+ years’ experience in customer service/sales support
• Excellent typing, data entry, and customer service skills
• Proficient with MS Office programs and database management
• Experience managing multiple projects
• Strong organizational skills and attention to detail
• Ability to adapt to changing procedures, policies, and work environment
• Ability to communicate effectively, both written and oral
• Ability to work in a cross-functional cross-country team environment
• Ability to work independently and as a team player
• Ability to handle stressful situations and demonstrate a potential for strong problem solving skills
• Ability to communicate testing information to both a technical and non-technical audience

Travel Required

Ability to travel as required by role(up to 20% of role)Some overnight travel may berequired.

JOB DESCRIPTION

Job Title:

Client Success Specialist

Level:

N/A

Exemption Status:

Exempt

Department:

Client Success / Commercial Enablement

Reports To:

Manager, Client Success

Date Prepared: Date Revised:

December 2022

June 2024

Summary:

The Client Success Specialist (CSS) is a regional lead able to provide training, leadership, and services for a specific regional sales team and clients that exist in a given region. The CSS will perform a greater number and/or more varied amount of complex or difficult tasks and assignments related to client management and sales assistance, including but not limited to customer retention and execution of customer touchpoints. The CSS will work closely with Sales, Commercial Enablement, and Operations utilizing their detailed knowledge of NeoGenomics testing and support services to help coordinate the client’s personalized needs within their assigned region.

Equal employment opportunity, including veterans and individuals with disabilities.

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