Regional Client Success & Training Lead

NeoGenomics; Durham (NC); Hybrid; USD 52,000 - 86,000; Full time

Job summary

NeoGenomics is seeking a Client Success Specialist based in the Durham, NC area to lead regional client management and sales support initiatives. This hybrid role collaborates with Sales, Client Services, and Operations to tailor testing and support services to regional needs.

The CSS will train clients on Neo systems, coordinate onboarding and case management programs, and help resolve issues by coordinating across departments.

Qualifications

• Bachelor's degree 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.

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 disseminate 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

Sales support

Data entry

MS Office

Project management

Communication

Organizational skills

Education

Bachelor's degree in Business Administration or related field

Tools

Database management

CRM software

Job description

NeoGenomics is seeking a Client Success Specialist based in the Durham, NC area to lead regional client management and sales support initiatives. This hybrid role collaborates with Sales, Client Services, and Operations to tailor testing and support services to regional needs.

The CSS will train clients on Neo systems, coordinate onboarding and case management programs, and help resolve issues by coordinating across departments.