Remote Client Experience Executive

Foundation Medicine; Baltimore (MD); Remote; USD 67,000 - 84,000; Full time

Job summary

Foundation Medicine is seeking a Customer Experience Executive (CEE) who partners with FMI accounts as a single point of contact for pre-, peri-, and post-testing, ensuring end-to-end operational excellence and a superior patient experience across FMI’s product portfolio.

The role involves collaborating with internal stakeholders, identifying service improvements, maintaining regular touchpoints with key contacts, traveling up to 60% within the workload area, and supporting HIPAA compliance

Qualifications

• Bachelor’s degree or equivalent work experience.
• 4+ years of customer service experience in biotech/healthcare sales or support.
• Lives within the defined workload territory or can travel as required.

Responsibilities

• Serve as a single point of contact for FMI accounts across pre-, peri-, and post-testing.
• Collaborate cross-functionally to improve account services and tailor solutions.
• Monitor orders and client activity, identify issues, and implement resolutions.
• Schedule regular interactions with key contacts to optimize workflow and service.

Skills

Customer service

Biotech experience

Healthcare

CRM experience

Sales support

Education

Bachelor’s Degree or relevant equivalent

Tools

Salesforce

CRM tools

Job description

Foundation Medicine is seeking a Customer Experience Executive (CEE) who partners with FMI accounts as a single point of contact for pre-, peri-, and post-testing, ensuring end-to-end operational excellence and a superior patient experience across FMI’s product portfolio.

The role involves collaborating with internal stakeholders, identifying service improvements, maintaining regular touchpoints with key contacts, traveling up to 60% within the workload area, and supporting HIPAA compliance