Remote Client Success & Onboarding Specialist

Baylor Miraca Genetics Laboratories LLC; United States; Remote; USD 60,000 - 90,000; Full time

Job summary

Baylor Miraca Genetics Laboratories LLC is seeking a Client Relationship Manager to support existing clients with white-glove service, drive adoption and retention through ordering and testing, and coordinate with cross-functional teams. You will act as a subject matter expert and ensure proactive engagement to improve client satisfaction.

The role involves ongoing client monitoring, quarterly business reviews, and close collaboration with Sales and Logistics to meet KPI targets and maintain

Qualifications

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

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 SME, guiding and educating assigned clients to ensure adoption and engagement.
• Client Monitoring: Regularly monitor client activity and collaborate with cross-functional teams to resolve critical situations.
• Engagement and Communication: Execute a comprehensive engagement strategy focused on proactive customer satisfaction and retention.
• Customer Reviews: Conduct quarterly customer business reviews with key client stakeholders on product, strategy, growth and performance.
• Logistics Support: Coordinate with logistics to send kits and supplies to partners.
• Project Management: Support client expectations and manage project deliverables and timelines.
• Operational Understanding: Understand lab operations to accommodate new business and partnerships.
• KPI Achievement: Meet onboarding, issue resolution, and retention KPIs.
• Code of Conduct Adherence: Follow Baylor Genetics Compliance Program.
• Other Duties: Perform other job-related duties as assigned.

Skills

Client support

Account coordination

Critical thinking

Proactivity

Deadline management

Education

Bachelor's in Business Administration

Job description

Baylor Miraca Genetics Laboratories LLC is seeking a Client Relationship Manager to support existing clients with white-glove service, drive adoption and retention through ordering and testing, and coordinate with cross-functional teams. You will act as a subject matter expert and ensure proactive engagement to improve client satisfaction.

The role involves ongoing client monitoring, quarterly business reviews, and close collaboration with Sales and Logistics to meet KPI targets and maintain