Senior Health Systems CSM — Field-Driven

Quest Diagnostics; Pittsburgh (Allegheny County); On-site; USD 130,000 - 150,000; Full time

Benefits offered by this job

Day 1 Medical

Annual health assessment

Blueprint for Wellness

healthyMINDS mental health program

Vacation and Health/Flex Time

6 Holidays + 1 MyDay

FinFit financial coaching

401(k) match

Employee stock purchase plan

Life and disability insurance

Flexible Spending Accounts

Matching gifts program

Company car and gas card

Education assistance through MyQuest

Job summary

Quest Diagnostics is seeking a Sr. Customer Success Manager, Health Systems, to cultivate long-term Health System relationships and drive retention and upsell opportunities.

This role supports the North Region, including New England and parts of NY, PA, OH and WV, with substantial field travel and a company car and gas card provided. Bachelor’s degree required; 7+ years in health-system customer service preferred.

Qualifications

• 7+ years in a high-volume laboratory customer services environment.
• Global understanding of department functions.
• Excellent presentation and communication skills.
• Strong business acumen and ability to read financials (P&L, pricing, billing).

Responsibilities

• Serve as main point of contact between customer and Quest functions for issue resolution and satisfaction.
• Collaborate with regional Lab Ops, Esoteric Lab Ops, logistics, IT and account setup to solve customer issues.
• Educate hospital personnel on processes and test orders to ensure accurate transactions.
• Provide and operationalize venues for customer communication about ongoing issues with timelines and ownership.
• Be in the field for at least 50% of the time, potentially up to 80%, during go-live periods.
• Analyze chronic service failures, identify root causes, and drive continuous improvement.

Skills

Executive presence

Strong presentation

Interpersonal communication

Business acumen

Customer service mindset

Education

Bachelor’s degree (Required)

Job description

Quest Diagnostics is seeking a Sr. Customer Success Manager, Health Systems, to cultivate long-term Health System relationships and drive retention and upsell opportunities.

This role supports the North Region, including New England and parts of NY, PA, OH and WV, with substantial field travel and a company car and gas card provided. Bachelor’s degree required; 7+ years in health-system customer service preferred.