Strategic Customer Experience Lead (Biotech)

Foundation Medicine, Inc.; Morrisville (NC); À distance; USD 67 000 - 84 000; Plein temps

Résumé du poste

Foundation Medicine, Inc. is seeking a Customer Experience Executive to serve as a primary liaison for key FMI accounts across Baltimore, Northern Virginia, and Washington, DC.

The role supports pre-, peri-, and post-testing with a relentless focus on delivering excellent customer experiences across FMI products and services. You will partner with internal teams to implement tailored solutions, monitor orders, and gather feedback to drive service improvements.

Qualifications

• Bachelor's degree or relevant equivalent work experience.
• 4+ years of experience in customer service supporting biotech, healthcare, or healthcare sales roles.
• Lives within 50 miles of defined workload center of territory/accounts.

Responsabilités

• Partner with large client accounts to educate and assist in operationalizing FMI product portfolio and offerings.
• Collaborate cross-functionally to improve account services and tailor solutions.
• Identify operational issues that may delay orders and implement solutions.
• Monitor client activities to improve service delivery and sustain accounts.
• Travel within assigned area up to 60% of the time and coordinate with stakeholders.

Connaissances

CRM system

Sales support

Data analysis

Communication

HIPAA knowledge

Customer service

Formation

Bachelor's degree or equivalent

Outils

Salesforce

Description du poste

Foundation Medicine, Inc. is seeking a Customer Experience Executive to serve as a primary liaison for key FMI accounts across Baltimore, Northern Virginia, and Washington, DC.

The role supports pre-, peri-, and post-testing with a relentless focus on delivering excellent customer experiences across FMI products and services. You will partner with internal teams to implement tailored solutions, monitor orders, and gather feedback to drive service improvements.