NeoGenomics Jobs

Client Success Specialist

NeoGenomics

Client Success Specialist

Posted 2 Days Ago

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2 Locations

In-Office

Junior

Healthtech

The Role

Provides regional client success, sales support, training, and application assistance for a cancer reference laboratory. Coordinates client onboarding, account setup, LIS access, online ordering, issue resolution, case monitoring, and sales processes. Maintains productivity and quality metrics, communicates testing information to technical and non-technical audiences, supports regional meetings, and collaborates cross-functionally with Sales, Client Services, Operations, and IT. The hybrid role requires travel of up to 20%, including occasional overnight travel.

Summary Generated by Built In

Are you motivated to participate in a dynamic, multi-tasking environment? Do you want to join a company that invests in its employees? Are you seeking a position where you can use your skills while continuing to be challenged and learn? Then we encourage you to dive deeper into this opportunity.       

We believe in career development and empowering our employees. Not only do we provide career coaches internally, but we offer many training opportunities to expand your knowledge base! We have highly competitive benefits with a variety HMO and PPO options. We have company 401k match along with an Employee Stock Purchase Program. We have tuition reimbursement, leadership development, and even start employees off with 16 days of paid time off plus holidays. We offer wellness courses and have highly engaged employee resource groups. Come join the Neo team and be part of our amazing World Class Culture!       

NeoGenomics has an opening for a Client Success Specialist who wants to continue to learn in order to allow our company to grow.  This position is hybrid in Aliso Viejo or Carlsbad, CA.

Now that you know what we're looking for in talent, let us tell you why you'd want to work at NeoGenomics:  

As an employer, we promise to provide you with a purpose driven mission in which you have the opportunity to save lives by improving patient care through the exceptional work you perform. Together, we will become the world's leading cancer reference laboratory.       

Position Summary:       

The Client Success Specialist (CSS) is a regional lead able to provide training, leadership, and services for a specific regional sales team and clients that exist in a given region. The CSS will perform a greater number and/or more varied amount of complex or difficult tasks and assignments related to client management and sales assistance. The CSS will work closely with Sales, Client Services, and Operations utilizing their detailed knowledge of NeoGenomics testing and support services to help coordinate the client’s personalized needs within their assigned region.

Core 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

disseminates 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

Experience, Education and Qualifications:

Bachelor’s degree in Business Administration or related field is 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

Travel Required:       

Ability to travel as required by role (up to 20% of role) Some overnight travel may be required.       

Skills Required

Bachelor's degree in Business Administration or a related field
2+ years of experience in customer service or sales support
Excellent typing, data entry, and customer service skills
Proficiency with Microsoft 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 environments
Effective written and oral communication skills
Ability to work in a cross-functional, cross-country team environment
Ability to work independently and collaboratively
Ability to handle stressful situations and demonstrate strong problem-solving skills
Ability to communicate testing information to technical and non-technical audiences
Ability to travel up to 20% of the role, including possible overnight travel

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The Company

HQ: Fort Myers, FL

1,078 Employees

Year Founded: 2002

What We Do

NeoGenomics Laboratories is a leading cancer diagnostic reference laboratory that has provided high-quality cancer testing and partnership programs to pathologists and oncologists for over 10 years. We work every day to achieve our common purpose of saving lives by improving patient CARE through Communication, Accuracy, Reliability, and Efficiency. Our areas of expertise include cancer cytogenetics with industry-leading turnaround times; hematologic and solid tumor FISH testing with the largest menu of technical-only services available; 10-color flow cytometry; IHC supported by an extensive antibody library; and over 100 molecular oncology tests comprising the most comprehensive combination of multiparameter profiles and targeted biomarker tests in the industry. Our technical-only testing programs feature on-demand or live training and are available to pathologists who wish to sign out FISH, flow cytometry, and/or IHC. NeoGenomics’ extremely fast test development cycle means we are highly responsive to therapy development and guideline changes, and test design always involves a balance of convention and innovation. We support clients in many cancer-related market segments, to include: hospital and private pathology laboratories, office-based oncologists, CRO / Biopharmaceutical development organizations, academic institutions / teaching hospitals, and several more. CONNECT WITH US Online: neogenomics.com Twitter: https://twitter.com/NeoGenomics Facebook: facebook.com/neogenomics