JOB DESCRIPTION
Pay Range: $130,000-150,000, plus yearly bonus and company car/gas card
Salary offers are based on a wide range of factors including relevant skills, training, experience, education, and, where applicable, certifications obtained. Market and organizational factors are also considered. Successful candidates may be eligible to receive annual performance bonus compensation.
The Sr. Customer Success Manager, Health Systems is responsible for developing and cultivating long-term Health System customer relationships and securing customer/revenue retention, always looking to expand Quest’s products and services through upselling. The Sr. Customer Success Manager shields customers from Quest's complexity and provides a single point of objective business support and key client insights to Leadership. The Sr. Customer Succes Manager helps customers achieve their goals, manages contract and financial aspects, and advocates when necessary to see resolution of their issues.
The Sr. Customer Success Manager will support Health System customers across Quest’s Midwest Region and must reside within the region. Regional travel and time in the field will be at least 50% butmay be as much as 80%. A company car and gas card will be provided.
JOB RESPONSIBILITIES
- Optimizecustomer service levelsbyactingas a main point of contact andcommunicationpointbetween the customer and variousinternal Quest functionsfor problem solving & ensuring customer satisfaction.
- Interacts collaboratively withregional Lab Ops, Esoteric Lab Ops,logistics,IT, accountsetupand other Customer Support functionsto solve customer issues.
- Educate hospital personnel on all processes and procedures including the test order process to ensureaccurateandtimelytransactions.
- Provideand operationalize venues for customer communication about ongoing experienceissuesresponsible parties and timelines for resolution.
- Be physically presentprior to and during the customer’s critical go live time, which may be several days or several weeks, whatever theneedassessment dictates.
- Analyze any chronic service failures, review rootcausesand interact withbusiness partners to improveservice levels and prevent recurring defects&participatein continuous improvement efforts.
- Work with Customer Solutions to review Client Problem Trackingmoduleor other client problem reportingmechanismfor at-risk accounts and coordinate action(s) between functional groups to resolve At-Risk issuesin a timely manner.
- Create avenue withclient accounts and at-risk clients to ensure that the resulting resolution and follow-up activity are satisfactory.Solicit and resolve other outstanding issues or concerns.
- Expectations are to be out in the field at least 50% of thetime butmay be as much as 80%.
JOB QUALIFICATIONS
Required Work Experience:
- 7+ years of experience in a high volume, laboratory customer services environment, direct or adjacent.
- Must have a global understanding of department functions.
Knowledge:
- Customer service background 6problem solver.
- Possess strong general business acumen, understanding financials and metrics (P&L, pricing, billing, etc. knowledge).
Skills:
- Strong presentation and Executive Presence; gain access and build trust with key leaders, able to articulate business needs and objectives.
- Excellent interpersonal and communication skills, including the ability to communicate complex issues clearly and concisely, both written and verbal.
- Ability to understand and articulate strengths, weaknesses, opportunities, and threats in competitive offerings.
Education
Bachelor’s Degree (Required)
Work Requirements
50-80% travel required
Licenses and Certifications
Valid driver’s license (Required)
