Customer Success Specialist

Who We Are

Novir is an emerging diagnostic biotechnology company with an unmatched team of professionals and trusted partners delivering smart, fast and flexible testing solutions supported by reliable, cost-effective screening products and best-in-class technology.

Create a lasting, positive difference in the lives of others. Serve people with compassion and understanding. Recognize what truly matters and center every action around meeting the needs of our community both now and into the future.

Appreciate every interaction with our customers and find ways to bring them joy. See through the Customer’s eyes, understand and anticipate their needs to consistently deliver solutions exceeding their expectations.

Be direct and open. Speak with honesty and courage, and respect others for doing the same. Say what you think, embrace passionate debate, and always bring the issue to the table. Communicate with confidence.

Show up and be authentic. Utilize your greatest strengths and stay true to who you are. Bring positive energy, be genuine in your approach, and continually seek ways to grow. Be uncompromisingly you.

Explore new possibilities and be willing to take a risk. Challenge status quo. Try new ideas, learn from mistakes, and rally the team to raise the bar.

Novir is looking for aCustomer Success Specialist who  willserve as the primary point of contact for assigned OHS customers before, during, and after onsite vaccination clinics.

Build strong, trusted relationships with community leadership and key stakeholders.

Proactively communicate timelines, expectations, and next steps to ensure a smooth customer experience.

Act as an advocate for customers internally, ensuring their needs and concerns are addressed promptly.

The ideal candidate is a proactive and results-driven professional with excellent communication and problem-solving skills.

This is an onsite position located in Novir's Centennial, CO office.

Salary range based upon experience $50,000 to $75,000.

• Manage all clients at various stages of onboarding and service cycles, ensuring clear communicationtoall internal and external partners
• Develop and nurture strongrelationshipwith assigned clients, acting as their main point of contact from onboarding through service completion
• Educate customers on Novir’sOHS process, requirements, and best practices for driving successful clinics
• Actively work to understand client needs, goals, andobjectivesto provide tailored solutions and ensure client satisfaction
• Collaborate with internal teams, such as sales, marketing, and product development, to deliver exceptional service and support to clients
• Monitoraccountperformance metrics, proactively addressing any issues or concerns
• Conduct regular check-ins virtually and in-person with clients to provide updates, gather feedback, andmaintaina deep understanding of their evolving needs
• Advocate for and represent the voice of the customer internally
• Proactively listens to customer needs, provides accurate information, and manages expectations whilemaintaininga solution-focused approach
• Ensureaccurateandtimelyrecord-keeping of all client interactionsinourCRM

• Bachelor's degree in business, marketing, or a related field (or equivalent work experience)
• 3+years' experienceinclient relations or management, preferably in a B2B environment
• Experienceeffectively managing multiple clients,and prioritizing tasks in a fast-paced environment
• Strong understanding ofproactivecustomer support strategies and best practices
• Experience working withCRM software and other relevant tools to manage and track client interactions
• Previ…