Client Success Specialist; Durham, NC

Company Overview

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.

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. This position is hybrid in Durham, NC. 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 Neo Genomics testing and support services to help coordinate the client’s personalized needs within their assigned region.

• 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 disseminate 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 Neo Genomics Application Support specialist.

• 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.

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