Client Success Specialist; Durham, NC

Neo Genomics is looking for a Client Success Specialist who will support regional sales teams and clients.

The Client Success Specialist (CSS) is a regional lead able to provide training, leadership, and services for a specific regional sales team and clients within a given region. The CSS will work closely with Sales, Client Services, and Operations to coordinate the client’s personalized needs within the region.

• Demonstrate proficiency in all Core Responsibilities of a Client Services Advocate.
• Prioritize tasks to maintain a streamlined workflow and resolve issues efficiently.
• Stay up‑to‑date on new test offerings and procedural changes.
• Monitor and maintain quality and productivity objectives and key indicators on a routine basis.
• Assess and respond to situations where the standard protocol fails to resolve customer or sales issues and work with other departments to resolve.
• Assist clients with account set‑up, LIS user access, and user issues, online ordering assistance, and IT concerns.
• Coordinate sales support processes and implementations, and provide administrative support to the sales team.
• Spearhead new client “Fresh Start” and at‑risk client “Case Management Monitoring” programs within the region.
• Participate in sales meetings (conference and live) to include assigned regional meetings and disseminate pertinent information to regional teams.
• Train new and existing clients on Neo systems to reduce delays and outbound calls, and 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 strong problem‑solving skills.
• Ability to communicate testing information to both a technical and non‑technical audience.

Ability to travel up to 20 % of the role, including occasional overnight travel.