Client Success Manager

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GeneDx

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

At GeneDx, we believe that everyone deserves personalized, targeted medical care—and that it all begins with a genetic diagnosis. Fueled by one of the world’s largest rare disease data sets, our industry-leading exome and genome tests translate complex genomic data into clinical answers that unlock personalized health plans, accelerate drug discovery, and improve health system efficiencies. It all starts with a single test.

📋 Description

• Work with clients in conjunction with our Sales and Client Services teams to deepen existing client relationships • Build lasting relationships across key accounts • Identify areas of potential growth with existing customers by working with clients to find upsell and cross-sell opportunities • Work across Client Services, Sales and Medical Affairs groups to provide clients access to people who can answer their questions and issues as they arise • Help new accounts get set up for success from their first order • Educate and train new accounts on how to work well with GeneDx and help develop workflows, practices, etc. in conjunction with the customer to make our testing work for them • Work proactively to identify potential issues or areas of dissatisfaction within an account and address them head-on before they become a problem • Handle individual cases relating to orders in conjunction with Client Services, Billing, and other cross functional teams • Partner with colleagues in Sales and Client Services to ensure clients have their needs met in a seamless fashion that’s efficient while maximizing their satisfaction • Collaborate with Sales to identify opportunities for growth within high potential accounts • Work with Sales to identify issues that may prevent accounts from working with GeneDx more and work with internal stakeholders to resolve those issues • Develop strategies for how you and Sales can work together to drive growth within your accounts • Build relationships with customer stakeholders to ensure broad, lasting satisfaction and buy-in

🎯 Requirements

• Bachelor’s degree preferred • Experience in healthcare a plus • 5+ years of work experience on the front lines in relevant customer-facing functions, including customer/client success, account management, customer support and/or sales (including field, inside and national accounts) • A track record across your work history of solving complex, cross-functional customer facing problems • Excellent relationship development and management skills • Active listener who can help clients feel heard while also getting to the root cause of the issues a customer is facing • Dynamic problem-solving mindset oriented towards finding creative solutions to customer issues • A truly great teammate who works well with others cross functionally to find common ground and constructively solve issues as they arise • Ability to think big picture while also focusing on the details of a situation that are causing problems for a client • Knowledge of Salesforce and other relevant tools highly desirable

🏖️ Benefits

• Paid Time Off (PTO) • Health, Dental, Vision and Life insurance • 401k Retirement Savings Plan • Employee Stock Purchase Plan • Employee Discounts • Voluntary benefits • Programs for parents and parents-to-be