GeneDx

Client Success Manager

GeneDx

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $90,000 - $120,000 per year

About the role

  • 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
  • Ensure seamless customer experiences:
  • 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
  • Help grow high potential accounts
  • 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 Discounts
  • Voluntary benefits
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer successaccount managementcustomer supportsales
Soft Skills
relationship developmentactive listeningproblem-solvingteamworkattention to detail
Certifications
Bachelor's degree