Summary:
The Client Relationship Manager, reporting to Diagnostic Genomics, is responsible for client, provides white-glove support for existing clients, and enhances customer retention and utilization. By collaborating closely with Regional Account Executives and cross functional teams, the CRM acts as an internal triage for client requests, facilitates problem resolution, and ensures smooth client interactions throughout the ordering and testing process.
Qualifications and Education:
Education:
Experience:
- Demonstrated history of 2-4 years of successful client experience/account coordination.
- Ability to think critically and independently, effectively managing client expectations while representing BG.
- Must be solution-driven and proactive in setting parameters and adhering to deadlines.
Duties and Responsibilities:
- Onboarding: Manage onboarding of new clients upon the execution of an agreement by the Sales team.
- Subject Matter Expertise: Serve as the Baylor Genetics Subject Matter Expert (SME), providing guidance and education to assigned clients, ensuring strong adoption and engagement.
- Client Monitoring: Regularly monitor client activity, working closely with cross-functional teams to manage and resolve critical situations.
- Engagement and Communication: Execute a comprehensive engagement and communication strategy, focused on proactive customer satisfaction and retention.
- Customer Reviews: Perform periodic (quarterly) customer business reviews, engaging key client stakeholders in the review and discussion of product, strategy, growth, and performance.
- Salesforce CRM Utilization: Leverage Salesforce CRM to document client activity, improve operational effectiveness, and gain insight into all Baylor Genetics related client contact.
- Voice of the Customer: Represent the Voice of the Customer, effectively communicating customer feedback to key internal stakeholders, including Product and Sales.
- Logistics Support: Work closely with the logistics team to send kits and other supplies to partners.
- Project Management: Support client expectations and manage project deliverables and timelines with clients and company stakeholders.
- Operational Understanding: Understand the full scope of operations within the laboratory to accommodate new business and partnerships.
- KPI Achievement: Achieve all KPIs related to onboarding, issue resolution, and retention.
- Code of Conduct Adherence: Adhere to the Code of Conduct as outlined in the Baylor Genetics Compliance Program.
- Other Duties: Perform other job-related duties as assigned.
PHYSICAL DEMANDS AND WORK ENVIRONMENT:
- Frequently required to sit.
- Frequently required to stand.
- Frequently required to utilize hand and finger dexterity.
- Frequently required to talk or hear.
EEO Statement:
Baylor Genetics is proud to be an equal opportunity employer dedicated to building an inclusive and diverse workforce. We do not discriminate based on race, religion, color, national origin, sex, sexual orientation, age, gender identity, veteran status, disability, genetic information, pregnancy, childbirth, or related medical conditions, or any other status protected under applicable federal, state, or local law.