Client Success Specialist

Position Summary

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. 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.

Hybrid in Aliso Viejo or Carlsbad, CA.

• 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 disseminates 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