Customer Experience Executive - Dallas / Fort Worth, TX
About the Client
This organization operates in the biotech and healthcare sector, focusing on providing advanced product portfolios and services related to medical testing. It addresses challenges in delivering seamless customer service and operational support throughout the testing process, aiming to enhance client satisfaction and optimize service delivery.
About the Opportunity
The Customer Experience Executive is responsible for managing key client accounts to ensure excellent customer service and operational support across the product portfolio. This role serves as the primary liaison for clients, addressing their needs throughout the testing lifecycle, identifying opportunities for service improvement, and collaborating with internal stakeholders to implement tailored solutions. The position plays a critical role in sustaining and growing key accounts while maintaining high standards for customer experience.
Responsibilities
- Serve as the main contact for large client accounts, providing education and support for the product portfolio
- Collaborate with internal teams to enhance account services and implement custom solutions
- Identify and resolve operational issues that may affect order timelines
- Strategize with stakeholders to support account growth and sustainability
- Work with leadership to prioritize account support needs
- Monitor client activity and ordering patterns to refine service delivery
- Collect and document client feedback to inform process improvements
- Maintain regular communication with key customer contacts to optimize workflow
- Manage collection of testing information from external contacts
- Maintain expertise in services and provide support across technology offerings
- Stay updated on procedural changes and ensure training compliance
- Respond to client communications promptly and professionally
- Coordinate internal projects to improve customer experience
- Partner across various support teams to ensure collaboration
- Travel up to 60% within the assigned area and for company meetings
Requirements
- Bachelor’s degree or equivalent experience
- Minimum 4 years of customer service experience in biotech, healthcare, or related sales
- Reside within 50 miles of the assigned territory
- Preferred: 5+ years in related roles, CRM and Salesforce experience
- Skilled in data analysis and account management
- Experience working with remote teams
- Ability to manage multiple initiatives and resolve issues
- Proficient with Microsoft Word, PowerPoint, and Excel
- Strong communication and interpersonal skills
- Understanding of HIPAA and patient data privacy
- Commitment to organizational values including integrity and passion
Pay
The expected salary range is $67,280 to $84,100 per year, with potential discretionary annual bonus based on performance