Customer Success Representative (Field-Based)
Aptive Diagnostics, part of Complete Venture Group, delivers exceptional laboratory testing and customer service to healthcare facilities. As a Customer Success Representative, you’ll be the face of our company, building trusted relationships with healthcare professionals in the Metro Atlanta area.
About the role
The Customer Success Representative (CSR) is a field-based position serving as the primary point of contact for assigned healthcare facilities. You’ll strengthen customer relationships, provide education and training, support specimen collection processes, and ensure an exceptional client experience.
Schedule
- Full-time, Monday–Friday
- Four days per week visiting customer facilities
- One administrative day each week for meetings, documentation, training, and special projects
- General customer availability between 8:00 AM–6:00 PM; most facility visits occur between 9:00 AM–4:00 PM
Travel is required throughout a territory within approximately a 100-mile radius of Metro Atlanta, including:
- North: Cartersville, Canton
- South: Fayetteville, McDonough, Jackson
- East: Winder, Conyers, Decatur
- West: Douglasville, Marietta, Jonesboro
Reliable transportation and daily travel are required.
Responsibilities
- Serve as the primary liaison between Aptive Diagnostics and assigned facilities
- Develop trusted relationships with Directors of Nursing, Assistant Directors of Nursing, administrators, unit managers, infection preventionists, and nursing staff
- Follow up on customer concerns and ensure timely resolution
- Deliver exceptional customer service during every interaction
- Train nursing staff on specimen collection procedures
- Educate customers on Aptive Portal workflows and order entry
- Review packaging and shipping requirements
- Provide refresher training for existing staff and onboarding for new employees
- Identify knowledge gaps and proactively provide education
- Conduct routine site visits to review specimen collection boxes for accuracy, correct collection errors, and meet with facility leadership
- Monitor laboratory supply inventory and deliver emergency supplies when needed
- Complete detailed visit documentation following each visit
- Investigate and resolve customer concerns, documenting issues and following through until resolution
- Coordinate with internal departments to ensure outstanding customer support
- Keep customers informed throughout the resolution process
- Assist with STAT specimen verification calls
- Coordinate transportation or courier pickups when needed
- Support critical value notifications
- Participate in weekly team meetings
- Collaborate with teammates and leadership to improve customer success
Requirements
- Excellent communication and interpersonal skills
- Outstanding customer service experience
- Strong organizational and time management skills
- Ability to work independently while managing multiple priorities
- Comfortable presenting and training groups
- Professional, dependable, and detail-oriented
- Proficient with computers and Microsoft Office
- Experience in healthcare, laboratory services, nursing, customer success, or medical sales is preferred
Skills
Successful Customer Success Representatives are:
- Relationship builders
- Strong communicators
- Problem-solvers
- Organized and accountable
- Adaptable in a fast-paced environment
- Passionate about helping customers succeed
Benefits
- Company-branded scrubs/shirts and outerwear provided
- Mileage reimbursement (if applicable)
- Opportunities to attend customer appreciation events and community activities
- Professional development and ongoing training
- Potential team-building travel opportunities after one year of employment