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 providers in the Metro Atlanta area.

About the role

This field-based position is the primary point of contact for assigned healthcare facilities, focused on strengthening customer relationships, providing education and training, supporting specimen collection processes, and ensuring 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

Territory covers a 100-mile radius of Metro Atlanta, including Cartersville, Canton, Fayetteville, McDonough, Jackson, Winder, Conyers, Decatur, Douglasville, Marietta, and Jonesboro. Reliable transportation and daily travel are required.

Responsibilities

• Serve as the primary liaison between Aptive Diagnostics and assigned facilities, developing 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 service during every interaction.
• Train nursing staff on specimen collection procedures, Aptive Portal workflows, order entry, and packaging/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, correct errors, meet with leadership, monitor supply inventory, deliver emergency supplies, and document each visit.
• Investigate and resolve customer concerns, document issues, coordinate with internal departments, and keep customers informed throughout resolution.
• Assist with STAT specimen verification calls, coordinate courier pickups, support critical value notifications, and 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
• Opportunities to attend customer appreciation events and community activities
• Professional development and ongoing training
• Potential team-building travel opportunities after one year of employment