Customer Success Representative (Field-Based)
Aptive Diagnostics, part of Complete Venture Group, focuses on delivering exceptional laboratory testing alongside outstanding customer service. Our Customer Success Representatives build trusted relationships with healthcare facilities, ensuring they receive the education, support, and service needed for outstanding patient care.
About the role
The Customer Success Representative (CSR) serves as the primary point of contact for assigned healthcare facilities in the Metro Atlanta area. This field-based position strengthens customer relationships, provides education and training, supports specimen collection processes, and ensures an exceptional client experience. The ideal candidate is personable, organized, self-motivated, and passionate about delivering white-glove customer service.
Schedule
- Full-time, Monday-Friday
- Four (4) days per week spent visiting customer facilities
- One (1) 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
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 the ability to travel daily are required.
Responsibilities
Build Strong Customer Relationships
- 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
Educate & Train Facility Staff
- 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 Facility Visits
During routine site visits you will:
- Review specimen collection boxes for accuracy
- Identify and correct collection errors
- Meet with facility leadership to discuss service quality and training opportunities
- Monitor laboratory supply inventory
- Deliver emergency supplies when needed
- Complete detailed visit documentation following each visit
Customer Support & Issue Resolution
- Investigate and resolve customer concerns
- Document issues and follow through until resolved
- Coordinate with internal departments to ensure outstanding customer support
- Keep customers informed throughout the resolution process
Daily Operations
Additional responsibilities include:
- Assisting with STAT specimen verification calls
- Coordinating transportation or courier pickups when needed
- Supporting critical value notifications
- Participating in weekly team meetings
- Collaborating 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