Sr. Customer Success Manager, Health Systems (Remote with Regional Travel)

Salary offers are based on a wide range of factors including relevant skills, training, experience, education, certifications, market and organizational factors.

Pay

$130,000–150,000, plus yearly bonus and company car/gas card.

Benefits

• Day 1 Medical, supplemental health, dental & vision for full-time employees who work 30+ hours
• Best-in-class well-being programs
• Annual, no-cost health assessment program (Blueprint for Wellness)
• healthyMINDS mental health program
• Vacation and Health/Flex Time
• 6 Holidays plus 1 MyDay off
• FinFit financial coaching and services
• 401(k) pre-tax and/or Roth IRA with company match up to 5% after 12 months of service
• Employee stock purchase plan
• Life and disability insurance, plus buy-up option
• Flexible Spending Accounts
• Annual incentive plans
• Matching gifts program
• Education assistance through MyQuest for Education
• Career advancement opportunities

Responsibilities

• Optimize customer service levels by acting as the main point of contact and communication between the customer and various internal Quest functions for problem solving and ensuring customer satisfaction.
• Collaborate with regional Lab Ops, Esoteric Lab Ops, logistics, IT, account setup, and other Customer Support functions to resolve customer issues.
• Educate hospital personnel on all processes and procedures, including the test order process, to ensure accurate and timely transactions.
• Provide and operationalize venues for customer communication about ongoing experience issues, responsible parties, and timelines for resolution.
• Be physically present prior to and during the customer’s critical “go live” time, which may span several days or weeks as dictated by the needs assessment.
• Analyze chronic service failures, review root causes, and interact with business partners to improve service levels and prevent recurring defects; participate in continuous improvement efforts.
• Work with Customer Solutions to review the Client Problem Tracking module or other client problem reporting mechanisms for at-risk accounts and coordinate actions between functional groups to resolve issues in a timely manner.
• Create a venue with client accounts and at-risk clients to ensure satisfactory resolution and follow-up activity.
• Solicit and resolve other outstanding issues or concerns.
• Travel in the field at least 50% of the time, potentially up to 80%.

Requirements

• 7+ years of experience in a high-volume, laboratory customer services environment, direct or adjacent.
• Global understanding of department functions.
• Customer service background with strong problem-solving skills.
• Strong general business acumen, including understanding of financials and metrics (P&L, pricing, billing, etc.).
• 50–80% travel required.
• Must reside within the East Region (NJ, DE, MD, DC, and portions of NY, PA, VA, WV).
• Valid driver’s license.

Qualifications

• Strong presentation and executive presence; ability to gain access and build trust with key leaders, and articulate business needs and objectives.
• Excellent interpersonal and communication skills, including the ability to communicate complex issues clearly and concisely, both written and verbal.
• Ability to understand and articulate strengths, weaknesses, opportunities, and threats in competitive offerings.
• Bachelor’s Degree (required).