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

Pay Range: $130,000-150,000, plus yearly bonus and company car/gas card. Salary offers are based on relevant skills, training, experience, education, certifications, market, and organizational factors.

Benefits

• Day 1 Medical, supplemental health, dental & vision for full-time employees (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

About the Role

The Sr. Customer Success Manager, Health Systems is responsible for developing and cultivating long-term Health System customer relationships and securing customer/revenue retention, while expanding Quest’s products and services through upselling. This role shields customers from Quest's complexity, provides a single point of objective business support, and delivers key client insights to Leadership. The Sr. Customer Success Manager helps customers achieve their goals, manages contract and financial aspects, and advocates for issue resolution.

This role supports Health System customers across Quest’s Midwest Region and requires residency within the region. Regional travel and time in the field will be at least 50% but may be as much as 80%. A company car and gas card will be provided.

Responsibilities

• Optimize customer service levels by acting as the main point of contact between the customer and internal Quest functions for problem-solving and ensuring 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 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 resolution timelines.
• Be physically present prior to and during the customer’s critical “go-live” period, which may span several days or weeks based on need assessment.
• Analyze chronic service failures, review root causes, and work with business partners to improve service levels and prevent recurring defects.
• Participate in continuous improvement efforts.
• Review Client Problem Tracking module or other client problem reporting mechanisms for at-risk accounts and coordinate actions between functional groups to resolve issues.
• Create venues with client accounts and at-risk clients to ensure satisfactory resolution and follow-up activity.
• Solicit and resolve outstanding issues or concerns.
• Travel expectations: 50-80% time in the field.

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 knowledge of financials and metrics (P&L, pricing, billing, etc.).
• Bachelor’s Degree (Required).
• 50-80% travel required.
• Valid driver’s license (Required).

Skills

• Strong presentation and executive presence; ability to gain access and build trust with key leaders.
• Excellent interpersonal and communication skills, including the ability to articulate complex issues clearly and concisely, both written and verbal.
• Ability to understand and articulate strengths, weaknesses, opportunities, and threats in competitive offerings.