Client Success Manager

GeneDx (Nasdaq: WGS) delivers personalized and actionable health insights to inform diagnosis, direct treatment, and improve drug discovery. The company is uniquely positioned to accelerate the use of genomic and large-scale clinical information to enable precision medicine as the standard of care. GeneDx is at the forefront of transforming healthcare through its industry-leading exome and genome testing and interpretation services, fueled by the world’s largest, rare disease data sets. For more information, please visit www.genedx.com.

Must be located in Central or Eastern Time zone

Summary  

• The Client Success Manager is responsible for working with our largest and highest potential accounts, as well as teammates in Sales and Client Services to ensure the best possible client experience.

Job Responsibilities

Work with clients in conjunction with our Sales and Client Services teams to:

Deepen existing client relationships:

• Build lasting relationships across key accounts
• Identify areas of potential growth with existing customers by working with clients to find upsell and cross-sell opportunities
• Work across Client Services, Sales and Medical Affairs groups to provide clients access to people who can answer their questions and issues as they arise

Ensure seamless customer experiences:

• Help new accounts get set up for success from their first order
• Educate and train new accounts on how to work well with GeneDx and help develop workflows, practices, etc. in conjunction with the customer to make our testing work for them
• Work proactively to identify potential issues or areas of dissatisfaction within an account and address them head-on before they become a problem
• Handle individual cases relating to orders in conjunction with Client Services, Billing, and other cross functional teams
• Partner with colleagues in Sales and Client Services to ensure clients have their needs met in a seamless fashion that’s efficient while maximizing their satisfaction

Help grow high potential accounts

• Collaborate with Sales to identify opportunities for growth within high potential accounts
• Work with Sales to identify issues that may prevent accounts from working with GeneDx more and work with internal stakeholders to resolve those issues
• Develop strategies for how you and Sales can work together to drive growth within your accounts
• Build relationships with customer stakeholders to ensure broad, lasting satisfaction and buy-in

Education, Experience, and Skills

• Bachelor’s degree preferred
• Experience in healthcare a plus
• 5+ years of work experience on the front lines in relevant customer-facing functions, including customer/client success, account management, customer support and/or sales (including field, inside and national accounts)
• A track record across your work history of solving complex, cross-functional customer facing problems
• Excellent relationship development and management skills
• Active listener who can help clients feel heard while also getting to the root cause of the issues a customer is facing
• Dynamic problem-solving mindset oriented towards finding creative solutions to customer issues
• A truly great teammate who works well with others cross functionally to find common ground and constructively solve issues as they arise
• Ability to think big picture while also focusing on the details of a situation that are causing problems for a client
• Knowledge of Salesforce and other relevant tools highly desirable

Physical Demands 

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• While performing the duties of this job, the employee is regularly required to talk or hear.  The employee is frequently required to sit. The employee is occasionally required to stand; walk; use hands to finger, handle, or feel and reach with hands and arms. The employee must occasionally lift and/or move up to 10 pounds.

Work Environment

• Work is primarily performed in remote office setting
• Standard work hours are Monday through Friday, 9 AM to 5 PM, with occasional overtime required during peak periods
• May require flexibility to work multiple time zones

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