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

About the position

The Sr. Customer Success Manager, Health Systems is responsible for developing and cultivating long-term Health System customer relationships and securing customer/revenue retention, always looking to expand Quest’s products and services through upselling. The Sr. Customer Success Manager shields customers from Quest's complexity and provides a single point of objective business support and key client insights to Leadership. The Sr. Customer Succes Manager helps customers achieve their goals, manages contract and financial aspects, and advocates when necessary to see resolution of their issues. The Sr. Customer Success Manager will support Health System customers across Quest’s East Region which includes MD, DE, NJ, DC and portions of WV, VA and PA. The Sr. Manager must reside 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 a main point of contact and communication point between the customer and various internal Quest functions for problem solving & ensuring customer satisfaction.
• Interacts collaboratively with regional Lab Ops, Esoteric Lab Ops, logistics, IT, account setup and other Customer Support functions to solve 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 be several days or several weeks, whatever the need assessment dictates.
• Analyze any 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 Client Problem Tracking module or other client problem reporting mechanism for at-risk accounts and coordinate action(s) between functional groups to resolve At-Risk issues in a timely manner.
• Create a venue with client accounts and at-risk clients to ensure that the resulting resolution and follow-up activity are satisfactory.
• Solicit and resolve other outstanding issues or concerns.

Requirements

• 7+ years of experience in a high volume, laboratory customer services environment, direct or adjacent.
• Must have a global understanding of department functions.
• Customer service background—problem solver.
• Possess strong general business acumen, understanding financials and metrics (P&L, pricing, billing, etc. knowledge).
• Strong presentation and Executive Presence; gain access and build trust with key leaders, able to 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)
• Valid driver’s license (Required)

Benefits

• Day 1 Medical, supplemental health, dental & vision for FT 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
• Company car and gas card
• Education assistance through MyQuest for Education
• Career advancement opportunities