Client Success Specialist

Are you motivated to participate in a dynamic, multi-tasking environment? Do you want to join a company that invests in its employees? Are you seeking a position where you can use your skills while continuing to be challenged and learn? Then we encourage you to dive deeper into this opportunity.

We believe in career development and empowering our employees. Not only do we provide career coaches internally, but we offer many training opportunities to expand your knowledge base! We have highly competitive benefits with a variety of HMO and PPO options. We have company 401k match along with an Employee Stock Purchase Program. We have tuition reimbursement, leadership development, and even start employees off with 16 days of paid time off plus holidays. We offer wellness courses and have highly engaged employee resource groups. Come join the Neo team and be part of our amazing World Class Culture!

NeoGenomics is looking for a Client Success Specialist based at our site in Aliso Viejo, CA who wants to continue to learn in order to allow our company to grow.

Now that you know what we're looking for in talent, let us tell you why you'd want to work at NeoGenomics: 

Position Summary:

The Client Success Specialist (CSS) is a regional lead able to provide training, leadership, and services for a specific regional sales team and clients that exist in a given region.  The CSS will perform a greater number and/or more varied amount of complex or difficult tasks and assignments related to client management and sales assistance.  The CSS will work closely with Sales, Client Services, and Operations utilizing their detailed knowledge of NeoGenomics testing and support services to help coordinate the client’s personalized needs within their assigned region.

Core Responsibilities:

• Must demonstrate proficiency in all Core Responsibilities of a Client Services Advocate.
• Prioritizes tasks as necessary to maintain a streamlined workflow within their region to resolve issues in a timely and efficient manner
• Assist Supervisor in tracking daily, weekly, and monthly account metrics to evaluate trends within region (IE:  VOC, Online ordering, SFIs)
• Monitors and maintains quality and productivity objectives along with other key indicators on a routine basis
• Able to assist clients with account set-up, LIS user access and user issues, online ordering assistance, and IT concerns
• Able to function at the highest level within SalesForce.com and LIS, and be a QA and training resource on these systems
• Responsible for coordinating sales support processes and implementations as well as providing administrative support to the sales team
• Spearhead new client “Fresh Start” and at-risk client “Case Management Monitoring” programs within their regions.
• Participate in sales meetings (conference and live) to include assigned regional meetings, and disseminates pertinent information to regional teams
• Training new and existing clients on Neo systems to reduce delays and outbound calls to clients; and can serve as a NeoGenomics Application Support specialist

Experience, Education and Qualifications:

• Bachelor’s degree in Business Administration or related field is preferred but not required
• 2+ years of general experience customer service/sales support experience supporting a commercial team
• Excellent typing, data entry, and customer service skills
• Experience managing multiple projects
• Highly focused on service orientation
• Strong organizational skills and attention to detail
• Ability to communicate testing information to both a technical and non-technical

Travel Requirements:

Up to 20% field travel required with overnights