Client Sucess Manager (Central or Eastern time zone)

CLIENT SUCCESS MANAGER (CSM)

REMOTE: Must be located in Central or Eastern time zone. Will require flexibility to work multiple time zones. 

GeneDx is a patient-centric health information company that delivers personalized and actionable health insights that inform diagnosis, guide treatment and improve drug discovery. The company is transforming healthcare through its industry-leading exome and genome testing and interpretation, fueled by one of the world’s largest, rare disease data sets. GeneDx is uniquely positioned to accelerate the use of genomic and large-scale clinical information to enable precision medicine as the standard of care.

Position 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. Additional duties maybe assigned. 

What you will do:

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 come up

Ensure seamless customer experiences:

• Help new accounts get setup 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 it head on before it becomes a problem
• 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 field sales can work together to drive growth within your accounts
• Build relationships with customer stakeholders to ensure broad, lasting satisfaction and buy in

Education & Work Experience:

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