Location
Sunnyvale, CA | United States
Job description
Client Success Manager
Location: Sunnyvale, CA
Why Ascend Clinical?
Come work for a company that is transforming the industry.
We are Ascend, a prominent clinical laboratory in the United States with among the highest testing volumes. Our utilization of advanced tools and technology enables us to process millions of tests each month. With a track record spanning over 30 years, we've consistently delivered industry-leading service and testing excellence. At Ascend, innovation and growth are constants as we pioneer the future of healthcare. Our unique blend of healthcare leadership and startup mentality sets us apart from the norm. Our employees are dedicated to taking on new challenges and solving problems in a dynamic, fast-paced environment.
Job Summary:
We seek a dynamic individual with the ability to quickly pivot, excel in a fast-paced environment, and display a solution-oriented approach for the role of Client Success Manager. This role demands the capacity to zoom in and out, effectively navigating micro-level details and macro-level strategic perspectives. You'll be responsible for nurturing exceptional client partnerships within dialysis clinic specimen processing and results review. This position guarantees that our clients receive top-notch training, support, and operational guidance for continued success and efficiency with our advanced products and services. Additionally, you'll serve as the ultimate escalation point for complex queries from our Client Service Center.
Essential Functions:
- Enhance client experiences through engaging web-based trainings and tailored presentations for new and existing clients
- Spearhead onboarding with ease, setting up new clients in our robust Ascend proprietary online support tool, LabCheck
- Provide ongoing follow up training tailored to client opportunities and unique challenges. A key focus is consistent and regular monitoring of facilities training needs based on metrics and feedback from internal Laboratory Operations team
- Evaluate client satisfaction and performance through insightful conversations and reporting
- Proactively address concerns encompassing laboratory processes, account setup, specimen collection, billing, support, technology, and product enhancements impacting clients
- Collaborate with Ascend management to develop effective resolutions, adapting approaches as needed
- Initiate periodic client business reviews and strategic account visits tailored to evolving business needs, adapting to each client's unique dynamics. A success factor measurement is addressing client’s gaps by maximizing Ascend’s laboratory services and properly utilizing Ascend supplied resources
- Empower clients by assisting them in crafting custom reports and presenting invaluable test utilization and results data for review
- Provide unwavering Client Contact Center success by flexing into phone coverage during high-volume call times
- Serve as the escalation point for client resolution matters originating from client facility management staff and queries from the Client Contact Center
- Collaborate with Ascend departments to effectively address and mitigate escalated concerns, adapting your problem-solving strategies as needed
- Work seamlessly across departments, advocating for your clients' needs while fostering strong cross-functional relationships with stakeholders
- Provide timely feedback gathered from clients and effectively disseminate to internal stakeholders
Qualifications:
- Possess a Bachelor's degree, preferably in marketing, communication, or healthcare, coupled with a minimum of 3-5 years related experience
- Demonstrate a proven track record in Laboratory, Dialysis, Client Management, Customer Service, and/or Sales/Marketing domains, or other relevant fields
- Proficiently pivot your approach to onboard and train clients, both in-person and through web-based platforms
- The ability to utilize data to drive strategic enhancements and client process improvements through ongoing training. Collaborate with internal departments to obtain regular data sets for assigned client facilities
- Showcase success in nurturing business-to-business account relationships and delivering optimal client experiences
- Expertise in delivering impactful web-based training sessions while adapting to different learning styles
- Preferably, have a background in business-to-business account management and call center environments, with an ability to adapt communication strategies based on client personalities
- Display advanced proficiency in Microsoft Office Suite (Word, Excel, PowerPoint & Outlook)
- Exhibit quick adaptability and an aptitude to master diverse CRM tools and phone systems
Compensation :
- $80,000-$110,000
- Salaries may vary for different individuals in the same role based on several factors, including but not limited to individual competencies, education/professional certifications, experience, and performance in this role
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