Customer Success Manager (Remote)

About Genomind:

Genomind is a leading provider of individualized precision medication management using Pharmacogenetic (PGx) testing and GenMedPro, our proprietary software. Our lab test and precision medicine software turn patient genetic data into actionable treatment insights that help providers and patients narrow down medication choices and personalize dosing to achieve better outcomes. We have successfully treated over 500,000 patients and are adding multiple key team members in 2023.

Location/Territory: Remote

Job Summary: The Customer Success Manager plays an important role in the continued growth of Genomind. Ideal applicants will be skilled in developing and maintaining strong client relationships, offering a high level of service and support to existing customers, combined with an understanding of the diagnostic laboratory testing industry. Candidates should excel and thrive while working in a fast-paced, entrepreneurial team environment.

The CSM will be responsible for the development of strategic partnerships through high-level consultative relationship-building with clinicians, hospitals, and healthcare institutions. CSMs are required to maintain client satisfaction and demonstrate retention efforts through effectively collaborating with the sales team to client support activities, coordinating implementations, managing account profitability, identifying root causes, and assisting with driving practical and creative solutions. CSMs will partner closely with the sales team to grow the account base by providing customer and sales support at on-site and virtual meetings, in-service optimization, as well as participation in regional and national industry conferences. CSMs are expected to foster and support departmental goals with Marketing, Operations, and Clinical Support, in addition to all key lab/vendor relationships.

Essential Duties and Accountabilities:

• Develop and execute account management strategies and formulate new, mutually beneficial initiatives to address the evolving demands of the market in support of Genomind’s growth strategies.
• Gain a detailed operational knowledge of regional/assigned customers and be adept at helping those customers integrate efficiently with all Genomind policies and operational procedures.
• Identify targets and develop up-sell and expansion sales opportunities that enhance Genomind performance indicators.
• Maintains accurate pipeline in Salesforce CRM.
• Achievement of monthly KPIs as outlined by Genomind Management
• Work closely with Genomind’s sales, customer service, operations, billing, and clinical operations teams to identify process improvement opportunities consistent with company objectives.
• Service current customers by providing technical and clinical/science support regarding tests, patient reports, science, research studies, and all Genomind offerings. Closely aligned with all internal departments for excellent internal/external communication.
• Works with marketing in the delivery of sales and advertising programs to promote Genomind’s product advantages to customers and the marketplace.
• Employs strong project management skills by prioritizing and leading multiple tasks concurrently.

Education: Bachelor’s Degree Required, Nursing Degree Preferred

Experience:

• At least 2 years of field-based account management experience where the primary focus of the role was to maintain existing business through face to face and virtual interactions and/or 1-2 years of B2B field-based sales experience
• Experience in healthcare is a strong plus

Competencies Needed:

• Knowledge of diagnostic, laboratory, medical device, or healthcare industry; experience in physician practice management and/or pharmacogenomics a plus.
• Significant experience in building and maintaining strategic relationships with customers.
• Excellent interpersonal and presentation skills are essential; proficient written communication is critical.
• Proven multi-tasking and project planning skills; the capacity to work in a fast-paced environment, as well as the ability to contribute creative yet practical solutions to problems.
• Must show good judgment and convey professionalism when dealing with clients and challenging situations.
• Flexibility/Adaptability to handle working in a growth stage company environment.
• Ability to build new processes and learn new skills quickly.
• Proficient in Microsoft Office Platforms; experience using CRM tools; Salesforce preferred.
• Ability to travel 60% of the time.

Job Classification: Exempt

PTO, Medical, Dental, Vision, Life, LTD/STD, HSA, FSA. 401k + Matching

Genomind is an EEOE.