Customer Account Manager

Genomic Health, Inc. Redwood City , CA 94063

Posted 2 months ago


Position Overview

The Customer Account Manager I is responsible for providing targeted account management services to key accounts and territories in support with specific sales objectives. Working closely with Field Sales personnel, he/she will actively engage with existing customers and provide the highest level of customer service to ensure long-term relationships and retention.

It is imperative that the Customer Account Manager I possess exemplary customer service skills, have a demonstrated ability to work independently, and function effectively as a member of the Exact Sciences team. The Customer Account Manager I will be required to collaborate with teams such as Field Sales, Marketing and Customer Service to share information, coordinate sales and ensure ongoing customer satisfaction.

The Customer Account Manager I will need to understand not only the technical and clinical aspects of the services that Exact Sciences offers, but must also possess the ability to communicate professionally and effectively with all individuals, including external customers and other internal Exact Sciences personnel.

Essential Duties

Account Management

  • Actively involved in the engagement, retention and growth of customer base as directed by the Field Sales organization.

  • Develop and administer on-boarding training programs for new clients.

  • Provide end-user support and software administration for online ordering and online physician education tools.

  • Identify and execute effective solutions to address client's critical business issues.

  • Provide logistics, ordering and operational support to pathology, oncology and urology as requested.

  • Advocate client needs with Exact Sciences Precision Oncology Sales Team, Operations, and Product teams.

Account Diagnostics & Insight

  • Develop Customer Account Utilization reports to support growth and enhance customer experience.

  • Produce quarterly reports for Field Sales Personnel (ROLs and RULs) identifying customers at risk and executing on plan to mitigate risk.

  • Provide ad-hoc Sales and Customer Utilization reports as needed.

  • Strive to remain current on disease states, competition and outside influences that impact our business and help identify emerging opportunities.

Customer Service Backup

  • Provide phone support and queue management as dictated by business need.

  • Partner with Customer Service team in developing efficiencies and process improvements to address customer needs.

  • Communicate with Customer Service Management on key issues related to their area of responsibility.

Travel Requirements

  • Up to 40% travel

  • Standing or sitting for long periods of time may be necessary

  • Some lifting (greater than 25 pounds) may be necessary

Minimum Qualifications

  • Bachelor's degree preferred, or combination of education and equivalent professional experience.

  • 5+ years of customer service experience in healthcare or clinical reference laboratory preferred.

  • In-depth understanding of clinical data and ability to convey sales and marketing messages.

  • Strong customer service and communication skills and ability to incorporate customer and manager input.

  • Sound business problem-solving skills with proven relationship building experience.

  • Works on problems of diverse scope where analysis of data requires evaluation of identifiable factors.

  • Demonstrates good judgment in selecting methods and techniques for obtaining solutions.

  • Able to handle multiple projects at the same time but remain organized, strong sense of urgency for schedules.

  • Significant knowledge of MS Office Suite, particularly MS Excel, and customer service systems are required.

  • Normally receives little instruction on day-to-day work, general instructions on new assignments.

Preferred Qualifications

  • Healthcare or clinical reference laboratory experience preferred.

We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to age, color, creed, disability, gender identity, national origin, protected veteran status, race, religion, sex, sexual orientation, and any other status protected by applicable local, state or federal law. Applicable portions of the Company's affirmative action program are available to any applicant or employee for inspection upon request.

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Customer Account Manager

Genomic Health, Inc.