Sales Support Associate

Myriad Genetics & Laboratories South San Francisco , CA 94080

Posted 2 weeks ago

Overview

A Sales Support Associate is a member of the Customer Success team, responsible for providing phone and email support to the Field Sales team and internal partners, including Women's Health Clinical Account Executives, Regional Directors, Genetic Counselors, Medical Science Liaisons and Strategic Account Executives. We are a proactive and motivated team with a high customer service orientation for the success of the field.

Sales Support Associates will be a wealth of knowledge and the main contact for this internal team so we play a vital role in customer satisfaction through the accuracy and efficiency of our work. We handle a variety of inquiries that include updating disease panels, set up clinic settings for result notification and preferences, create custom panels for clinics ordering menu, answer billing questions regarding price estimates and payment information, and setting up clinics with our mobile phlebotomy services. We will also possess a keen ability to identify sales trends and opportunities for additional education and training to ensure efficiency and effectiveness in the field.

This team will be fully cross-trained in all aspects of Client Services. This enables SSAs to provide quick, accurate answers and decrease anxiety and pressure felt in the field when answers are needed quickly.

Most importantly, this team will prioritize the customer experience above all else, and understand how the company's success is tied into every interaction with the Field Team. As such, this team will also provide feedback to relevant HQ teams to help improve processes for our field counterparts, patients and providers based on the top case reasons and challenges they handle day-to-day.

Responsibilities

ACCOUNTABILITIES
35%

Resolve all customer inquiries with high level of quality
25%

Subject Matter Experts on processes, cases and interactions. A source of knowledge for the team. Act as a representative for new initiatives that affect the customer experience
25%

Work with other internal stakeholders to ensure all customer inquiries are resolved in a timely and efficient manner.
10%

Interview CSA candidates and assist in recruiting evaluation process
5%

Carries out duties in compliance with established business policies.

FINANCIAL RESPONSIBILITIES

NA

INTERACTIONS:

  • You will be responsible but not limited to respond to and triage all inquiries via phone and email to ensure smooth, timely and effective communication between Client Services, our Clinical Lab and the Field Teams

  • Be a wealth of knowledge for the Sales Team - you are the point person for questions and if you don't know the answer.you are resourceful and able to find the answer will little to no guidance

  • Develop relationships cross functionally with various departments (including Sales Operations, Learning and Development, Marketing, Engineering, Intake and Project Management teams) to ensure issues are resolved in a timely and efficient manner

  • Contribute to continual improvements in the Customer Success department through projects, presentations, and various communications

  • Be proficient in all areas of Customer Success and be able to step into different functions as business needs arise

  • Identify positive and negative trends from the field and advocate on their behalf

  • Collaborate and strategize with the Sales team to help adopt best practices and propose workflow solutions.

PROBLEM SOLVING/DECISION MAKING/CUSTOMER ADVOCATE

  • Strong advocate for Myriad Women's Health as well as our internal and external clients

  • A master of your domain and have satisfactory knowledge across all areas of the Client Services Department

  • Passion for helping people find solutions. Able to identify trending problems, discover root causes, and provide effective solutions

  • You are resourceful - you know how to get answers and if you do not know them yourself you understand the correct avenues to escalate an issue

  • You prioritize the customer experience above all else, and understand how the company's success is tied into every customer interaction with your team

  • Remain calm under pressure. Able to successfully navigate stressful situations while maintaining a strong sense of professionalism and leadership

  • Expertise in Salesforce and internal tools such as billing, /helpdesk, outbound queues, /sales and fulfillment.

  • Excellent organizational and task management skills and professional judgment

  • Hardworking individual who loves working on a team and supporting others

  • A master of your domain with satisfactory knowledge across all areas of the Client Services Department

  • Thrive in a dynamic, fast-paced, team-based environment

  • Passion for helping people find solutions. Able to identify trending problems, discover root causes, and provide effective solutions

  • Punctuality

  • Is consistently at work and on time; ensures work and responsibilities are covered when absent.
  • Communication
  • Listens and gets clarification; responds well to questions. Speaks positively in difficult and stressful situations.
  • Accountability and Judgment
  • Demonstrates a high level of professionalism, integrity, and reliability; exercises good judgement as to when to escalate front line issues through the proper channels

DIRECTLY SUPERVISES

Individual contributor.

Qualifications

Education and Experience:

  • Bachelor's degree required

  • 1-3+ years of customer service experience, healthcare/ biotechnology preferred Experience may be considered in lieu of educational requirements.

  • Exceptional oral and written communication skills

  • Prior Experience as a Myriad Women's Health Client Services Associate

  • Expert knowledge of Google Apps and Mac OS X

Knowledge/Required Skills and minimum performance metrics:

  • Excel in all assigned tasks and continuously meet all internal deadlines

  • Ability to prioritize tasks and self manage assignments

  • Have a proactive approach to solving problems- "no" is not an answer you are comfortable with

  • Demonstrate a high level of professionalism, integrity, and reliability

  • Demonstrate confidence and exceptional communication skills when interacting with all customers

  • Ability to exercise good judgement as to when to escalate front line issues through the proper channels

Physical Demands/Working Environment

Typical office environment. No strenuous physical activity.

About Our CompanyMyriad Women's Health, is a leading personalized medicine company dedicated to being a trusted advisor transforming patient lives worldwide with pioneering molecular diagnostics. Myriad discovers and commercializes molecular diagnostic tests that: determine the risk of developing disease, accurately diagnose disease, assess the risk of disease progression, and guide treatment decisions across six major medical specialties where molecular diagnostics can significantly improve patient care and lower healthcare costs. Myriad is focused on three strategic imperatives: maintaining leadership in an expanding hereditary cancer market, diversifying its product portfolio through the introduction of new products and increasing the revenue contribution from international markets. For more information on how Myriad is making a difference, please visit the Company's website: www.myriad.com. Myriad is an equal opportunity employer and as such, affirms in policy and practice to recruit, hire, train and promote, in all job classifications without regard to race, color, religion, gender, age, sexual orientation, gender identity, national origin, disability status or status as a protected veteran. Reasonable accommodation will be provided for qualified individuals with disabilities and disabled veterans in job application procedures. We believe that diversity lends a regional, national, and global advantage to the clients we serve. Our workforce consists of dynamic individuals, with a range of backgrounds, talents, and skills.


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Sales Support Associate

Myriad Genetics & Laboratories