Job type full-time
Full job description
Job title: customer success manager
Hours: 5am-130pm pst
The customer success manager will work closely with prospects and current customers to ensure that project deliverables and the customer experience is seamlessThey will be directly involved in client onboarding, sales enablement, project planning, document creation, reporting and the timely execution of multiple projectsThe customer success manager will work cross-functionally across all areas of the business and will be instrumental in helping the company reach its goalsThey must also pitch ideas, develop strategies, and demonstrate problem-solving abilities to address client issues.
Duties and responsibilities:
Develop and maintain a working-level understanding of assigned client’s industries, company culture, products/services, and strategic communication plans.
Assist in onboarding new customers, renew existing customer contracts, respond to requests, resolve complaints, address first-level technical support issues, maintain quality service, and nurture long-term partnerships with clients.
Work closely with the client solutions and software integration analyst teams and customers to assess their workflow, objectives, and to ensure technical feasibility; ensure project onboarding and database provisioning completion; coordinate software training, workflow refinement, and continued customer follow-up; identify gaps in customer experience.
Review client contracts, communicate any requested changes or amendments, and seek approval with legal and software integration analysts teams, as appropriate.
Attend to the needs of the client and continually seeking ways to add value to the client-company relationship.
Assist with special projects when necessary.
Work alongside internal customer and technical support representatives, business development, billing, and it, to sustain an efficient workflow for managing customer requests and projects.
Ensure prospects and customer lists are up to date.
Assist in the creation of relevant project documentation.
Document client interaction within ambry systems completely and thoroughly.
Education and knowledge:
Minimum of bachelor’s degree required.
Knowledge of project management, sales, or organizational management highly desired.
A copy of school transcripts or diploma is required for the employee file.
Capable of managing multiple projects from start to finish.
Must be able to coordinate, plan, and execute projects within defined timelines and scope.
Has experience working with web technology, database management tools, and be capable of gathering requirements from a diverse internal/external customer base.
Must demonstrate sound judgment and decision-making ability.
Strong leadership, verbal and writing skills.
Well-developed multi-tasking and organizational skills are keys to success.
Proven experience as a dedicated, collaborative, team player with a desire to learn and grow.
Computer proficiency in ms office, excel, email & internet functions.
Minimum of three years of experience in customer success management, account management, and/or customer service is required.
Previous industry experience in health care, clinical laboratory administration, or software is preferred.
Experience in managing multiple projects at one time in a professional environment is highly desirable.
Ambry genetics corporation is a cap-accredited and clia-licensed molecular genetics laboratory based in aliso viejo, californiaWe are a genetics-based healthcare company that is dedicated to open scientific exchange so we can work together to understand and treat all human disease faster.
At ambry, everyone is welcomeA career at ambry genetics is a chance to be part of a dynamic company that aims to improve health by understanding the relationships between genetics and human diseaseWe earned our reputation as industry leaders by responsibly introducing cutting-edge genetic testing solutions and continually sharing what we learn with the global scientific community.
At ambry you will be learning, challenging yourself, and having fun while collaborating with teammates through the open exchange of ideasWe also offer access to gym memberships, onsite food trucks, “lunch and learns,” and moreOur outstanding benefits program includes medical, dental, vision, 401k, fsa, and generous paid time off (pto) programAmbry genetics is an equal opportunity employer (eoe) and we maintain a drug-free work environment.
Ambry genetics is an equal opportunity employerAll qualified applicants will receive consideration for employment without regard to race (and traits historically associated with race, including, but not limited to hair texture and protective hairstyles such as braids, locks, and twists), color, creed, religion, sex, sexual orientation, gender identity, gender expression (including transgender status), national origin, ancestry, age, marital status or protected veteran status and will not be discriminated against on the basis of disability, protected medical condition as defined by applicable state or local law, genetic information, or any other characteristic protected by applicable federal, state, or local laws and ordinances.
Ambry does not accept unsolicited resumes from individual recruiters, third party recruiting agencies, outside recruiters or firms without an executed contract in placeWe are not responsible for any fees related to resumes that are unsolicited or are received by ambrySuch resumes will be deemed the sole property of ambry and will be processed accordingly.