Job Description

POSITION TITLE:  Client Engagement Manager

FLSA STATUS:  

DEPARTMENT NAME: 

SUPERVISOR’S TITLE: 

SUMMARY: 

The Client Experience Manager is responsible for establishing and building customer relationships to promote customer retention and loyalty. The incumbent will ensure customers are satisfied with the company’s products and services, provide high-level technical and logistical support and work to resolve any customer queries and issues. The incumbent will be the primary point of contact for the customers and connect customers with specific teams to address specific requests.

The Client Engagement Manager will support in the management of client contracts with commercial leadership and internal business partners.  

RESPONSIBILITIES:

• Be a trusted advisor to designated customers by providing salient and credible information and services
• Work directly with clients, commercial leadership, and finance on contracts
• Establish and maintain customer relationships – from C-Suite to operational staff
• Provide high-level technical and product support with clients
• Provide high level logistical and operations support with clients

KNOWLEDGE AND SKILL: 

• Read, interpret, and articulate client contracts effectively with clients
• Assist in business reviews and forecasting on quarterly basis with commercial leadership
• Aptitude to quickly learn products and services to be established as experts in the field
• Knowledge of best practices in customer service and customer retention
• Au fait with CRM and logistics systems
• Mentor Client Engagement Managers in contracting methodologies and business practices
• Strong aptitude for technical parameters surrounding PCR technologies
• Strong aptitude for technical parameters surrounding POC and/or CLIA waived devices
• Strong written and verbal communication skills
• Proficient with applicable software applications e.g., MS Office Suite

EDUCATION/EXPERIENCE REQUIRED: 

• Bachelors’ Degree business or science related disciplines
• Minimum of 5 years sales, marketing and/or customers service experience in diagnostics, consumer health and/or point of care environment
• Must be organized with strong leadership skills
• Strong MS Office knowledge & CRM experience
• Prior experience working with in vitro diagnostics, infectious diseases POC organization preferred
• Prior experience working with molecular and/or lateral flow devices preferred
• Lateral thinking, self-starter