Reference Lab Outreach Customer Success Specialist
Core
Manage assigned client accounts for the SHC Reference Lab outreach program, serving as a primary point of contact for customer success, issue resolution, and service coordination.
Role type
Customer Success Specialist (Account Management)
Builds
Reference laboratory services and outreach programs for external clients
Domain
Healthcare / Life Sciences
Deliverable
client delivery
Required skills
Account management, customer relationship management, issue resolution, strategic planning, cross-functional collaboration, training and education, courier and billing coordination, marketing campaign support
Preferred skills
Experience in customer relationship management, account management, business liaison support, marketing campaigns, outreach engagement initiatives, strategic growth plans
Technologies
Microsoft Office (Word, Excel, PowerPoint), computer software systems
Responsibilities
Manage assigned client accounts by monitoring needs and coordinating timely issue resolution; Support customer success efforts by proactively identifying client needs and ensuring a positive client experience; Serve as a liaison to answer questions, reinforce laboratory procedures, and connect customers with internal resources; Coordinate courier services, track billing and invoices, and manage supply requests; Support strategic planning, program performance monitoring, and cross-functional initiatives; Provide customer training and education on specimen collection and submission processes; Assist with planning and coordinating marketing activities to attract new customers.