Customer Success Manager
Morrisville, NC, United States
Commercial /
Permanent, full-time /
On-site
Biofidelity is a revolutionary genomic technology company dedicated to unleashing the potential of genomics to transform human health and the world we live in. Our adaptive platform technology removes the noise from genomic data, providing only the information needed to make decision making less complex, faster, and more accurate.
At Biofidelity we are proud to have built a culture of humanity, openness and high expectations. We work towards well-defined goals, with a strong belief that we can make genomics globally accessible. Our people are keen to take responsibility for their work and share both their successes and challenges.
Biofidelity’s core values are Humanity- care & compassion; respecting personal lives; humour. Openness- sharing research; experimental approach; permission to fail. High expectations- be fearless; make a difference; willingness to do what’s needed. Our core values define our company culture, they are shared values, goals, attitudes and practices that characterise Biofidelity employees. We are looking for likeminded people to join the Biofidelity team.
Alongside a competitive salary and opportunities for career development, we offer a comprehensive benefits package including medical, dental and vision coverage, 401(k), bonus, stock options, life insurance, short-term and long-term disability income protection, 20 days per year PTO allowance and 2 floating holidays in addition to Company observed holidays.
The role
Biofidelity is seeking an experienced Customer Success Manager to deliver exceptional customer service, build long-term, collaborative relationships with clients, and drive continuous process improvements focused on efficiency and optimizing the customer experience. This role will also involve providing project leadership, offering support, and coordinating cross-functional processes. The position reports to the Chief Commercial Officer.
Key responsibilities:
● Lead customer success team and determine staffing and training needs during the scale up phase of the Biofidelity business
● Collaborate closely with clients to maximize the value of Biofidelity services, ensuring a smooth transition of client requirements throughout the delivery process, while serving as the key advocate for the customer
● Coordinate with the commercial team to align on targeted business objectives and lead sales and strategic initiatives
● Collect, categorize, and prioritize feedback from internal and external customers; Perform full assessments of client needs on a regular basis
● Manage workflows and the distribution of time sensitive work to the team
● Collaborate with the production team to ensure the efficient and seamless delivery of products to customers
● Partner with internal teams to implement and deliver on customer experience enhancement solutions
● Collaborate with Marketing to develop business development tools that drive customer adoption and support long-term success
● Provide in-depth training in Biofidelity databases, products and service requirements, as needed
● Serve as the primary point of contact with the billing company, overseeing and managing claim submissions to ensure timely and accurate processing
● Responsible for the distribution of reagents to customers in North America, ensuring timely and accurate delivery, maintaining proper documentation and tracking processes in line with SOP’s
● Demonstrate commitment to the engagement, retention, and growth of the customer base.
● Coach, train and supervise customer success team, providing direction, guidance and developmental opportunities
● Willingness to step outside functional boundaries to understand and influence factors that impact the customer experience
Knowledge, Skills, And Abilities:
● Proficient in Microsoft applications and the utilization of CRM and LIMS systems; experience with GSuite (preferred)
● Business acumen and knowledge of the healthcare industry and life science product sales
● Excellent communication skills, both written and verbal
● Proven ability to effectively communicate ideas and data to both internal and external stakeholders, driving understanding and delivering impact
● Ability to apply strong critical thinking and analytical skills
● Ability to be effective with time management, prioritization skills, and change management
● Ability to apply interpersonal and networking skills to drive successful relationship building
● Ability to effectively manage multiple projects simultaneously in a dynamic, deadline-driven environment
Requisite Education and Experience/Minimum Qualifications:
● Bachelor's Degree in Life Sciences, Business Administration, Marketing or similar field
● Demonstrated expertise in customer service within the medical, healthcare, or biotech industries, with a track record of leading teams to deliver exceptional results
● Experience in process documentation and improvement initiatives
● Understanding of HIPAA and confidentiality of patient data
● Experience developing and delivering training to clients (preferred)
● Experience with claim submissions and billing (preferred)
