Manager, Client Success

Neogenomics Laboratories - Durham, NC

Full-time - Mid Level

Durham, NC

Ambulatory Health Care Services

About the position

The Client Success Manager at NeoGenomics Laboratories is responsible for leading the Client Services team, ensuring high-quality service delivery to clients, and managing daily operations. This role involves hiring, training, and coaching Client Services Advocates, addressing client complaints, and collaborating with various teams to enhance service efficiency and customer satisfaction. The manager will also analyze performance metrics and implement process improvements to meet departmental goals while fostering a positive work environment.

Responsibilities

• Lead the Client Services team and manage daily assignments.
• Provide support to Client Services Advocates to ensure high-quality service delivery.
• Handle client complaints and motivate employees to achieve peak performance.
• Conduct weekly team huddles to address topics and training needs.
• Monitor and evaluate individual performance, providing feedback and conducting reviews.
• Partner with Workforce Management to ensure proper staffing and resource allocation.
• Analyze performance trends and coaching opportunities to improve processes and customer satisfaction.
• Manage Service Now tickets and ensure the team has necessary equipment.
• Assist in implementing departmental goals and process improvements.
• Establish and maintain positive working relationships within the team and with other departments.

Requirements

• Bachelor's degree preferred; minimum high school diploma or equivalent required.
• 3+ years of experience equivalent to a Client Advocate II preferred.
• Experience in leading teams preferred.
• Excellent typing and data entry skills.
• Proficient with Microsoft Office programs and database management.
• Strong knowledge of management principles and familiarity with company products and services.
• Exceptional interpersonal, customer service, problem-solving, and communication skills.
• Strong organizational skills and attention to detail.

Nice-to-haves

• Participation in NeoGenomics Leadership Courses preferred.

Benefits

• Employee stock purchase plan
• Paid holidays
• Tuition reimbursement
• Paid time off
• 401(k) matching