Customer Experience Manager

San Diego, CA, United States

The Position: The Customer Experience Manager’s primary responsibility is managing an assigned territory consisting of up to 5 Sales Reps in the Urology business units with a close attention to superior service to internal and external customers to ensure client satisfaction and appropriate records and materials management are consistently maintained. The Customer Experience Manager will collaboratively work with the laboratory and sales team through a combination of multiple functions that maximize productivity and sales. The individual will have an opportunity to identify process improvements and training opportunities. Create and maintain strategic account-specific opportunities to drive process improvements that positively impact the customer’s experience

Manage all incoming requests from customers and ensure that issues are resolved both promptly and thoroughly

Following up with outside facilities to achieve a 48-72-hour procurement when possible, documenting details in the appropriate internal systems

Responsible for monitoring new clients via the Welcome Program, notifying sales team and medical team of new cases, processing new client’s letters

Utilize Salesforce CRM to pull path lab trends and presenting the metrics to management

Managing /owning the onboarding of new clients

Resolving service problems by clarifying the customers' inquiry/compliant; determining the root cause; selecting and explaining the best solution to solve the problem; expediting corrections or adjustments; following up to ensure resolution

Owning the development of procedures to meet client satisfaction in all areas of responsibility

Independently handling routine transactions, making decisions, and resolving routine problems by working directly with sales reps, medical team, operations team, clients, and patients

Empathizing with, actively listen to, and dealing sensitively and professionally with internal and external customers

Ensuring all work is performed in accordance with local, state, and federal regulations and company policies/procedures

Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments

Demonstrate knowledge of, access to and the ability to influence territory medical oncologists, pathologists and urologists

Demonstrate the ability to bring value to customer interactions by providing a high level of product expertise and customer service to all accounts

Manage Commercial lab relationships/collaborations to advance business objectives

Effectively and efficiently prioritize, manage time, resources and workload

Business travel, by air, train or car is required for regular internal and external business meetings.

Who You Are: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills and/or abilities required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. Bachelor’s degree or equivalent years of experience required

3-5 years of experience in healthcare or laboratory client service and/or customer relations, oncology experience preferred

Regional Sales Trainer or Sales Training experience (internally or externally), preferred

Proven track record of territory management including a consistent performance

Familiarity with basic laboratory information systems (LIS) functions and various reporting generation requirements

Enthusiasm and an entrepreneurial spirit

Excellent verbal and written communication skills

Strong sense of urgency and accountability

What We Can Offer You: Veracyte is a growing company that offers significant career opportunities if you are curious, driven, patient-oriented and aspire to help us build a great company. We offer competitive compensation and benefits, and are committed to fostering an inclusive workforce, where diverse backgrounds are represented, engaged, and empowered to drive innovative ideas and decisions. We are proud to have been named a “Bay Area Top Workplace” for nine years in a row by the Bay Area News Group, based solely on employee feedback.The anticipated base salary range for candidates who will work in San Diego is $65,000 to $80,000. The final salary offered to a successful candidate will be dependent on several objective factors that may include, but are not limited to, the type and length of experience within the job, type and length of experience within the industry, education, etc. Base pay is one part of the Total Compensation and Benefits Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives, and restricted stock units.Veracyte is a multi-state employer, and this salary range may not reflect positions that are located in areas outside of the designated location in this posting. About Veracyte Veracyte (Nasdaq: VCYT) is a global genomic diagnostics company that improves patient care by providing answers to clinical questions, informing diagnosis and treatment decisions throughout the patient journey in cancer and other diseases. The company’s growing menu of genomic tests leverage advances in genomic science and technology, enabling patients to avoid risky, costly diagnostic procedures and quicken time to appropriate treatment. The company’s tests in lung cancer, prostate cancer, breast cancer, thyroid cancer, bladder cancer and idiopathic pulmonary fibrosis are available to patients and its lymphoma subtyping and renal cancer tests are in development. With Veracyte’s exclusive global license to a best-in-class diagnostics instrument platform, the company is positioned to deliver its tests to patients worldwide. Veracyte is based in South San Francisco, California. For more information, please visit www.veracyte.com and follow the company on Twitter (@veracyte).Veracyte affords equal employment opportunities to all qualified persons, regardless of race, color, religion, national origin, age, sex, disability, sexual orientation, gender expression, veteran or marital status. Veracyte participates in E-Verify in the United States.

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