Clinical Applications/Customer Success Manager Western Region

2 weeks ago

Las Vegas, United States Nova Biomedical Full time

Nova Biomedical develops, manufactures, and sells advanced technology blood testing analyzers. We are looking for a Clinical Applications/Customer Success Manager based in the Los Angeles, San Francisco, Fresno, Sacramento CA or Reno Nevada area to join our Clinical Field Support team.

If you are a dynamic clinical lab professional seeking a career change and a way to leverage your healthcare experience outside of the lab - this may be the opportunity for you....

As the Clinical Applications/Customer Success Manager you will be responsible for the successful transition and retention of new and existing Nova Biomedical customers by providing the highest level of support and strategic guidance to help them achieve their short and long-term goals. You will ensure ongoing customer satisfaction by building relationships with decision makers, leaders, and healthcare staff.

The ideal candidate will have experience working cross functionally within a hospital lab setting, ideally within Point of Care.

Responsibilities:

  • Establishes regular onsite and virtual meetings with customers to measure progress, program success, and ensure customer needs are being met.
  • Interacts and communicates closely with sales and support leadership on the level of customer satisfaction with Nova products and services.
  • Interfaces frequently with Sales Product Line Manager to help highlight any product development gaps or requirement improvements based on customer feedback.
  • Understands the customers business objectives and develop a strategic direction for success.
  • Reviews and assess each customers' progress towards their objectives and offer recommendations based on results and identified gaps.
  • Proactively handles escalation of product issues to ensure appropriate, timely actions are taken to address customer concerns.
  • Consistently demonstrates the following attributes when working with customers; Customer 1st Attitude, listens before Speaking, Extra Effort, Teamwork, and Quality.
  • Develops strong knowledge of Nova clinical products and how they can be leveraged by the customer to meet their clinical testing needs.
  • Identifies new sales or support opportunities within each customer site. Communicates these opportunities throughout the organization through appropriate channels.
  • Manages assigned Foundation Accounts (Smaller) within local region.
  • Responsible for distribution, tabulation, follow-up and follow-through on bi-annual Customer Satisfaction Surveys.
  • Responsible for establishing and leading onsite Business Review Meetings with accounts
  • Responsible for establishing and leading weekly or bi-weekly account calls (video) including documentation and distribution of minutes and action items to all appropriate internal and external stakeholders.
Qualifications
  • A BS in Medical Technology, background is preferred. Laboratory Technologist, Medical Technologist (MT), Clinical Laboratory Scientist (CLS), Medical Laboratory Technician (MLT), or Medical Laboratory Scientist (MLS) certifications/degrees preferred.
  • Ability to travel 50% - 70% in the following areas:
  • California
  • Arizona
  • Nevada
  • Idaho
  • Oregon
  • Washington
  • Previous healthcare, clinical laboratory knowledge, and/or Point of Care experience is required.
  • Demonstrated high quality performance as a Customer Success Manager, Client Relations Manager, or Account Manager within the clinical diagnostics industry or previous related experience focused on customer satisfaction preferred.


Highlights of benefits offered to Nova Biomedical employees include Blue Cross Blue Shield medical plan, tuition reimbursement, matching 401K, and an innovative scholarship program for children of employees. In addition, this role offers a competitive base salary, a company car and a bonus program.

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