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Customer Success Specialist

4 months ago

Milwaukee, United States Novir Full time
Who We Are

Novir is an emerging diagnostic biotechnology company with an unmatched team of professionals and trusted partners delivering smart, fast and flexible testing solutions supported by reliable, cost-effective screening products and best-in-class technology.

What We Do

We offer a variety of on demand health screening services. Most recently, we have successfully scaled our first offering of rapid COVID-19 screening solutions with on-site delivery, Insta OnSite (do-it-yourself testing) and Virtual Proctoring enabled by our own proprietary Track platform. We are taking the capabilities we have built and applying them to revolutionize preventative screening in the digital health space to launch and scale our offerings in our pipeline including: lead-testing at schools, vaccinations in schools and senior living, virtual drug testing, and preventative health screenings.

Our Values

Care for Tomorrow. Create a lasting, positive difference in the lives of others. Serve people with compassion and understanding. Recognize what truly matters and center every action around meeting the needs of our community both now and into the future.

Delight our Customers. Appreciate every interaction with our customers and find ways to bring them joy. See through the Customer's eyes, understand and anticipate their needs to consistently deliver solutions exceeding their expectations.

Be Bold - Say It. Be direct and open. Speak with honesty and courage, and respect others for doing the same. Say what you think, embrace passionate debate, and always bring the issue to the table. Communicate with confidence.

Bring Your Best Self. Show up and be authentic. Utilize your greatest strengths and stay true to who you are. Bring positive energy, be genuine in your approach, and continually seek ways to grow. Be uncompromisingly you.

Innovate Relentlessly. Explore new possibilities and be willing to take a risk. Challenge status quo. Try new ideas, learn from mistakes, and rally the team to raise the bar.

Novir is looking for a Customer Success Specialist, you will be responsible for building and maintaining strong relationships with our clients, ensuring their satisfaction and maximizing their long-term value. In this role, you will play a key role in developing Novir's client onboarding process, and you will serve as the primary point of contact for accounts, working closely with cross-functional teams to meet client needs and exceed expectations. The ideal candidate is a proactive and results-driven professional with excellent communication and problem-solving skills.

What You'll Do:
    • Continuously evaluate and adjust our client onboarding process as Novir continues to scale
    • Manage all clients at various stages of onboarding and service cycles, ensuring clear communication to all internal and external partners
    • Lead the customer onboarding workflow and make recommendations for improving the onboarding process.
    • Develop and nurture strong relationships with assigned clients, acting as their main point of contact from onboarding through service completion
    • Actively work to understand client needs, goals, and objectives to provide tailored solutions and ensure client satisfaction
    • Collaborate with internal teams, such as sales, marketing, and product development, to deliver exceptional service and support to clients
    • Actively provide the sales team with insights and recommendations for the organization's growth and success.
    • Drive revenue growth by identifying upselling and cross-selling opportunities within existing accounts
    • Monitor account performance metrics, proactively addressing any issues or concerns
    • Conduct regular check-ins with clients to provide updates, gather feedback, and maintain a deep understanding of their evolving needs
    • Collaborate with the sales team to identify and pursue new business opportunities within assigned accounts
    • Advocate for and represent the voice of the customer internally.
    • Ensure accurate and timely record-keeping of all client interactions, contracts, and sales activities in our CRM
How Success Is Measured:
    • Number of clinics scheduled & vaccines administered
    • Account Retention Rate
    • Customer Feedback
Key Experience We're Looking For:
    • Bachelor's degree in business, marketing, or a related field (or equivalent work experience)
    • 3+years' experience in client relations or management, preferably in a B2B environment
    • Demonstrated understanding of sales principles and techniques, with a track record of meeting or exceeding sales targets
    • Experience effectively managing multiple clients, and prioritizing tasks in a fast-paced environment
    • Experience negotiating contract renewals with a solution-oriented approach.
    • Strong understanding of customer support strategies and best practices.
    • Experience working with CRM software and other relevant tools to manage and track client interactions
Who You Are:
    • You're Driven: You are a self-starter, but aren't afraid to ask for direction
    • You're Analytical: You understand systems and reporting, and are able to critically analyze data
    • You're A People Person - Customer service is at the core of everything you do, and you are a great partner both internally and externally
    • You're Flexible: You are comfortable flexing outside your role, and thrive in a changing environment


Novir is a fast-growing startup with a work hard, play hard attitude. We look for smart, motivated individuals who are excited to build something incredible from the ground up