Customer Experience Manager

6 days ago

Sacramento, California, United States Foundation Medicine Full time

About the Role

The Customer Experience Manager within the Client Services team partners directly with a subset of current, key accounts serving as a single point and liaison of contact for pre-, peri-, and post-testing. The position is responsible for providing operational and excellent customer experience end to end which includes support across all of Foundation Medicine's product portfolio and services in addition to direct insights on case management.

The Customer Experience Manager ensures Foundation Medicine's customers and patients are satisfied with our products and services, client concerns and questions are documented and addressed promptly, and monitors all client activities and ordering patterns to identify opportunities for improvement and refinement of service delivery. This role works strategically with all relevant stakeholders to recommend tailored services that champion the sustainability and growth of key accounts.

Key Responsibilities

  • Partner closely with large client accounts to educate and assist in operationalizing Foundation Medicine's product portfolio and offerings to exceed client expectations end to end, becoming a reliable point of contact.
  • Collaborate cross-functionally with internal stakeholders to improve account services and implement custom solutions tailored to needs of the client that may be outside of standard resolution process.
  • Identify potential operational issues that may delay existing orders, suggest resolutions, and implement solutions.
  • Partner with critical internal and external stakeholders to strategize process changes that help sustain and grow accounts.
  • Monitor client activities and ordering patterns to improve and refine service delivery, follow through to ensure all improvements are reviewed and put in place.
  • Gather and document feedback from clients regarding process improvements, work with Operations team to put ideas in place to ensure the best customer experience.
  • Proactively schedule and maintain regular interactions with key customer contacts to optimize workflow and service delivery for excellent customer experience as measured.
  • Manage collection of information required for testing and documentation with external contacts, including hospitals, pathology laboratories, and patients.
  • Be an expert at Foundation Medicine services, offer support across a range of technology product offerings in a welcoming manner.
  • Meet regularly with internal stakeholders to stay current with procedural changes, ensure training is compliant.
  • Ensure commitment to Foundation Medicine patients and clients while maintaining a professional and warm presence in all settings.
  • Attend to client needs within 24 hours unless exceptional circumstances arise and formulate backup plans when appropriate.
  • Responsible for collaborating with different work groups internally and departments to improve the customer experience.
  • Coordinate internal projects and determine the best utilization of resources for the best customer experience.
  • Partner across various support areas within Client Services ensuring collaboration and teamwork.
  • Travel up to 25% of the time.
  • Other duties as assigned.

Qualifications:

Basic Qualifications:

  • Bachelor's Degree or relevant equivalent work experience
  • 4+ years of experience in a customer service, biotech, healthcare, or sales role

Preferred Qualifications:

  • 5+ years of experience in a related customer service, biotech, healthcare, or sales role
  • Experience with utilizing a Customer Relationship Management (CRM system)
  • Experience using the Salesforce contact platform
  • Experience in data and trend analysis for account management
  • Prior experience in working with remote teams
  • Demonstrated history of managing multiple concurrent initiatives while maintaining workflow
  • Proficiency with Microsoft products, including Word, PowerPoint and Excel
  • Demonstrated ability to manage and escalate issues and drive issue resolution
  • Demonstrated ability to problem solve both technical and human/interpersonal problems
  • Ability to work independently with minimal direct supervision
  • Ability to perform in a detail-oriented and accountable manner that meets deadlines
  • Established problem-solving abilities and analytical and negotiations skills
  • Strong interpersonal skills, including excellent written and oral communication
  • Understanding of HIPAA and importance of patient privacy and data regulations
  • Commitment to Foundation Medicine values: patients, innovation, collaboration, and passion

  • Customer Experience Manager

    6 days ago

    Sacramento, California, United States lululemon Full time

    About the RoleThe Customer Experience Manager is a key member of our retail team, responsible for delivering exceptional customer experiences in our stores. This role requires a strong understanding of our brand values and a passion for creating memorable interactions with our customers.Key ResponsibilitiesCustomer Experience: Develop and implement...

  • Senior Manager, Customer Experience Lead

    6 days ago

    Sacramento, California, United States Circle International Bermuda Limited. Full time

    Job SummaryWe are seeking a highly experienced and skilled Senior Manager, Customer Experience Lead to join our team at Circle International Bermuda Limited. This is an exciting new role that will play a critical part in helping us scale and deliver exceptional service to all of our customers around the world.Key ResponsibilitiesRecruiting, hiring, training,...

  • Customer Experience Rep II

    2 months ago

    Sacramento, California, United States Lube-Tech Full time

    With a purpose to make tomorrow a little bit better than today for each other, our customers, and our communities, Lube-Tech provides an environment where you can love what you do and be your best every day. What you will enjoy by being a part of a 2024 USA Great Place to Work certified company: A position that is: Hourly Full time (1st Shift) Mon-Fri 6:00...

  • Director, Customer Experience Planning and Integration

    1 month ago

    Sacramento, California, United States Sacramento Municipal Utility District Full time

    Department: Customer & Community ServicesLocation: Sacramento, CA, US, Category: Customer ServiceMinimum Pay Rate: $184,350.40 Maximum Pay Rate: $256,776.00 Civil Service Status: Non-Civil Service Apply by Date: 08/23/2024 Posting Type: Open Note: This position is being reposted to gather additional candidates for consideration. If you have already applied,...

  • Customer Experience Specialist

    6 days ago

    Sacramento, California, United States LHH Recruitment Solutions Full time

    Job SummaryWe are seeking a highly skilled Member Services Representative to join our team at LHH Recruitment Solutions. As a key member of our organization, you will be responsible for providing exceptional customer service to our members, resolving issues, and ensuring a positive experience.Key ResponsibilitiesRespond to incoming calls and resolve member...

  • Team Member

    3 days ago

    Sacramento, California, United States Caribou Coffee Operating Company, Inc. Full time

    Job Summary:The Team Member - Customer Experience Specialist is the core of the Caribou Coffee experience. This role is responsible for delivering unparalleled guest service, making world-class hand-crafted beverages, and bringing the Purpose and Values of Caribou to life in every interaction.Key Responsibilities:Provides exceptional customer service by...

  • Adobe Experience Manager Architect

    3 days ago

    Sacramento, California, United States Amick Brown Full time

    Job Title: Adobe Experience Manager ArchitectJob Summary: Amick Brown is seeking an experienced Adobe Experience Manager (AEM) Architect to lead the redesign and rehosting of the County Internet presence using AEM.Key Responsibilities:Redesign and rehost the County Internet presence using Adobe Experience Manager (AEM)Help with the technical architecture...

  • Associate Governmental Program Analyst

    3 days ago

    Sacramento, California, United States Public Employees Retirement System Full time

    Job SummaryWe are seeking a highly skilled and customer-focused Associate Governmental Program Analyst to join our Customer Experience Division at the Public Employees Retirement System. As a key member of our team, you will be responsible for providing exceptional customer service and support to our members and the general public.Key ResponsibilitiesProvide...

  • Seasonal Sales Associate

    3 days ago

    Sacramento, California, United States Anthropologie Full time

    About the RoleWe are seeking a highly motivated and customer-focused Seasonal Sales Associate to join our team at Anthropologie. As a key member of our sales floor team, you will be responsible for delivering exceptional customer experiences and driving sales through personalized interactions.Key ResponsibilitiesCustomer ExperienceEngage with customers in a...

  • Client Experience Manager

    6 days ago

    Sacramento, California, United States Banfield Full time

    Job Summary:The Banfield Pet Hospital is seeking a highly skilled Client Service Coordinator to drive the flow of clients and pets through our hospital, maximize productivity, and ensure exceptional client care.Key Responsibilities:Recruit new clients and foster strong relationships with existing onesProvide education on pet health and wellness, promoting...

  • US Market Leader

    2 days ago

    Sacramento, California, United States Apple Full time

    Job Summary:As a Lead at Apple, you will be responsible for providing exceptional customer service and support to our team. Your role will involve developing positive relationships with customers and taking an active role in day-to-day operations.Key Responsibilities:Provide support to the team by developing positive relationships with customers and taking...

  • Customer Service Assistant Manager

    2 weeks ago

    Sacramento, California, United States Extra Space Storage Full time

    Job OverviewCompetitive Pay Range: $18.00 per hour, plus monthly incentive opportunities.As a Customer Service Assistant Manager, you will be an integral part of a diverse team that prides itself on a strong company culture. We provide attractive wages, a healthy work/life balance, and opportunities for career advancement.Extra Space Storage stands as the...

  • Customer Engagement Manager

    1 week ago

    Sacramento, California, United States Emtrain Full time

    Client Success Specialist Job Overview Salary Range: 80-100K Base Salary Emtrain is transforming the realm of online compliance and cultural training. Our client success team is essential in collaborating with stakeholders to enhance the utilization of our eLearning and Analytics through the EmtrainAI learning experience platform. Our Client Success...

  • Customer Service Representative

    4 days ago

    Sacramento, California, United States Waterco Full time

    Job SummaryWe are seeking a highly skilled and customer-focused Customer Service Representative to join our team at Waterco. As a key member of our customer service team, you will be responsible for providing exceptional service to our customers, resolving issues, and ensuring their satisfaction with our products and services.Key ResponsibilitiesCustomer...

  • Customer Acquisition Specialist

    5 days ago

    Sacramento, California, United States 3rd Degree Solutions Full time

    Job OverviewAt 3rd Degree Solutions, we are seeking a highly skilled Customer Acquisition Specialist to join our team. As a key member of our customer acquisition team, you will play a crucial role in building and maintaining strong relationships with our clients and driving customer acquisition success.Key ResponsibilitiesCollaborate with Cross-Functional...

  • Geographic Information Systems Specialist

    2 weeks ago

    Sacramento, California, United States American Conservation Experience Full time

    Position Overview:The American Conservation Experience, a prominent Non-Profit Conservation Corps, is in search of a dedicated GIS Technician to contribute to various GIS initiatives focused on environmental management and resource conservation. This role involves a commitment to assist with projects related to wildfire management, data reporting, and...

  • Geographic Information Systems Specialist

    2 weeks ago

    Sacramento, California, United States American Conservation Experience Full time

    Position Overview:The American Conservation Experience, a national Non-Profit Conservation Corps, is seeking a dedicated GIS Technician to contribute to various GIS initiatives focused on environmental management and resource conservation. This role will involve working on projects related to wildfire management, federal reporting, and watershed protection...

  • Customer Service Representative

    1 month ago

    Sacramento, California, United States teamworkonline Full time

    The RoleThe Customer Service Representative will report directly to the Customer Service Manager while working closely with the other Customer Service Representatives, Concessions, Merchandise and Premium Services department managers. Representatives are expected to be the role model of excellence for all other staff throughout the stadium. In addition, it...

  • Customer Readiness Trainer

    4 weeks ago

    Sacramento, California, United States California ISO Full time

    Company DescriptionThe California Independent System Operator (ISO) manages the flow of electricity across the high-voltage, long-distance power lines that make up 80 percent of California's power grid. We safeguard the economy and well-being of 30 million Californians by operating the grid reliably 24/7.As the impartial grid operator, the California ISO...

  • Guest Experience Ambassador

    3 days ago

    Sacramento, California, United States Local Kitchens Full time

    About the Role:As a Guest Experience Ambassador at Local Kitchens, you'll play a pivotal role in ensuring memorable experiences for our Guests. Your primary responsibility will be to ensure that our Guests receive exceptional service from the moment they arrive. In addition to providing exemplary hospitality, this role promptly addresses Guest concerns and...