Client Relationship Manager

2 weeks ago

Madison, Wisconsin, United States Exact Sciences Full time
Join Our Mission to Transform Cancer Care
At Exact Sciences, we are dedicated to revolutionizing the way cancer is prevented, detected, and treated. Our commitment is to provide patients and healthcare professionals with the clarity they need to make informed decisions during critical moments.

As a member of our team, you will find a career driven by purpose, an inclusive culture, and comprehensive benefits that support your well-being while you contribute to improving lives.

Position Overview
The Client Relationship Manager (CRM) plays a crucial role in delivering account management services and support to our valued clients. This position actively engages with customers to ensure exceptional service and foster long-lasting partnerships. The CRM will also lead projects, coordinate cross-functional processes, and manage data stewardship activities.
Additionally, the CRM will focus on continuous improvement initiatives aimed at enhancing efficiency and optimizing the customer journey.

Success in this role requires effective collaboration across various teams, including sales, strategic accounts, client support, implementation services, market access, commercial operations, and revenue cycle management, to enhance the customer experience for our strategic clients.

It is essential for the CRM to possess outstanding customer service skills, demonstrate the ability to work autonomously, communicate effectively, and thrive as a collaborative member of the Exact Sciences team.

Key Responsibilities
  • Serve as the primary contact for health system inquiries and escalations, focusing on identifying and prioritizing workflow challenges and improvements.
  • Commit to engaging, retaining, and expanding our customer base.
  • Collaborate with the sales team to align on business objectives and spearhead strategic initiatives.
  • Facilitate collaboration among cross-functional teams to develop and implement plans for strategic program or process enhancements.
  • Design and execute ordering protocols and product adoption strategies, partnering with clients to achieve institutional goals such as patient care standards.
  • Work with internal teams to implement solutions that enhance the customer experience, including EMR integration.
  • Analyze account data and metrics to assess the health of targeted accounts and proactively address clinical and operational challenges.
  • Gather, categorize, and prioritize feedback from both internal and external stakeholders.
  • Stay informed about integrated delivery networks (IDNs), disease states, competitive landscape, and external factors that may influence our business, while identifying emerging opportunities.
  • Exhibit a willingness to explore beyond functional boundaries to understand and influence factors affecting the customer experience.
  • Demonstrate a passion for delivering world-class service that aligns with the mission and values of Exact Sciences.
  • Guide and support colleagues in achieving their individual objectives.
  • Utilize a comprehensive understanding of clinical data to effectively communicate sales and marketing messages.
  • Employ strong critical thinking and analytical skills.
  • Manage time effectively, prioritize tasks, and adapt to change.
  • Exhibit excellent written and verbal communication skills.
  • Leverage interpersonal and networking abilities to build successful relationships.
  • Manage multiple projects simultaneously in a fast-paced, deadline-driven environment.
  • Uphold the company's mission and values through accountability, innovation, integrity, quality, and teamwork.
  • Adhere to the company's Quality Management System policies and procedures.
  • Maintain consistent and reliable attendance.
  • Embrace an inclusive mindset and model these behaviors within the organization.
  • Be capable of working on a mobile device or computer for approximately 90% of the workday and lift up to 10 pounds for about 5% of the time.
  • Be willing to travel up to 20% of the time, which may include overnight or weekend travel.
Minimum Qualifications
  • Bachelor's Degree in Life Sciences, Business Administration, Marketing, or a related field; or a High School Diploma with 4 years of relevant experience in lieu of a Bachelor's Degree.
  • 4+ years of experience in customer service within the medical, healthcare, or biotech sectors.
  • 2+ years of experience with customer relationship management systems.
  • Proven ability to present ideas and data to both internal and external clients effectively.
  • Proficient in Microsoft Excel, including data manipulation, summarization, and creating pivot tables and charts.
  • Proficient in Microsoft PowerPoint, with the ability to create clear and concise presentations.
  • Demonstrated ability to thrive in a fast-paced, high-energy environment.
  • Ability to perform the essential duties of the position with or without accommodation.
  • Authorization to work in the United States without sponsorship.
Preferred Qualifications
  • 2+ years of experience in a project management role within the medical, healthcare, or technology sectors where organizational and planning skills are critical.
  • 5+ years of experience in customer service in the medical, healthcare, or biotech fields.
  • Experience with hospital and health system operations and data requirements.
  • Experience in process documentation and improvement initiatives.

Exact Sciences is committed to fostering a diverse workforce and providing an employee experience that includes paid time off, parental leave, retirement savings plans, wellness support, and comprehensive health benefits.

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to age, color, creed, disability, gender identity, national origin, protected veteran status, race, religion, sex, sexual orientation, or any other status protected by applicable law.

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